Slack
Mariacecilia Golan
Denver,CO
Summary
Business graduate with bilingual education, Master’s Degree in Technology and Management and over 10 years of customer satisfaction, operations and management experience. Fluent in Spanish, English and French. (Beginner in Portuguese and Italian)
Overview
19
19
years of professional experience
1
1
Certification
4
4
Languages
Work History
Customer Success Manager
HeavyConnect
11.2020 - Current
- Responsible for kick-off calls, deployments, and 90 days validation process
- Conduct monthly, quarterly, and annual business meetings with customers
- Responsible for customer retention
- Responsible for training new Support team members in platform
- Responsible for product expansion with current customers
- Responsible for NPS management
- Maintain positive customer relations by collecting customer feedback on a daily basis
- Schedule customers' meetings to provide updates of features/functionalities and ensure that the product is exceeding their expectations
- Provide training videos, and any type of training material to educate customers about the product
Owner Manager
World Class Hospitality Services
07.2014 - 03.2020
- World Class Hospitality Services offered consulting, training and recruiting services to luxury boutique hotels and concierge services to individual travelers.
Hotel Specialist/Operations Manager
Inspirato LLC
10.2011 - 07.2014
- Managed properties and hotels located in Dominican Republic, France, Anguilla, Argentina, Mexico, St. Barth's, UK, and California.
- Liaison between the company and our residential owners, hotel and resort partners.
- Interviewed, hired, trained, managed, coached and created the most successful destination operation team including concierge, housekeeping and maintenance services.
- Ensured consistency in the field with exceptional service delivery, branding and property management.
Director of Guest Services
The Boulders Resort By Hilton
02.2008 - 08.2009
- Monitored different marketing strategies in order to increase hotel occupancy
- Approached all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
- Responsible for national and international communication with guests
- Monitored operations of the Front of the House/Telecommunications and Reservations
Front Office Manager
Mondrian Scottsdale
01.2007 - 02.2008
- Managed and trained front office staff
- Handled complaints and specific guests requests
- Oversaw Front Desk, Telecommunications, Concierge and Bell Staff
Director of Housekeeping
Omni Interlocken Resort
08.2005 - 10.2006
- Monitored labor costs and supervised housekeeping budget
- Managed employee scheduling (60-70 employees)
- Hired, trained, and supervised Housekeeping, Laundry, Utility, and Minibar employees
Education
Project Manager -
University of Denver
Denver - COLicenciatura Administración De Empresas - BABS
El Salvador
Buenos Aires - ArgentinaMaster of Science Applied in Management -
University of Denver
Denver, COSkills
- International background
- Adaptable to change
- Decision making
- Problem solving
- Teamwork skills
- People skills
- Multilingual
- Leadership training
- Project Management
- Account Management
- Support
- Management
Accomplishments
2008 Manager of the Quarter (MOQ) Hilton Hotel Corporation
2007 Achieved top service scores company wide in the first year
(Morgans Hotel Group)
2006 Manager of the Quarter (MOQ) Omni Hotels
Certification
- Certificate in hospitality and tourism
Software
Hubspot
Salesforce
Zendesk
Trello
Miro
Timeline
Customer Success Manager
HeavyConnect
11.2020 - Current
Owner Manager
World Class Hospitality Services
07.2014 - 03.2020
Hotel Specialist/Operations Manager
Inspirato LLC
10.2011 - 07.2014
Director of Guest Services
The Boulders Resort By Hilton
02.2008 - 08.2009
Front Office Manager
Mondrian Scottsdale
01.2007 - 02.2008
Director of Housekeeping
Omni Interlocken Resort
08.2005 - 10.2006
Project Manager -
University of Denver
Licenciatura Administración De Empresas - BABS
El Salvador
Master of Science Applied in Management -
University of Denver