Kassandra Fernandes
Montreal,Canada
Summary
Dynamic professional with extensive experience at Airbnb in user escalation management and cross-functional collaboration. Proficient in Salesforce and various CRM/SaaS tools, driving process improvements and enhancing client satisfaction through effective problem-solving. Developed impactful training materials and built strong partnerships, ensuring exceptional service delivery and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Executive Escalations, Senior Associate
Airbnb
Montreal, Quebec
09.2024 - 10.2026
- Managed user escalations at the highest level of CS to ensure timely and effective resolutions, directly representing C-level Executives.
- Collaborated with cross-functional teams to address complex service issues.
- Developed training materials for staff on escalation procedures and best practices.
- Analyzed trends in escalated cases to identify areas for process improvement.
- Facilitated communication between users and internal teams during critical issues.
- Coordinated follow-up actions to ensure user satisfaction after escalations.
Account Manager
OneLocal
Montreal, Canada
04.2023 - 09.2024
- Managed digital marketing accounts for SMBs, promoting collaboration with internal teams for project success.
- Processed client requests for website edits, content updates, and social media planning, ensuring timely delivery.
- Executed Google Business Profile optimization strategies to improve SEO performance and drive engagement.
- Orchestrated SMS marketing campaigns, utilizing targeted messaging to enhance client reach.
- Utilized JIRA ticketing system for managing project workflows and meeting deadlines.
- Conducted training sessions empowering clients to effectively use dashboard tools, maximizing ROI.
- Identified account up-selling opportunities based on clients' needs and digital marketing trends for revenue growth.
- Implemented retention initiatives to strengthen client relationships through regular communication and performance reviews.
Brand Consultant
Fantasia Villas
09.2022 - 03.2023
- Curated a Guest Experience Specialist Training Manual for current and new hires; soft skills, guest recovery strategies, planning and execution, and performance optimization techniques.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Planned, developed and led negotiation of key business partnerships.
- Designed & produced a blueprint for CRM migration by analyzing the business scope, needs, and opportunities.
- Developed and implemented a significant software transition (CRM) to enhance department quality and throughput.
- Created and maintained internal information banks to maximize employee efficiency and customer satisfaction.
- Built and established strong partnerships with teams, vendors and contractors. Managed portfolio of projects to drive on-time deliverables within scope and budget.
- Increased product knowledge by staying up to date on product offerings, features and functionality.
- Introduced change improvement plans to achieve goals, methodologies and initiatives.
- Assessed, monitored and reported on work progression.
- Represented company professionally when engaging with external and internal stakeholders and constituencies.
Premium Services Associate
Wealthsimple
07.2020 - 06.2022
- Managed all requests for Premium clientele, including online banking, institutional transfers, deposits/withdrawals, RESPs, discretionary letters, and POA statuses, ensuring exceptional service delivery.
- Proactively identified and addressed potential obstacles or opportunities related to Premium client requests, while maintaining a white-glove client experience from start to finish.
- Collaborated closely with internal stakeholders such as engineers, back-office operations, and portfolio managers to implement and develop efficient processes.
- Recognized with the 'Take Care of Each Other' award in January 2021 for exemplary teamwork.
- Spearheaded the development and implementation of the Live Chat feature in February 2021, in collaboration with Directors of Customer Service.
VIP Guest Experience Specialist
Airbnb
02.2018 - 06.2020
- Crafted personalized itineraries for VIP clientele by meticulously assessing their preferences, needs, and interests, while considering local offerings.
- Facilitated seamless scheduling and task delegation through proactive communication with guests, ensuring precise execution and a superior guest experience.
- Demonstrated foresight in anticipating and resolving guest inquiries with effective solutions, maintaining a high standard of service.
- Cultivated and leveraged destination expertise through comprehensive research and strategic communication with key local partners.
- Cultivated enduring relationships with suppliers, vendors, and guests, fostering collaboration and enhancing overall satisfaction.
Education
Attestation of College Studies (ACS) - Event Planning And Management
Lasalle College
Montreal12-2010
Skills
- Salesforce and Zendesk
- ChurnZero and JIRA
- Confluence and Notion
- Partnership development
- User escalation management
- Cross-functional collaboration
- Creative problem-solving
- Performance monitoring
- Digital marketing strategies
- Presentation delivery
- Itinerary planning
- Event planning
Accomplishments
Wealthy Award, 01/01/21, Company value: Take Care of Each Other. Issued by the Client Success Department; 1 of 5 winners of approx. 200 employees.
Certification
Project Management (In Progress)
Timeline
Executive Escalations, Senior Associate
Airbnb
09.2024 - 10.2026
Account Manager
OneLocal
04.2023 - 09.2024
Brand Consultant
Fantasia Villas
09.2022 - 03.2023
Premium Services Associate
Wealthsimple
07.2020 - 06.2022
VIP Guest Experience Specialist
Airbnb
02.2018 - 06.2020
Attestation of College Studies (ACS) - Event Planning And Management
Lasalle College