Gabriela Medina
Client Experience Specialist
Montréal,QC
Summary
Versatile and results-driven professional with 5+ years of experience in client service and strategic account management. Known for building strong relationships, coordinating complex cross-functional teams, and delivering seamless operational support. Skilled in financial analysis, CRM tools, and adapting quickly in fast-paced, evolving environments. Reliable, resourceful, and committed to exceeding expectations.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Account Manager
Skyservice Business Aviation
Dorval, Quebec
07.2024 - Current
- Manage a portfolio of 15+ high-value accounts, serving as the primary point of contact and ensuring consistent, proactive communication.
- Negotiate contract terms with clients, securing favorable agreements for both parties.
- Prepare and present annual budgets totaling over $10M, tailoring financial strategies to client needs and business goals.
- Deliver quarterly business reviews with operational insights and service metrics to reinforce trust and client retention.
- Resolve service escalations and operational disruptions swiftly, preserving client satisfaction and preventing potential churn.
- Maintain detailed client records using CRM tools to track engagement, spot trends, and drive continuous service improvement.
- Lead cross-functional collaboration for aircraft entry/exit-to-service projects and contractual renewals, aligning operational execution with client expectations and regulatory standards.
Client Account Executive
Nuovo Photography
Montreal, Quebec
10.2023 - 07.2024
- Developed and implemented personalized client care strategies, resulting in an increase in client satisfaction scores within 3 months
- Cultivated and maintained strong relationships with key clients, ensuring retention and loyalty
- Conducted regular account reviews and identified upsell opportunities, contributing to increase in revenue
- Assisted in sales efforts by identifying potential leads and nurturing client relationships
- Served as the first point of contact for client's in relationship to billing, products, design, production, experience, amongst others
- Negotiated contracts and terms of sale to ensure favorable outcomes for both the company and clients
- Generated invoices and assisted with payment plans and Account Receivables.
Administrator, Client Solutions and Experience
Skyservice Business Aviation
Mississauga, Ontario
01.2022 - 01.2023
- Enhanced team processes through data collection, analysis and Power Bi reporting for senior management and EMT
- Coordinated internal departmental and cross-departmental meetings and projects while providing support to Project Managers and Directors
- Assisted with the development of the organization's Global Operations Center
- Created and developed training material and programs delivered for and to Account Executives
- Created and reviewed managed clients' cost summaries, invoices and fee schedules
- Created, reviewed and maintained accurate sales and management records in SalesForce CRM
Coordinator, Flight Services
Skyservice Business Aviation
Mississauga, Ontario
01.2019 - 01.2022
- Scheduled and coordinated all operational logistics for domestic and international general aviation flights- including ground support, customs, passenger, crew and aircraft documentation, international charter ops, and overflight permits
- Provided individual support to managed clients and crew with all trip planning related matters while maintaining a very high level of professionalism, efficiency, attention to detail, and understanding of their needs and expectations
- Set-up passenger and crew travel arrangements relating to flights, such as special ground transportation, catering, entry requirements and other accommodations
Education
Advanced Diploma - Aviation Management, Honours
Georgian College
Barrie, ON 05.2016 - 08.2019
Skills
- CRM (Salesforce, HubSpot)
- Google and Microsoft Suite
- Power BI
- Deadline-driven
- Adaptable
- Effective communicator
- Creative and Analytical Thinking
- Problem-solving
- Detailed-oriented
- Teamwork and Collaboration
- Project management
- Proactivity and Reliability
- High performer
Websites
Passions
- Art
- The Great Outdoors
- Personal Development
- Health and Wellness
Certification
First Aid Certified
Timeline
Account Manager
Skyservice Business Aviation
07.2024 - Current
Client Account Executive
Nuovo Photography
10.2023 - 07.2024
Administrator, Client Solutions and Experience
Skyservice Business Aviation
01.2022 - 01.2023
Coordinator, Flight Services
Skyservice Business Aviation
01.2019 - 01.2022
Advanced Diploma - Aviation Management, Honours
Georgian College
05.2016 - 08.2019
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