CRISTIAN MARTÍNEZ LEÓN
Llanes
Summary
Multilingual Customer Support and Customer Experience professional with experience supporting e-commerce and SaaS accounts in ticket-based environments, with strong SLA discipline and a continuous-improvement mindset. Skilled in escalation triage, clear customer communication, and reducing repeat issues through better help-center/knowledge-base content and improved workflows. Background in travel and hospitality operations, bringing strong ownership, structure, and cross-functional collaboration.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Onepilot
Spain
09.2025 - Current
- Provide multilingual support for e-commerce and SaaS accounts across Spanish, English, and French via tickets, chat, and email.
- Maintain strict SLA adherence, contributing to a 20% improvement in customer satisfaction and an average rating over 90%.
- Triage escalations and improve help-center content and workflows to increase support efficiency and consistency.
Co-Founder & CMO / Product Development Specialist
La Trocha Ecuador
09.2020 - Current
- Lead customer communication strategy and manage CRM/support channels for consistent multilingual service delivery.
- Develop and maintain a knowledge base and internal documentation to improve response consistency.
- Implement customer feedback loops to strengthen service quality and retention.
Founder & Chief Commercial Officer (CCO)
Reig Rooms Valencia
06.2020 - Current
- Improve customer satisfaction and retention through proactive support and streamlined communication.
- Increase direct bookings by 20% and improve CSAT by 20% through a structured feedback process.
Tour Guide (Freelance)
Various Agencies
Ecuador
01.2009 - Current
- Lead adventure and national tourism tours for international groups, supporting guests with multilingual communication.
Customer Experience Manager
Beroomers
Valencia, Spain
08.2017 - 04.2020
- Improve customer satisfaction by 20% through better support processes and proactive communication.
- Manage a team of 4 and raise productivity by 15% through workflow optimization and training.
- Collaborate with Customer Service and Product Development to strengthen the end-to-end customer experience.
Logistics & Protocol Coordinator
Ecuador Presidency of Government
Ecuador
05.2015 - 09.2016
- Coordinate high-stakes operations and events with cross-sector stakeholders, managing logistics, protocols, and risk mitigation.
South America Market Coordinator
Ministry of Tourism of Ecuador
Ecuador
09.2010 - 12.2014
- Manage partner relationships and coordinate campaigns and FAM trips with agencies and tourism stakeholders.
Education
MBA - Hospitality & Tourism Management
EAE Business School / Universitat Politècnica de Catalunya
01.2017
MBA - Hospitality & Tourism Management
EAE Business School / Universitat Politècnica de Catalunya
01.2017
Master - International Business
Universitat Politècnica de Catalunya
01.2017
Bachelor's Degree - Ecotourism
Pontificia Universidad Católica del Ecuador
01.2009
Skills
- Customer Support (tickets, chat, email) SLA adherence Inbox prioritization
- Escalation triage Issue troubleshooting Root-cause thinking
- Help Center / Knowledge Base content Internal documentation Process improvement
- Customer feedback loops CSAT-focused communication Proactive support
- Cross-functional collaboration (Customer Service, Product Development, Operations)
- Multilingual support: Spanish, English, Portuguese, French
Certification
- Sustainable Tourism - University of Copenhagen (2021)
- First Aid Assistance - Red Cross
- PADI Advanced Scuba Diving
- Ecuador National Tourism Guide License
- BPMN L1 Certificate
- Guide Runner for Visually Impaired Athletes - Asturias, Spain
LANGUAGES
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Portuguese
Advanced (C1)
French
Intermediate (B1)
Timeline
Customer Support Specialist
Onepilot
09.2025 - Current
Co-Founder & CMO / Product Development Specialist
La Trocha Ecuador
09.2020 - Current
Founder & Chief Commercial Officer (CCO)
Reig Rooms Valencia
06.2020 - Current
Customer Experience Manager
Beroomers
08.2017 - 04.2020
Logistics & Protocol Coordinator
Ecuador Presidency of Government
05.2015 - 09.2016
South America Market Coordinator
Ministry of Tourism of Ecuador
09.2010 - 12.2014
Tour Guide (Freelance)
Various Agencies
01.2009 - Current
MBA - Hospitality & Tourism Management
EAE Business School / Universitat Politècnica de Catalunya
Master - International Business
Universitat Politècnica de Catalunya
Bachelor's Degree - Ecotourism
Pontificia Universidad Católica del Ecuador
MBA - Hospitality & Tourism Management
EAE Business School / Universitat Politècnica de Catalunya