CRISTINA ULLOA
Barcelona
Summary
Senior Customer Success Manager with over 4 years of experience in Customer Success and a proven track record in devising innovative strategies to elevate client satisfaction and drive revenue growth. Specialized in developing and implementing customer-centric solutions for businesses in the travel and hospitality industry.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Tripadvisor
Barcelona
01.2022 - 12.2023
- Customer Management: Solid experience in effectively managing customer portfolios
- Develop new business strategy to increase the revenue
- Onboard new clients and development of strategies to enhance customer experience and ensure long-term satisfaction
- Data Analysis: monitor and analyze customer data and metrics to identify opportunities and challenges
- Customer Retention: Demonstrated ability to retain and grow the existing customer base (up-sell and cross-sell)
- Consistently meet sales targets by forecasting and tracking the key account metrics /sales performance metrics
- Leadership: Experience in leading teams and collaborating with different departments to achieve common goals.
Customer Success Manager
Tripadvisor
Barcelona
01.2020 - 12.2021
- Extensive expertise in adeptly overseeing customer portfolios.
- Formulate innovative business strategies aimed at revenue augmentation.
- Proficient in onboarding new clients and crafting strategies to elevate customer satisfaction and loyalty.
- Employ data analysis techniques to scrutinize customer metrics, uncovering growth opportunities and addressing challenges effectively.
- Customer Retention and Sales:
Customer Care Specialist
TheFork
Barcelona
01.2018 - 12.2020
- Directed project planning and execution ensuring project goals and requirements were met
- Customer service 2.0 B2B and B2C in all platforms
- Train B2B clients in the use of software (TheFork Manager)
- Cross selling solutions from TripAdvisor and ElTenedor.
Social Media Manager
Maneki Neko
Barcelona
01.2018 - 12.2018
- Creation of Social Media Plan
- Development of Social Media actions
- Reach brand´s fans through social media channels (Facebook, Instagram, Twitter)
- Facebook Ads
- Editorial content
- Benchmarking creation
- Customer Service 2.0 (Facebook, Instagram)
- Newsletter creation.
LATAM Social Media Manager
Performa Web
Sao Paulo
01.2016 - 12.2017
- Responsible for creation of a strategic plan and social media content
- Analysis and management Facebook and Instagram Ads
- Clients: Royal Caribbean, Celebrity Cruises and Azamara Club Cruises.
Latam PR Account Executive
Burson-Marsteller
Sao Paulo
01.2016 - 12.2016
- Responsible for the Latin American coordination of key accounts such as Intel and Epson- part of 'Technology and Innovation Team'
- Past clients: LATAM coordination Oracle, Sustainable Brands Rio
- Set up the PR Plan and regional strategies, development of press materials, in charge of the coordination of international events, relationship with PAN regional media, production of media requests, press pitches, train PR agencies and have presence in interviews with regional executives.
Education
Bachelor's Degree in: Advertising and Public Relations -
Universidad Europea de Madrid
12.2011
Bachelor's Degree in Journalism -
Universidad Europea de Madrid
12.2011
Bachelor's Degree in Audiovisual Communication -
Universidad Europea de Madrid
12.2011
Posgraduate Degree in Digital Analytics -
Inesdi
Skills
- Account Management
- Customer mindset
- Opportunity Identification
- Development Plans
- Stakeholder Engagement
- Problem Solving
- Strong time management skills
- Strategic Partnerships
- Campaign Management
- CRM
- Customer Relations
- B2B
- Onboarding
- Performance-driven approach
Personal Information
Title: Senior Customer Success Manager
Languages
- Spanish, Native
- English, Proficient
- Portuguese, Proficient
Languages
Spanish
First Language
English
Advanced (C1)
C1
Portuguese
Proficient (C2)
C2
Timeline
Senior Customer Success Manager
Tripadvisor
01.2022 - 12.2023
Customer Success Manager
Tripadvisor
01.2020 - 12.2021
Customer Care Specialist
TheFork
01.2018 - 12.2020
Social Media Manager
Maneki Neko
01.2018 - 12.2018
LATAM Social Media Manager
Performa Web
01.2016 - 12.2017
Latam PR Account Executive
Burson-Marsteller
01.2016 - 12.2016
Bachelor's Degree in: Advertising and Public Relations -
Universidad Europea de Madrid
Bachelor's Degree in Journalism -
Universidad Europea de Madrid
Bachelor's Degree in Audiovisual Communication -
Universidad Europea de Madrid
Posgraduate Degree in Digital Analytics -
Inesdi
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