Francisco Javier Oliver Molina
Palma de Mallorca
Summary
Dynamic and results-driven professional with over 14 years of experience in sales, account management, marketing, advertising, and operations across various industries, including tourism, IT, and customer service. Proficient in crisis management, negotiation, and customer relations, with a strong ability to leverage analytics to drive revenue generation and maximize financial gains. Committed to ensuring customer satisfaction and delivering exceptional travel experiences.
Overview
8
8
years of professional experience
Work history
Customer Operations Executive
Hotelbeds
Palma de Mallorca
02.2022 - 05.2025
- Serve as the first point of contact for global clients, coordinating emergency transfers, accommodations, excursions, and alternative solutions.
- Enhance travel experiences and ensure positive post-travel feedback across various scenarios.
- Develop targeted advice for decision-makers to effectively reach target consumers and build brand awareness.
- Conduct market research to understand customer base and enhance product offerings.
- Utilised CRM systems extensively to track and manage client information efficiently.
- Provided exceptional customer service by addressing and resolving inquiries professionally.
- Analysed customer feedback data to identify areas for improvement within the department.
- Worked closely with sales teams to deliver top-notch after-sales support for customers.
Volunteer Work for People with Disabilities
Calvià
06.2021 - 02.2022
- Organized and implemented educational workshops and recreational activities.
- Provided support in daily tasks and facilitated community integration.
Customer Operations Executive
W2M
Mallorca
04.2018 - 03.2021
- Managed crisis situations and coordinated with multiple departments to implement effective solutions.
- Ensured the safety and satisfaction of Jet2 Holidays customers during night shifts.
- Handled emergency responses, negotiated with hotels, and provided crucial support during full flight cancellations.
- Played a key role in customer relations and revenue generation during emergencies.
Commercial and MICE Executive
Hotel BH - Cursach Hotels Group
Mallorca
07.2017 - 03.2021
- Oversaw MICE department operations, ensuring excellent client service and revenue maximization.
- Supported the Commercial Director and executives with office administration, client correspondence, diary management, and travel arrangements.
- Developed, edited, and compiled product information packs for the organization and co-producers.
- Managed tour operator contracts and updated the commercial agency's program and investment database.
Education
Bachelor's Degree - Electrical and Electronic Engineering - Electronics
ES Politècnic
High School Diploma - undefined
Corpus Cristi
Skills
- Sales and Revenue Management
- Digital and Offline Marketing
- Customer Relationship Management
- Crisis Management and Negotiation
- Data Analysis and Reporting
- Excellent Communication and Leadership
- Problem-Solving and Adaptability
- Project Coordination and Multitasking
- Recruitment and Team Management
- Proficiency in Microsoft Office Suite and Web Positioning
- CRM systems mastery
- Negotiation acumen
- Call centre operations familiarity
- Multitasking efficiency
- Risk assessment and mitigation
- Workflow management expertise
- Performance metrics evaluation
- Service-Level agreements knowledge
- Conflict resolution aptitude
- Customer retention tactics
- Client relations
- Customer advocacy
Certification
- Customer Service: Become a Star Chat Agent, Skillsoft, 2023
- Discovering Customer Needs, Skillsoft, 2023
- Effective Communication with Customers and Suppliers, Hotelbeds, 2023
- Essentials of Customer and Supplier Service, Hotelbeds, 2023
- Handling Difficult Customers, LinkedIn, 2020
- Google Analytics Certification, Google, 2021
- Digital Marketing and Media Certification, LinkedIn, 2021
- Diploma in Cybersecurity for Users (30 hours), Item Formación, 2019
- Accredited Technical Specialist - Team Site Systems Administrator, Microsoft, 2021
- Advanced Excel 2019, LinkedIn, 2021
- Web Positioning for Entrepreneurship, Grupo Hedima, 2021
- Customer Journey Mapping, Hotelbeds, 2022
- GDPR Basics, Hotelbeds, 2022
- Cybersecurity Awareness, Hotelbeds, 2022
- Presentation Skills for Impact, Hotelbeds, 2022
- Time Management, Hotelbeds, 2023
- Essentials of Project Management, Hotelbeds, 2023
- Introduction to Data Analysis, Hotelbeds, 2023
- Advanced Communication Skills, Hotelbeds, 2023
- Mental Health & Wellbeing Awareness, Hotelbeds, 2023
- Inclusive Language & Behaviour, Hotelbeds, 2023
- Customer Retention Strategies, Hotelbeds, 2023
Languages
Spanish
English
Timeline
Customer Operations Executive
Hotelbeds
02.2022 - 05.2025
Volunteer Work for People with Disabilities
06.2021 - 02.2022
Customer Operations Executive
W2M
04.2018 - 03.2021
Commercial and MICE Executive
Hotel BH - Cursach Hotels Group
07.2017 - 03.2021
High School Diploma - undefined
Corpus Cristi
Bachelor's Degree - Electrical and Electronic Engineering - Electronics
ES Politècnic
Personal Information
Title: Emergency-Customer Service Operations Executive
Custom
https://es.bold.pro/my/franciscojavier-olivermolina
Personal Information
Title: Emergency-Customer Service Operations Executive
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