Currently contributing to the financial division of a leading specialist insurance business with global operations.

• Successfully reduced historical unallocated cash balances by more than 50% through systematic investigation and resolution processes.
• Delivered substantial aged debt reduction by over 69% through proactive stakeholder engagement and collaborative problem-solving with internal teams and external brokers.
• Achieved exceptional cash allocation efficiency by consistently allocating over 95% of current cash receipts within the month received.
• Enhanced operational efficiency by implementing comprehensive cash investigation protocols.
• Strengthened cross-departmental relationships through regular stakeholder meetings and effective communication with underwriting teams, improving overall process efficiency and internal collaboration.
• Commitment to professional development through specialized insurance training programs and mentorship initiatives focused on career advancement and process automation projects.

Manages strategic relationships with key selling partners to drive growth and satisfaction within Amazon's ecosystem.

• Managed a portfolio of 26 Selling Partner Accounts, generating a total Gross Merchandise Sales (GMS) of 22M Euro annually.
• Streamlined issue resolution by serving as an escalation path for complex Selling Partner Support (SPS) issues, ensuring timely and effective resolutions.
• Achieved an 86% Seller Satisfaction rate through proactive relationship management and problem-solving.
• Improved Seller Satisfaction by 45% by transitioning from a Case-by-Case Support Model to a more comprehensive Seller Relationship Support Model, enhancing overall support efficiency and partner experience.

Provided dedicated support to high-value selling partners, ensuring their success and satisfaction on the Amazon platform.

• Supported Premium Selling Partners generating over 500K Euro in Gross Merchandise Sales (GMS) annually, fostering strong client relationships.
• Acted as a critical escalation point for complex issues, significantly improving resolution times by implementing a Case-by-Case Support Model.
• Increased Seller Satisfaction by 23% by offering a dedicated escalation path for high-priority concerns, enhancing partner trust and efficiency.

Provided direct support to Amazon Selling Partners, resolving diverse issues related to products, payments, and Seller Central operations.

• Assisted Selling Partners in resolving product, payment, and Seller Central issues, ensuring smooth business operations.
• Escalated critical PPU issues to management, contributing to the successful creation of new Standard Operating Procedures (SOPs) in December 2020.
• Identified recurring seller concerns and collaborated with ACES teams to propose and implement effective solutions, driving continuous improvement.

Contributed to the design and improvement of learning experiences, focusing on content development and training optimization for Amazon's internal teams.

• Maintained and updated 11 JIRAs and created 15 new JIRAs for New Hire (NH) training and FBA & IIDP Upskills, emphasizing microlearning concepts.
• Led video production initiatives for chat contact training, integrating multimedia content into NH training modules.
• Analyzed training duration reports for pilot classes on Lighthouse (FBA Upskill), providing data-driven insights for program optimization.
• Conducted focus groups with trainees to gather feedback, identifying key areas for training improvement and new opportunities.

Provided customer service support for Brother Europe products.

Managed customer service and reservation inquiries for Avis Budget Group across EMEA.

Oversaw reception, housekeeping, sales, and marketing operations for a historic 33-room accommodation, driving quality improvements and business growth.

• Managed and continuously improved quality standards across Reception and Housekeeping departments.
• Developed and implemented standard operating procedures for reception desk and housekeeping, enhancing operational efficiency.
• Recruited and onboarded high-potential candidates for hotel launch, providing comprehensive first-time and ongoing training.
• Conducted in-depth analysis of existing sales channels and designed a new sales & marketing plan, contributing to an overall yearly occupancy of 93% over 5 years.
• Established a guest satisfaction strategy aligned with business needs, consistently reviewing metrics and survey results to implement customer feedback.
• Achieved high guest satisfaction ratings: 4.5 out of 5 on Google (>1600 reviews) and 8.8 out of 10 on Booking.com (>500 reviews).
• Coordinated complete group reservation processes, from initial contact to final invoicing, ensuring seamless execution and quality control.
• Led weekly stakeholder meetings to review sales performance, guest satisfaction, and feedback, implementing data-driven decisions.
• Reported directly to the Owner Family and Representatives of the Order of Saint Francis.

Served as an independent sales representative for Zumba Wear Europa in the fashion sector across the Balearic Islands.

Managed all aspects of operations for a five-star hotel, including sales, marketing, finance, and human resources, driving significant business growth.

• Analyzed existing sales channels and designed/implemented a new sales & marketing plan, increasing overall yearly occupancy to 83% within 4 years.
• Recruited top talent to elevate service standards and enhance customer satisfaction.
• Prepared comprehensive financial reports and P&L statements, providing critical insights for strategic decision-making.
• Chaired weekly stakeholder meetings to discuss business development and monthly extended meetings with owner family for strategic direction.
• Reported directly to the Owner Family.

Managed front office operations, focusing on establishing and improving standard procedures and staff training.

• Established, implemented, and continuously improved standard operating procedures for the reception desk.
• Hired high-potential candidates and provided onboarding and ongoing training to support hotel launch and maintain service quality.
• Reported to the Hotel General Manager.

Handled guest services, reservations, and check-ins for a countryside hotel, enhancing customer engagement.

• Managed customer service, reservation, and modification processes, including guest check-in and activity recommendations.
• Led the 'Daily Guest News' project, providing guests with information and recommendations, improving customer engagement and satisfaction by 15%.
• Reported to the Director of Rooms & Guest Relation.

Established and managed VIP guest relations and butler services for a five-star hotel, ensuring exceptional service quality.

• Established standard operating procedures for the new department, consistently reviewing and improving service quality.
• Recruited top-tier candidates and implemented training programs for new hires and ongoing staff development to ensure guest satisfaction.
• Reported to the Director Guest Relation.

Coordinated corporate social responsibility initiatives, focusing on training, community engagement, and social events.

• Delivered 'Yes, I can' company philosophy training to over 700 new hires, fostering a positive and proactive work culture.
• Developed and led monthly brainstorming workshops with employees to integrate responsible business practices into local community initiatives.
• Chaired quarterly stakeholder meetings to evaluate brainstorming inputs, review status, and report results of all responsible business initiatives.
• Led the implementation of responsible business workshop inputs from concept to execution.
• Successfully implemented the most impactful yearly social event, collecting over 1500 Christmas presents for children in developing countries.
• Reported to the EMEA Director Responsible Business.

Managed accounts receivable functions for a five-star hotel, ensuring financial accuracy and timely payment processing.

• Conducted daily audits of revenues from Front Desk, Restaurants, Bars, and Events, ensuring accuracy and completeness.
• Managed invoice creation and distribution for events, groups, and direct bill customers, including sending payment reminders and tracking.
• Tracked advanced and direct payments from customers and credit card companies, resolving payment appeals.
• Maintained all necessary income reports and journals to support monthly reporting by the Controller.