Michel Gnancalo
Irving,TX
Summary
Highly motivated professional with several years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Owner & Manager
Cozy Homes
2017.06 - Current
- Business Ownership & Leadership: Successfully owned and managed a portfolio of 6 premium vacation rental properties, overseeing all aspects of operations to ensure exceptional guest experiences and optimal financial performance.
- Strategic Operations Management: Directed daily operations including property maintenance, guest services, and booking management. Implemented efficient processes that improved property upkeep and streamlined guest check-in/check-out procedures.
- Guest Relations & Service Excellence: Provided outstanding customer service by addressing guest needs, resolving issues, and managing feedback. Achieved a 95% guest satisfaction rating through attentive and personalized service.
- Marketing & Revenue Optimization: Developed and executed comprehensive marketing strategies to enhance property visibility and attract high-value guests. Leveraged digital marketing, social media, and online travel agencies to boost bookings and increase annual revenue by 25%.
- Financial Oversight & Budgeting: Managed all financial aspects of the business, including budgeting, expense tracking, and profitability analysis. Prepared detailed financial reports and forecasts to monitor performance and make informed business decisions.
- Regulatory Compliance & Standards: Ensured adherence to local regulations, safety standards, and zoning laws. Maintained high standards of property safety and cleanliness, updating property listings to reflect accurate information.
- Stakeholder Engagement: Fostered relationships with real estate agents, local businesses, and tourism boards to enhance property exposure and guest satisfaction. Negotiated with suppliers and service providers to secure favorable terms and improve service quality.
- Reservation & Booking Management: Utilized advanced property management systems (PMS) to handle reservations, cancellations, and inquiries. Applied dynamic pricing strategies to optimize occupancy rates and revenue in response to market trends and seasonal variations.
- Team Leadership & Development: Led a team of 5 staff members, including housekeepers and property assistants. Provided training, set performance expectations, and conducted regular evaluations to ensure high levels of service and operational efficiency.
Project Manager
Orange S.A.
2022.02 - 2023.11
- Stakeholder Management: Engaged with key stakeholders, including senior executives, clients, and external vendors, to define project objectives, scope, and deliverables. Conducted regular meetings to ensure alignment and address concerns promptly.
- Project Planning & Execution: Developed comprehensive project plans, including timelines, resource allocation, and risk management strategies. Utilized methodologies such as Agile and Waterfall to adapt to changing project requirements and ensure successful delivery.
- Budget Management: Administered project budgets. Monitored financial performance, optimized resource allocation, and implemented cost-saving measures while maintaining quality and stakeholder satisfaction.
- Risk & Issue Management: Identified potential risks and developed mitigation strategies to minimize project disruptions. Proactively resolved issues by collaborating with team members and stakeholders to implement effective solutions.
- Performance Monitoring & Reporting: Established key performance indicators (KPIs) to track project progress. Created detailed status reports and presented findings to stakeholders, highlighting accomplishments, challenges, and proposed solutions.
- Process Improvement: Initiated and led process improvement initiatives that enhanced project delivery efficiency. Implemented best practices and standardized procedures to streamline workflows and improve team productivity.
- Client Relationship Management: Cultivated strong relationships with clients by managing expectations, delivering regular updates, and ensuring high levels of satisfaction. Acted as the primary point of contact for project-related inquiries and escalations.
- Change Management: Effectively managed project scope changes by assessing impacts, updating project plans, and communicating modifications to stakeholders. Ensured change requests were processed and implemented seamlessly.
Payment Helpdesk Account Manager/Collections Specialist
Regus Management Group Llc
2018.08 - 2021.11
- Account Management: Managed a portfolio of high-value client accounts, handling payment inquiries, account adjustments, and resolving billing discrepancies. Ensured accurate and timely processing of transactions to maintain positive client relationships.
- Collections & Recovery: Conducted proactive collections efforts for overdue accounts, including negotiating payment plans and coordinating with clients to resolve outstanding balances.
- Customer Support & Issue Resolution: Provided exceptional support to clients via phone, email, and live chat. Addressed and resolved complex payment issues, billing errors, and account-related queries, maintaining high customer satisfaction levels.
- Data Analysis & Reporting: Analyzed payment trends and account data to identify potential issues and opportunities for process improvements. Prepared detailed reports on collections performance, account statuses, and recovery efforts for senior management.
- Process Improvement: Developed and implemented streamlined processes for payment handling and collections activities.
- System Management: Utilized Microsoft CRM and payment systems to track account activity, update records, and ensure accurate billing. Monitored system performance and worked with IT teams to resolve technical issues affecting payment processing.
- Compliance & Documentation: Ensured compliance with company policies, industry regulations, and legal requirements related to payment processing and collections. Maintained accurate and up-to-date documentation for all transactions and communications.
- Client Communication & Relationship Management: Fostered strong relationships with clients by providing clear communication and personalized service. Managed sensitive account information with confidentiality and professionalism.
- Cross-Functional Collaboration: Worked closely with finance, legal, and customer service teams to resolve complex payment issues and enhance overall service delivery. Provided feedback and insights to improve internal procedures and client interactions.
Insurance Customer Service And Sales Representative
Kresti
2018.01 - 2019.08
- Customer Service Excellence: Delivered exceptional service to clients by addressing inquiries, resolving policy issues, and providing accurate information on insurance products.
- Sales & Upselling: Successfully identified and capitalized on sales opportunities by assessing client needs and recommending appropriate insurance solutions.
- Policy Management: Assisted clients with policy applications, modifications, and renewals. Ensured accurate processing of documents and maintained up-to-date records in compliance with company and regulatory standards.
- Claims Support: Guided clients through the claims process, including filing claims, tracking progress, and resolving any issues.
- Product Knowledge: Maintained comprehensive knowledge of insurance products, including coverage options, pricing, and industry trends. Educated clients on the benefits of various policies and provided tailored recommendations to meet their specific needs.
- Database Management: Utilized CRM and insurance management systems to track customer interactions, manage leads, and update client information. Generated reports to monitor performance metrics and identify areas for improvement.
- Compliance & Regulation: Ensured adherence to insurance industry regulations and company policies. Conducted regular reviews of policies and procedures to maintain compliance and mitigate risks.
- Team Collaboration: Worked closely with colleagues and management to achieve team goals and enhance service delivery. Participated in training sessions and workshops to stay current with industry developments and best practices.
- Problem Solving: Addressed and resolved complex customer issues by employing strong analytical and problem-solving skills. Implemented solutions that improved client retention and satisfaction.
Consulting Intern
Ernst And Young
2017.06 - 2017.08
- Project Support & Analysis: Assisted senior consultants in conducting market research, data analysis, and preparing client presentations. Contributed to the development of strategic recommendations for clients in various industries, including finance and technology.
- Client Engagement: Participated in client meetings and workshops, providing support in documenting requirements and capturing insights. Facilitated effective communication between client stakeholders and the consulting team to ensure alignment with project objectives.
- Data Management & Reporting: Analyzed large datasets to identify trends and insights relevant to client projects. Developed reports and visualizations using tools such as Excel and PowerPoint, aiding in the presentation of findings and recommendations.
- Problem-Solving & Strategy: Assisted in the evaluation of business processes and operational efficiencies. Supported the creation of strategic plans aimed at improving client performance and achieving business goals.
- Research & Documentation: Conducted comprehensive research on industry trends, competitive landscape, and best practices. Documented findings and compiled summaries to support consulting engagements and enhance project deliverables.
- Team Collaboration: Worked closely with consulting teams to support project execution, including scheduling meetings, coordinating tasks, and tracking project milestones. Contributed to team brainstorming sessions and collaborated on problem-solving initiatives.
- Presentation Preparation: Aided in the preparation of client presentations and reports, including designing slides, creating charts, and formatting documents. Ensured accuracy and clarity of content to effectively communicate key messages to clients.
- Professional Development: Gained exposure to various consulting methodologies and industry practices through hands-on experience and mentorship. Participated in training sessions and workshops to enhance consulting skills and knowledge.
Consulting Intern
Pricewaterhousecoopers
2016.06 - 2016.08
- Strategic Analysis Support: Collaborated with senior consultants to analyze business challenges and develop strategic solutions for client projects. Contributed to the formulation of actionable insights by synthesizing data from various sources.
- Client Research & Insights: Assisted in conducting comprehensive research on client industries, including competitor benchmarking and market trends. Prepared detailed briefs that informed strategic recommendations and client presentations.
- Operational Assessment: Engaged in the evaluation of client operational processes to identify inefficiencies and areas for improvement. Supported the development of recommendations to streamline operations and enhance productivity.
- Project Documentation: Compiled and organized project documentation, including meeting minutes, action items, and status reports. Ensured that all documentation was accurate and easily accessible for team members and clients.
- Presentation Development: Created visually compelling presentations using PowerPoint, incorporating data visualizations and key insights to effectively communicate findings to clients and stakeholders. Contributed to the design and structure of client-facing deliverables.
- Cross-Functional Teamwork: Participated in team meetings and collaborative sessions, providing input on project strategies and problem-solving approaches. Coordinated with various departments to support the implementation of consulting solutions.
- Data Management: Assisted in the collection and analysis of client data, using tools such as Excel to create models and perform calculations. Supported data-driven decision-making by providing clear and actionable analysis.
- Exposure to Consulting Practices: Gained hands-on experience with PwC’s consulting frameworks and methodologies. Attended internal training sessions and workshops to further develop consulting skills and industry knowledge.
Education
Bachelor of Science -
University Of North Texas
2017-01
Skills
- Account Planning
- Best Practice
- Brand Awareness
- Business Development
- Business Goals
- Business Opportunity
- Comprehensive
- Computer Network
- Customer Acquisition
- Customer Communication Management
- Customer Retention
- Customer Satisfaction
- Customer Service
- Data Analysis
- Data Driven
- Data Visualization
- Empathy
- Financial Reporting
- Issue Resolution
- Loyalty
- Marketing
- Marketing Planning
- Market Research
- Operational Efficiency
- Project Communication Management
- Project Planning
- Risk Management
- Sales Presentation
- SQL
- Streamlining Process
- Target Marketing
- Tax Planning
- A/B Testing
- Python Programming
- NoSQL Databases
- Product Development
- Project Management
- Client Relations
Certification
Data Science Southern Methodist University
Personal Information
Title: Consultant
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Spanish
Limited
References
References available upon request.
Timeline
Project Manager
Orange S.A.
2022.02 - 2023.11
Payment Helpdesk Account Manager/Collections Specialist
Regus Management Group Llc
2018.08 - 2021.11
Insurance Customer Service And Sales Representative
Kresti
2018.01 - 2019.08
Owner & Manager
Cozy Homes
2017.06 - Current
Consulting Intern
Ernst And Young
2017.06 - 2017.08
Consulting Intern
Pricewaterhousecoopers
2016.06 - 2016.08
Bachelor of Science -
University Of North Texas
Data Science Southern Methodist University
Similar Profiles
Monique WalkerMonique Walker
Licensed Realtor at Cozy Homes RealtyLicensed Realtor at Cozy Homes Realty
Faiyaz MohammedFaiyaz Mohammed
Customer Service at Cozy Corner ResturantCustomer Service at Cozy Corner Resturant
Talatou Salamatou IbrahimTalatou Salamatou Ibrahim
Commercial and Residential Cleaner at Cozy HomeCommercial and Residential Cleaner at Cozy Home