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
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.
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.
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
Certifications & Digital Badges - Francisco Javier Oliver Molina
Course / Certification
Provider
Date Issued
Badge Link
Becoming a Successful Collaborator
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/a19e9ee9-12c9-4a69-ae85-f864f51bb69d
Building Personal Power through Influence
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/c4492013-c255-4b90-afd7-00d34465935c
CompTIA A+ Core 1: Cable Types and Connectors
Skillsoft
June 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/13d6ba93-0de1-4ce7-9e9e-9291af276e45
CompTIA Network+: Cables & Connectors
Skillsoft
June 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/485f74d9-fd6e-4470-95ac-9f4899d36e2b
Contributing as a Virtual Team Member
Skillsoft
May 2022
https://skillsoft.digitalbadges-eu.skillsoft.com/12fbd1cb-e832-464f-8ce9-08757073e71f
Customer Service: Becoming a Chat Agent Star
Skillsoft
April 2023
https://skillsoft.digitalbadges-eu.skillsoft.com/156b849e-52ec-41f4-b6a6-b28f7125258b
Customer Service: Discovering Customer Needs
Skillsoft
April 2023
https://skillsoft.digitalbadges-eu.skillsoft.com/1cf08b1a-ba69-46e1-933d-2e56808d3056
Customer Service: Fostering a Service Mindset
Skillsoft
February 2023
https://skillsoft.digitalbadges-eu.skillsoft.com/3b0b555d-213a-479a-a59c-529b20624056
Developing Personal Accountability
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/b61a760b-cd89-4dce-85f0-880b31b2c563
Entering Data in Excel 365 (2023)
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/ba93fbde-b5b1-4457-9071-2f15f78db62b
Expert Insights on Difficult Conversations
Skillsoft
June 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/febe9fd6-3c36-4a4e-be5b-603921467a0a
Exploring Prompt Engineering Techniques (Generative AI)
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/ff59bc43-9823-4df9-ae0e-3133488c11e5
Formatting Cells in Excel 365 (2023)
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/b09eb8b9-f9ad-47a2-83d9-1b55b0cdf4c5
Generative AI and Its Impact to Everyday Business
Skillsoft
June 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/a3b95651-eeac-4c4c-ab6c-141447cc37bf
Making the Most of Making Mistakes
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/6c88e941-1288-40a7-aea5-9dbecca449ac
Optimizing Communication & Information with Copilot for Microsoft 365
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/ab54a493-907e-4d7d-b3a6-a5020b9edefa
Remaining Tactful and Diplomatic under Pressure
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/05a4f4a0-afd8-4179-b24b-be65559c53d8
Strength under Pressure: Building Perseverance and Resilience
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/b61a760b-cd89-4dce-85f0-880b31b2c563
Becoming a Successful Collaborator
Skillsoft
May 2025
Building Personal Power through Influence
Skillsoft
May 2025
CompTIA A+ Core 1: Cable Types and Connectors
Skillsoft
June 2025
CompTIA Network+: Cables & Connectors
Skillsoft
June 2025
Contributing as a Virtual Team Member
Skillsoft
May 2022
Customer Service: Becoming a Chat Agent Star
Skillsoft
April 2023
Customer Service: Discovering Customer Needs
Skillsoft
April 2023
Customer Service: Fostering a Service Mindset
Skillsoft
February 2023
Developing Personal Accountability
Skillsoft
May 2025
Entering Data in Excel 365 (2023)
Skillsoft
May 2025
Expert Insights on Difficult Conversations
Skillsoft
June 2025
Exploring Prompt Engineering Techniques (Generative AI)
Skillsoft
May 2025
Formatting Cells in Excel 365 (2023)
Skillsoft
May 2025
Generative AI and Its Impact to Everyday Business
Skillsoft
June 2025
Making the Most of Making Mistakes
Skillsoft
May 2025
AI in the Workplace
Skillsoft
June 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/ddd6adee-9d86-4dd5-9c63-4ad21ef8594d
Complete Guide to Excel 365: Working With Charts & Sparklines
Skillsoft
June 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/b9c833b4-3718-48bf-a8b9-d2cd22260cb7
Working with Advanced Charts in Excel 365 (2024)
Skillsoft
June 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/a3b95651-eeac-4c4c-ab6c-141447cc37bf
Using Basic Formulas in Excel 2019 for Windows
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/d0f437e1-b539-49d6-b4fe-aab0feb6912c
Viewing & Printing Worksheets in Excel 365 (2023)
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/ddb62ee1-8477-4298-9866-a2265d441b0a
Getting Started in Excel 365 (2023)
Skillsoft
May 2025
https://skillsoft.digitalbadges-eu.skillsoft.com/1a816dc4-3e75-463d-ad6e-f7682c1e19de
Rapport Building in Customer Service
Skillsoft
April 2023
https://skillsoft.digitalbadges-eu.skillsoft.com/84782bda-da19-4cb9-a986-817f2648706a
Being an Effective Team Member
Skillsoft
April 2022
https://skillsoft.digitalbadges-eu.skillsoft.com/410053b2-b257-4ef9-b3eb-6399ea907272
Customer Service: Adapting to Your Customers' Cues
Skillsoft
April 2022
https://skillsoft.digitalbadges-eu.skillsoft.com/ac49847c-0bf4-495b-bf86-079dbc383c91
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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