Product Management Specialist

• Mar 2023 - Present

Head of Organization and Management of the Nueva Pescanova Biomarine Center Museum

• Jul 2021 - Mar 2023

• General management of the museum since its opening and start-up, as responsible for its organization and daily management. • Coordination and supervision of internal and external staff. Reporting directly to the Global Chief Marketing & Innovation Officer of the group. • Control of a annual expenditure budget. With responsibility for purchasing proposals and resource management. • Definition of the General Business Plan, including the Marketing and Commercial Strategy. • Design of the Internal Policies and the different processes for an optimal operation of the center. • Elaboration of memories, summaries, and reports. Preparation of meetings. • Study of target audiences to promote commercial actions with OTAS, Tour Operators, Schools, Associations, and others. • Management of the online reputation, and analysis of KPI's related to customer satisfaction for continuous improvement. Show less

CEO & Founder

• May 2018 - Jun 2021

• Design, quotation, and operation of guided tours in Galicia for national and international clients. • Responsible for providing exceptional, quality customer service. • Development and management of the online ecosystem, consisting of a Web with E-Commerce and the Social Networks. • In charge of all the operational functions, such as commercial management, invoicing, and purchases from suppliers. • Project awarded by the Association of Young Entrepreneurs of Pontevedra to the best entrepreneurial idea. Show less

Tourist Group Coordinator

• Jan 2017 - May 2018

• Design, quotation, and management of tour groups visiting Spain and Galicia, with a large influx of pilgrims (Camino de Santiago). • Management of large tourism accounts (B2B) of international tour operators. • Development of a service model and several proposals for travel and tourist activities of great attractiveness, being competitive. • Supplier management, negotiation of agreements, invoicing, and market research to offer high quality standards. • Design, quotation, and management of tour groups visiting Spain and Galicia, with a large influx of pilgrims (Camino de Santiago). • Management of large tourism accounts (B2B) of international tour operators. • Development of a service model and several proposals for travel and tourist activities of great attractiveness, being competitive. • Supplier management, negotiation of agreements, invoicing, and market research to offer high quality standards.

Customer Care Advisor

• Feb 2013 - Dec 2016

• Responsible for providing excellent customer service and support to internal and external customers in Spain, Portugal, and UK. • External customer management: ophthalmology clinics and optics in relation to product orders. • Internal customer management: collaboration with Marketing, Billing and Sales, providing information and applying promotions. • Proactive follow-up and resolution of internal and external customer issues and incidents. • Maintenance of an orderly workflow according to priorities, analyze statistics, and prepare reports for the different departments. • Orientation to the fulfillment of Customer Service KPI's. Seeking customer satisfaction in every interaction of the Customer Journey. • As a Senior, in charge of coaching and training new team members. • Leader in the management of initiatives and projects of high added value within the department, receiving several awards. • Reporting directly to the Customer Service Manager for Iberia. Show less

Front of the House Assistant

• Sep 2012 - Jan 2013

Front Office & Accommodation Supervisor

• Mar 2012 - Sep 2012

Receptionist

• Oct 2011 - Feb 2012

Receptionist

• Jun 2011 - Oct 2011

Duties: Check-in and Check- out, reservations, customer-service and billing. Duties: Check-in and Check- out, reservations, customer-service and billing.

Sales Department Internship

• Oct 2010 - Feb 2011

Duties: Maintenance of internet sales channels; event management from seminars to international conventions; advertising and marketing, account management for large contracts, and database management Duties: Maintenance of internet sales channels; event management from seminars to international conventions; advertising and marketing, account management for large contracts, and database management

Groups, Conventions and Conferencing Assistant

• Sep 2008 - Sep 2009

Duties: Organization of business trips, group management, budgeting, customer service, management of documentation and dealing with suppliers from different areas. Duties: Organization of business trips, group management, budgeting, customer service, management of documentation and dealing with suppliers from different areas.

Receptionist

• Nov 2007 - Sep 2008

Duties: Tourist information, reservations, customer and loyalty service, biling and accounts. Duties: Tourist information, reservations, customer and loyalty service, biling and accounts.

Professional Internship

• Mar 2005 - Jun 2005