FRANCISCO JAVIER OLIVER
Palma de Mallorca
Summary
Seasoned global operations and partnerships executive with 14+ years of cross-industry experience in tourism, hospitality, travel logistics, and customer experience. Proven track record managing high-profile partners (including Disney), resolving crises with a 97% success rate, and scaling international distribution systems. Combines data-driven decision making (Excel 365, Copilot, prompt engineering) with people-first leadership to drive retention, operational efficiency, and growth in multicultural environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Theme Parks Executive, Global Operations
HBX Group
Palma de Mallorca
03.2023 - Current
- Lead and optimize end-to-end global operations for theme park partnerships, with emphasis on Disney handling, ticketing, reservations, and distribution alignment.
- Act as primary operational liaison for Disney, enforcing brand standards and service-level agreements to ensure seamless partner integration.
- Drive cross-functional execution by aligning sales, product, finance, and technology teams to improve go-to-market consistency and customer satisfaction.
- Inform market expansion through competitive analysis, localized product rollout support, and international positioning tactics.
- Implement and track operational KPIs, executing process improvements that increased stability and scalability of distribution processes.
- Strengthened strategic relationships and expanded global reach of attraction products through improved operational frameworks.
Emergency & Customer Service Operations Executive
Hotelbeds
Palma
02.2022 - Current
- Served as first-response lead for global clients in travel emergencies, managing logistics for transfers, accommodations, and alternative solutions.
- Designed and executed customer retention strategies resulting in a 97% resolution rate for travel disruption cases.
- Handled 40+ client interactions daily, applying behavioral insight and service mindset to recover experiences and secure positive feedback.
- Conducted data-informed market and customer behavior analysis to refine service delivery protocols and reduce repeat incidents.
- Developed standardized emergency response playbooks, accelerating response times and consistency across cases.
Volunteer, Support for People with Disabilities
Ayntamiento de Calviá
Calviá
06.2021 - 02.2022
- Created and delivered inclusive educational and recreational workshops to support integration of individuals with disabilities.
- Provided daily assistance and emotional support, improving participants' community engagement and quality of life.
Customer Operations Executive, Emergency Nightshift
W2M WORLD2MEET (Jet2holidays)
Palma de Mallorca
04.2018 - 03.2021
- Managed high-pressure travel disruptions including cancellations and last-minute itinerary changes.
- Negotiated contingency agreements with hotels and vendors to mitigate customer impact and control cost exposure.
- Coordinated real-time crisis resolution across airlines, accommodations, and transport providers to restore travel plans quickly.
- Captured incident data and drove continuous process improvements, reducing average resolution time.
Commercial Executive & MICE
Hotel BH / Cursach Hotels Group
Calviá
07.2017 - 03.2018
- Directed MICE operations, delivering high client satisfaction and seamless event logistics.
- Supported commercial strategy and international business development; negotiated tour operator contracts.
- Improved market competitiveness by optimizing investment databases and producing targeted marketing materials.
Education
High School Graduate - undefined
Corpus Christi
06.1984
Bachelor's Degree - Electrical and Electronic Engineering
ES POLITECNIC
01.1989
Skills
- Excel 365 (advanced)
- Microsoft 365 Copilot
- Prompt Engineering
- Data Analysis
- Distribution Systems
- KPI Dashboards
- Emergency Logistics Platforms
- Global Partner Management
- Crisis Management
- Customer Retention Strategy
- Cross-functional Team Leadership
- Negotiation
- Strategic Planning
- Multilingual Communication
- Empathetic communication
- Active listening
- Adaptability
- Problem-solving
- Leadership
- Conflict resolution
- Resilience under pressure
- Time management
- Cultural sensitivity
- Collaboration
Certification
- Data Warehouse Essentials, Skillsoft, 2025
- AI in the Workplace, Skillsoft, 2025
- CompTIA A+ Core 1 & Network+ Cables & Connectors, Skillsoft, 2025
- Advanced Excel 365 (Charts, Sparklines, Formatting), Skillsoft, 2025
- Generative AI & Business Impact, Skillsoft, 2025
- Prompt Engineering Techniques, Skillsoft, 2025
- Collaboration & Influence, Skillsoft, 2025
- Communication under Pressure, Skillsoft, 2025
- Communication optimization, advanced charting, data entry, workbook visualization/printing, Microsoft 365 Copilot & Excel 365, 2025
- Chat Agent Excellence, Hotelbeds / Skillsoft / LinkedIn, 2025
- Discovering Customer Needs, Hotelbeds / Skillsoft / LinkedIn, 2025
- Handling Difficult Conversations, Hotelbeds / Skillsoft / LinkedIn, 2025
- Service Mindset, Hotelbeds / Skillsoft / LinkedIn, 2025
- Accredited Technical Professional - TeamSite System Administrator V1, Microsoft, 2025
- Web Positioning for Entrepreneurship, Other, 2025
- Google Analytics, Other, 2025
- IAB Digital Marketing Foundations, Other, 2025
Timeline
Theme Parks Executive, Global Operations
HBX Group
03.2023 - Current
Emergency & Customer Service Operations Executive
Hotelbeds
02.2022 - Current
Volunteer, Support for People with Disabilities
Ayntamiento de Calviá
06.2021 - 02.2022
Customer Operations Executive, Emergency Nightshift
W2M WORLD2MEET (Jet2holidays)
04.2018 - 03.2021
Commercial Executive & MICE
Hotel BH / Cursach Hotels Group
07.2017 - 03.2018
High School Graduate - undefined
Corpus Christi
Bachelor's Degree - Electrical and Electronic Engineering
ES POLITECNIC
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