Hi, I’m
Gissel Osorio
Event Manager
Riverview,FL
Summary
I am a highly motivated events, marketing, and customer success professional with a proven track record of exceeding goals and delivering exceptional customer service. With over 6 years of experience in successful software implementation and customer retention, I am passionate about building and maintaining client relationships as well as motivating others and offering extensive product knowledge and industry best practices.
Overview
12
years of professional experience
2
Languages
Work History
HopinRemote / Tampa, FL
Event Manager
08.2021 - Current
Job overview
- Regularly trained clients on complex technical products while exceeding OKRs and operational metrics and continuously improving processes to exceed customer expectations and internal team collaboration.
- Managed an average of 80 Scaled & Enterprise accounts yearly - totaling over $3.4 Million in ARR while also averaging a 4.7/5 NPS score overall.
- Worked cross-functionally with product, marketing, event and sales teams to identify training needs, develop training programs, and measure effectiveness.
- Designed, developed and delivered onboarding and ongoing training for sales, customer success and event services teams on product knowledge and product releases.
- Implemented contingency plans to address last-minute changes or unforeseen events.
HopinRemote / Tampa, FL
Senior Customer Success Manager
03.2021 - 08.2021
Job overview
- Bring solutions-driven approach to address any customer issues in virtual and hybrid events..
- Collaborated with Sales and Product teams to create a program for cross company communications on customer trends and product releases and platform updates.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Gabbert Waste SolutionsSarasota
Office Manager & Marketing Specialist
05.2020 - 05.2021
Job overview
- Developed a comprehensive training curriculum for newly onboarded employees covering software operations and onsite management procedures.
- Lead the rebranding process at GWS by coordinating ad website advertising, website design, collateral production and social media platforms.
- Established new partnerships with local construction and landscaping firms directly resulting in an increase of over 60% revenue in a span of 6 months.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Community BrandsRemote / Orlando, FL
Senior Customer Success Manager
07.2017 - 04.2020
Job overview
- Consulted clients on the implementation of our mobile fundraising technology to ensure successful, profitable, and sustainable partnerships.
- Generated over $25.5 Million in proceeds for over 100 clients, levying industry best practices and innovative fundraising tactics.
- Achieved over 75% client retention during our busiest event season while sustaining an NPS rating of 98.9% from 43 clients.
- Created a Run of Show template for internal teams to help provide product knowledge to customers and better prepare for onsite event management, resulting in an average of 2 hours saved per implementation.
- Responsible for training and supervising staffing teams of more than 20 on platform best practices and event support.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Enterprise Holdings IncSarasota
Lead Rental Agent
11.2010 - 07.2017
Job overview
- Tasked with marketing and vending products and services by educating customers on the advantages of each offering.
- Spearheaded a new sales project to promote exotic cars in our fleet, which resulted in an overall revenue increase of over 16% over 3 months.
- Demonstrated ability to rapidly adjust to dynamic circumstances, consistently developing and enhancing skills through each engagement, effectively addressing challenges with composure and professionalism, particularly in demanding circumstances.
- Resolved customer disputes to maintain positive relationships and increase customer base.
Education
Florida Southwestern State College
Associate of Arts
09.2008 - 05.2011
Skills
Event Management
undefinedTimeline
Event Manager
Hopin
08.2021 - Current
Senior Customer Success Manager
Hopin
03.2021 - 08.2021
Office Manager & Marketing Specialist
Gabbert Waste Solutions
05.2020 - 05.2021
Senior Customer Success Manager
Community Brands
07.2017 - 04.2020
Lead Rental Agent
Enterprise Holdings Inc
11.2010 - 07.2017
Florida Southwestern State College
Associate of Arts
09.2008 - 05.2011
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