GABRIEL MANTOVANI

• Providing exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
• Managing multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
• Boosting client satisfaction by developing and maintaining strong relationships through effective communication.
• Working remotely with minimal supervision in a start-up environment while developing and improving processes by partnering with production, operations, management, marketing, and engineering teams to launch, improve, and scale our products and systems.
  • Navigating through our various IT tools and browsers (Salesforce, Tableau, Confluence, Marketo, Zendesk, Back Office, Payments Admin, Slack, Okta, among others) with extreme attention to detail and organization as all actions/inputs are performed manually.
  • Successfully identifying and assessing all customers' needs to solve their problems completely with minimum touchpoints/return rate; including but not limited to issues regarding payments, redemptions, social gameplay, game result disputes, loyalty perks, and adjusting account limits.
  • Displaying the ability to interpret customers' intentions/concerns through high-level empathy and demonstrating the curiosity/drive to get to the root of a problem.
  • Following strict internal procedures, guidelines, and policies especially around the use of language as it relates to our patented model.
  • Building sustainable relationships with our high-end customer's portfolio through friendly, professional, and trustful interactions. Additionally, solved complex issues and escalated them accordingly to different teams.

• Develop and executed a customer focused strategy
• that lead to greater of preventative maintenance contracts, higher revenue per customer and ensure greater
• customer satisfaction.
• Managed all retention activities within an assigned service agreement customer base of $3M-$5M.
• Acted as the primary point of contact for the assigned customer base and develop a positive ongoing
• relationship with customers plus an intimate knowledge of each account.
• Interface effectively with district operations to deliver and improve service delivery
• Determined VIP customer needs and develop sales strategies to meet those objectives
• Reported progress and metrics to operation and corporate teams on a weekly and monthly basis.

• Minimized risk and managed the logistics of international relocations for multibillion-dollar corporate

clients, including VIP Executive moves and 100 assignees/month.

• Contributed to the achieved company distinction of the highest rated team globally for 2 years period.

• Reversed negative customer feedback and achieved 98% Customer satisfaction in total budget of moves

managed.

• Planned, organized, and coordinated Sea, Land, Air transportation while being proactive in identifying,

solving problems, and influencing decisions to ensure customer satisfaction.

• Created quotations, shipment details, allowance management and valuation claim processes.

• Ensured revenue, profitability, optimal guest satisfaction, employee development and retention.

• Accountability for planning, organizing, and directing all guest services, food and beverage operations, and

development processes while achieving optimal guest satisfaction.

• Analyzed, researched, and evaluated service issues, market trends and competitive offerings to provide market

and data-driven insights to inform the company strategy and priorities.

• Developed and created innovative menu along with restaurant's owner, chefs, and sous chefs.

• Lead project that resulted in cost reduction of immigration processes of USD 200k/year.

• Contributed to an increase of 96% assignee satisfaction in expatriation processes.

• Spear-headed the creation of a system to effectively manage assignee's data and work authorization

compliance details.

• Worked with Payroll team on preparation of payroll for expats by providing relevant data.

• Participated in a creation, development and implementation of an online travel management system which

resulted on a cost reduction, time reduction and efficient management of budgets.

• Coordinated HR projects, meetings, and training seminars.