Cristian Sola

- Collaborated with account managers to design and implement innovative servicing strategies that drove customer engagement and satisfaction for high-value clients in the luxury travel industry.

-Leveraged data to identify customer behavior trends, patterns and insights, leading to an increase in customer satisfaction across luxury travel segment.

- Assisted high-net-worth individuals in organizing and carrying out luxury travel arrangements, while discovering service opportunities to improve the overall customer experience.

- Created, oversaw and trained the deployment of corporate online learning courses intended to give our agents the resources and assistance they need to give our valuable clients an excellent experience from start to finish.

- Designed unique e-learning courses and modules to assist in educating more than 100+ employees in the US, Canada, and Latin America on our company's CRM and entertainment portals
- Collaborated with account managers and business development to comprehend the incoming pipeline of high-net-worth financial clients, such as MasterCard, American Express, and Visa
- Created and provided corporate program training, as needed, to both new hires and current team members in accordance with the corporate clients they would support
- Work together with the Lead Training Team and Account Managers to identify trends and create solutions, making sure that you contribute to the continuous creation of corporate training programs that meet the needs of US businesses
- Ensured that all new hires in the five US offices understood the unique concepts and methods required to manage everyday customer service by providing corporate program training

- Liaised with internal departments to optimize operational efficiency in 22 international offices catering to more than 50 corporate clients and employee reward schemes with thousands of participants globally

- Tracked goals and performance of employees, retraining to address issues and maximize output and client retention

- Created plans for high and low users, as well as engage members who haven't used our service in a while

- Oversaw daily activities, making sure they were finished on schedule and making use of any entertainment connections we had in order to increase member satisfaction and retention

- Oversaw a group of Lifestyle Managers while surpassing productivity and income goals to satisfy more than 7+ million individual requests for membership satisfaction globally
- Recruiting, supervising, and educating lifestyle managers on how to perform day to day tasks

- Responsible for managing operations and concierge services to give our clients seamless reservations, itinerary planning, and advice on what to do or where to go

- Assists in handling escalated customer service issues and provides coaching to concierge staff

- Fulfilled everyday lifestyle demands for high-net-worth individuals and business clients, such as reserving tickets to VIP music events or festivals, luxury vacations, or restaurants

- Shown the capacity to meet internal service level agreements while handling 50–60 calls and emails from clients that needed to be answered right away

- Fostered, sustained and responsible for developing and monitoring supplier relations with five box office brokers and hospitality networks to ensure that the high standards of our members were being met

- Oversaw all facets of staff and onboard training. Managed day to day operations of the ship ensuring overall safety, security, passenger and crew welfare. This included anywhere from 15-300 individuals at any given time

- Evaluated staff performance and made recommendations for training improvement

- Interpreted, explained and enforced human resources policies to keep staff in compliance with standards

- Helped management improve appraisal, counseling and performance optimization techniques to maximize workforce satisfaction and productivity