DANIELA PAPPALARDO
Summary
Experienced professional with 7+ years in Digital Marketing, Inbound Marketing, B2B Sales, SaaS-based data analytics Platform, and Account Retention. Thrives on intellectual curiosity and problem-solving to help clients achieve optimal solutions and maximize revenue opportunities.
Overview
11
11
years of professional experience
Work History
Front Office Manager
Ballium Luxury Relais
Sicily, Italy
06.2022 - 04.2025
- Resolved guest complaints professionally, fostering positive relationships with customers for future business opportunities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Developed cross-functional communication efficiency within the different teams in the hotel to improve decision-making process and problem-solving abilities.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Customer Success Manager EMEA
Tripadvisor
Dublin, IE
04.2018 - 11.2022
- Acted as a primary point of contact for a portfolio of 400+ accounts, ranging from small independent hotels to large groups and hotel chains, for a value of over 2.5 M, B2B model.
- Building trusting and long-term partnerships, identifying and addressing unique customers’ needs and USPs in a win/win mindset (130% average achievement quarterly, Top Performer Globally in 2018).
- Proposing different products and strategic solutions to customers (PPC, subscription and SAS) tailoring my communication and marketing strategies to each situation.
- Leveraging outbound phone calls, virtual meetings, and email prospecting (around 900 tasks daily).
- Creation of strategic emails, visual content and banners to gain first interest, to engage customer trust, and support a faster and more efficient sale process.
- Involved in the coaching and training of new sales staff (2019 - present, 30+ new customer success representatives hired EMEA).
- Active member of ERG (Employee Resource Group) in the Woman Group for inclusion and diversity and in the Career Committee (US-APAC - EMEA). I helped to organise and to realise different events, I developed “Unconscious Gender Bias in the workplace” an event for ERG group in Dublin and leaded the “Learning and development women team” in Dublin.
Optimization Consultant EMEA
Tripadvisor
Oxford, UK
03.2016 - 03.2018
- Engaged more than 700 customers ensuring they were well aware and satisfied about the products purchased, walking them through marketing analysis and consultancy.
- Data analysis, existing campaign and subscription optimisation, and strategic consultancy, to clearly link features and benefits to drive customer satisfaction and increase engagement.
- Cross-functional communication among different departments (Sales, Accounting, Marketing).
- Reduced customer churn by 100% (Top Performer Globally in 2016)
- Upsold Ads campaign solutions (>200% of my target, Top Performer Globally 2017).
Account Coordinator
TripAdvisor
Oxford, UK
05.2015 - 02.2016
- Worked closely with the Customer Success team to help them manage accounts on the administration side.
Event Manager
CCM, Milan
Catania, Italy
10.2014 - 03.2015
- Book Store and Cultural Association to promote art and culture.
- Worked on the planning first, and then, on the online marketing promotion for events in Catania and Milan (live music, photo showroom, book presentations and such).
Education
Digital Marketing Level 4 -
CIM - The Carted Institute of Marketing
01.2018
Publishing and Editing - undefined
Accademia delle Editorie
01.2014
Master Degree - undefined
Catania University
01.2012
Skills
- Microsoft Office Package
- Email marketing
- Salesforce
- Google Analytic
- Problem solving
- Branding
- Onboarding process
- Customer account management
- Customer relationship building
- Customer retention
- Strategic planning
- Training development
LANGUAGES
Italian - Native
English - Proficient
Hobbies and Interests
Tennis, Travelling, Writing, Photography
Training
- MEDDIC Sales Methodology
- Customer Success - Udemy Academy
- Human Resource - Global Hiring - Deel
WHAT I'M PROUD OF
- SME (Subject Matter Expert) in Customer Management
- Top Performer Globally
- Consistently achieved over 100% average of my targets
- Boosted customer retention by 25%
- Enhanced team performance through coaching and training
STRENGTHS
- Creative - Creativity is just intelligence having fun (A. Einstein). I came to see that being creative begins with studying a great deal and being highly knowledgeable in your field, followed by an open mind while experimenting with conventional solutions to discover novel ones.
- Growth minded - The path to success is stepping outside of your comfort zone, pushing yourself, embracing challenges, and not being afraid of failing.
- Eager learner - Grateful for any feedbacks and new points of view.
- Fast learner - Used to working in a fast paced environment.
- Target oriented - Overachieving is a sort of addiction.
- Detail oriented - Because the devil is in the details.
- Self motivated - Ithaka is the journey (C. Cavafis). Passionate, positive and resilient on the journey to success.
- Team Player - Working together leads to greater results from every angle.
Timeline
Front Office Manager
Ballium Luxury Relais
06.2022 - 04.2025
Customer Success Manager EMEA
Tripadvisor
04.2018 - 11.2022
Optimization Consultant EMEA
Tripadvisor
03.2016 - 03.2018
Account Coordinator
TripAdvisor
05.2015 - 02.2016
Event Manager
CCM, Milan
10.2014 - 03.2015
Publishing and Editing - undefined
Accademia delle Editorie
Master Degree - undefined
Catania University
Digital Marketing Level 4 -
CIM - The Carted Institute of Marketing