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
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
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
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
05.2015 - 02.2016
- Worked closely with the Customer Success team to help them manage accounts on the administration side.
Event Manager
CCM, Milan
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
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