Summary
Overview
Work History
Education
Skills
Proficiencies
External Activities
Accomplishments
Certification
Languages
Timeline
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CONSTANZA ZAMBRANO

New York

Summary

Multi-unit business leader with a focus on optimizing customer experience. Excel at owning team projects with high productivity and efficiency, ensuring smooth operational flow and superior service delivery. Skilled in customer relationship management, team leadership, customer retention, and process improvement.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Assistant General Manager

Industrious
New York
08.2024 - Current
  • Oversee customer experience, operations and manage key accounts across six business units in New York City and New Jersey, driving $26.6 million in annual revenue
  • Key escalation point for managed accounts in end-to-end customer lifecycle, spearheading problem solving initiatives and service recovery, resulting in 99% NRR across 6 business units and maintained 78 average Net Promoter Score
  • Manage account renewals and negotiations, driving an average of 13% renewal increase rate and 81% renewal success rate
  • Directly manage and mentor a high-performing team of 9 to exceed OKRs and spearheading strategic initiatives across six business units in NYC and NJ
  • Manage and maintain landlord partnerships, leading monthly status meetings and providing analytic performance reporting

Member Experience Manager

Industrious
Atlanta
11.2022 - 08.2024
  • Managed a business unit generating $4.2 million in revenue across 90 accounts.
  • Led to a 13% increase in unit occupancy, and an all-time NPS high of 93.8 over 18 months.
  • Proactively manage a $400K operating and capital expense budget, resulting in 18 consecutive months of unit profitability.
  • Nurture inside sales leads through tours, negotiations, and hospitality, while maintaining opportunity details in CRM (Salesforce).

Operations Associate

Industrious
New York
10.2021 - 11.2022
  • Handled planning of weekly and monthly food & beverage offerings, vendor relations, and timeline setting to ensure consistent and high quality member perks
  • Owned client onboarding processes
  • Implement exciting and creative perks to encourage back to office shift, resulting in 15% increase in occupancy

Coordinator

Condeco Media
Atlanta
05.2020 - 10.2021
  • Support timeline setting and bookings of various projects in development, including production schedules, payroll, and vendor meetings
  • Cross-functional liaison between various companies (e.g. Amazon Studios, Frontera Films, Non-Stop, Disney, and Condeco Media)

Education

Bachelor of Arts - Political Science

University of South Carolina
Columbia, SC
05.2020

Skills

  • Account Management
  • Customer Relationship Management (CRM)
  • Operational Strategy
  • Data Analysis
  • Renewal Negotiation
  • Customer retention
  • Problem-Solving
  • Budget Management

Proficiencies

  • Salesforce CRM
  • ZenDesk
  • Tableau Analytics
  • Lookr
  • AirTable
  • Microsoft Office
  • Google Suite

External Activities

Kappa Delta, Columbia, SC, Assistant Vice President of Recruitment, 08/19, 12/19, Organized applicant information and voting processes for 1900 potential new members and managed recruitment statistics, Oversaw operations for recruitment practice weeks, member voting, and advisor communication

Accomplishments

  • M-Bee-A Leadership Development Program (2025)
  • Bee Leader Distinction (2024)

Certification

  • Certificate Associate in Project Management (CAPM)® - Project Management Institute - Expected August 2025
  • Certificate in Digital Marketing and Analytics - Purdue University

Languages

Spanish
Full Professional

Timeline

Assistant General Manager

Industrious
08.2024 - Current

Member Experience Manager

Industrious
11.2022 - 08.2024

Operations Associate

Industrious
10.2021 - 11.2022

Coordinator

Condeco Media
05.2020 - 10.2021

Bachelor of Arts - Political Science

University of South Carolina

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CONSTANZA ZAMBRANO