Teresa Iglesias
Summary
Onboarding and Implementation professional with over 6 years of experience in the hospitality SaaS industry. Experienced in managing end-to-end implementation projects, coordinating cross-functional stakeholders, and leading customers through successful software deployments. Proven ability to manage multiple accounts, build trusted client relationships, and deliver seamless onboarding experiences that drive product adoption and customer success.
Overview
11
11
years of professional experience
Work history
GDS & Expert Partner Solutions Consultant
SiteMinder
2024.08 - Current
- Managed end-to-end GDS implementation projects for multi-property hotel groups with portfolios of over 70 properties, serving as primary customer contact throughout implementation lifecycle and ensuring successful project delivery.
- Reduced average implementation turnaround times by 25%, while maintaining high quality standards and customer satisfaction.
- Delivered post-implementation consultancy and strategic guidance, enabling customers to optimise their strategy, increase bookings, and maximise revenue.
- Built trusted relationships with customers by setting clear expectations, proactively communicating project progress, risks, and timelines, and ensuring a seamless implementation experience.
- Managed a dedicated portfolio of Expert Partners, acting as their primary point of contact, providing priority support and accelerated response times.
Senior Onboarding Specialist
SiteMinder
2023.07 - 2024.07
- Mentored and coached a team of 6 specialists, providing guidance and feedback to enhance skills and improve overall team effectiveness.
- Selected by leadership to pilot new operational processes before wider team rollout, providing feedback that contributed to successful adoption across the organisation.
- Reviewed daily governance reports to ensure process compliance and identify improvement opportunities, maintaining operational standards across the team.
Customer Success Consultant [3-month Secondment]
SiteMinder
2023.01 - 2023.03
- Proactively engaged with at-risk hospitality customers to identify business challenges and strengthen long-term customer relationships.
- Reviewed commercial agreements and prepared contract amendments.
- Leveraged Tableau dashboards to analyse customer health metrics, operational KPIs, and churn trends, enabling data-driven decision-making and proactive customer engagement.
L3 Onboarding and Implementation Specialist
SiteMinder
2022.01 - 2023.06
- Managed end-to-end onboarding projects for hospitality clients, ranging from independent to enterprise groups, ensuring a seamless transition from Sales through implementation and ongoing Customer Success.
- Partnered closely with customers to understand their business objectives, gather implementation requirements, and deliver tailored onboarding plans that maximised customer satisfaction.
- Coordinated implementation timelines, project milestones, and stakeholder communications, ensuring projects were delivered on schedule, within service-level agreements (SLAs), and aligned with customer expectations.
Technical Content Writer [6-month Secondment]
SiteMinder
2021.01 - 2021.06
- Developed comprehensive, user-friendly product documentation and FAQs for a newly launched software product.
- Identified UI enhancement opportunities, providing feedback and alternative solutions that improved user experience.
L3 Customer Solution Analyst
SiteMinder
2019.09 - 2021.12
- Provided high-quality technical support to diverse portfolio of customers, including Enterprise and VIP accounts while consistently exceeded key performance indicators (KPIs)
- Acted as Subject Matter Expert (SME) for core products, offering guidance to colleagues and sharing product knowledge.
- Collaborated with Team Manager to establish quality assurance (QA) framework for new hires, promoting consistent standards.
Marketing Assistant
LG Electronics
2016.01 - 2017.01
- Collaborated on online and store marketing campaigns.
- Improved search engine rankings through diligent SEO practices.
- Conducted competitor analysis to identify market trends.
Education
Business and Administration -
Universidad Autónoma de Madrid (UAM)
SpainAdditional courses -
...
Skills
TECHNICAL
- CRM and Salesforce expertise
- API integrations and project management
- Confluence, Jira, Slack
- Graylog, iTerm and XML
- CRS and native GDS systems using Emulator
CORE COMPETENCIES
- Problem-solving and troubleshooting
- Adaptability and flexibility
- Ownership and accountability
- Analytical thinking
Timeline
GDS & Expert Partner Solutions Consultant
SiteMinder
2024.08 - Current
Senior Onboarding Specialist
SiteMinder
2023.07 - 2024.07
Customer Success Consultant [3-month Secondment]
SiteMinder
2023.01 - 2023.03
L3 Onboarding and Implementation Specialist
SiteMinder
2022.01 - 2023.06
Technical Content Writer [6-month Secondment]
SiteMinder
2021.01 - 2021.06
L3 Customer Solution Analyst
SiteMinder
2019.09 - 2021.12
Marketing Assistant
LG Electronics
2016.01 - 2017.01
Business and Administration -
Universidad Autónoma de Madrid (UAM)
Additional courses -
...