Summary
Overview
Work History
Education
Skills
Certification
Polaroid
Languages
Timeline
OperationsManager
Maria Giovanna Argiolas

Maria Giovanna Argiolas

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager

PressPage
09.2022 - Current
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
  • Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
  • Developed data-driven action plans to improve customer outcomes and experiences.
  • Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.

Customer Success Manager

Oaky
09.2018 - 08.2022
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Developed comprehensive training materials that facilitated faster customer proficiency with the product.

Account Manager

Booking.com HQ
10.2014 - 08.2018
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.

Rooms Division Manager

Imperiale Palace
01.2012 - 10.2014
  • Improved guest satisfaction by implementing innovative strategies in room allocation and reservation management.
  • Streamlined operations for increased efficiency, focusing on staff scheduling and resource allocation.
  • Enhanced customer experience with thorough training of front office, housekeeping, and concierge teams.
  • Boosted revenue generation by collaborating with sales and marketing teams to develop effective promotions.
  • Ensured optimal staffing levels during peak seasons, coordinating with HR for timely recruitment and training of new hires.

Front Office Manager

Grand Hotel Savoia, Novotel Genova Ovest
04.2009 - 12.2011
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.

Front Desk Receptionist

Candiani Hotel, Ianua Hotel
04.2006 - 03.2009
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Streamlined office operations for improved productivity with effective organization and communication skills.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Increased guest retention by maintaining a welcoming and organized reception area.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.

Education

Master - Human Resources Management

ISTUM_School of Management Human Resources
Bologna, Italy
07.2018

Political Sciences -

University of Cagliari
Cagliari
04.2005

Skills

  • Training and development
  • Customer feedback analysis
  • Account growth
  • Strategic planning
  • Relationship management
  • Upselling strategies
  • Customer retention
  • Product knowledge
  • Cross-functional collaboration

Certification

  • CM - Certified Manager Certification (CCSM Level 2)
  • CHBA - Certified in Hospitality Business Acumen
  • Revenue Management
  • The Fundamentals of Upselling
  • Google Digital Marketing

Polaroid

In love with Perfect Imperfections

Languages

English
Advanced (C1)
Italian
Bilingual or Proficient (C2)

Timeline

Senior Customer Success Manager

PressPage
09.2022 - Current

Customer Success Manager

Oaky
09.2018 - 08.2022

Account Manager

Booking.com HQ
10.2014 - 08.2018

Rooms Division Manager

Imperiale Palace
01.2012 - 10.2014

Front Office Manager

Grand Hotel Savoia, Novotel Genova Ovest
04.2009 - 12.2011

Front Desk Receptionist

Candiani Hotel, Ianua Hotel
04.2006 - 03.2009

Master - Human Resources Management

ISTUM_School of Management Human Resources

Political Sciences -

University of Cagliari

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Maria Giovanna Argiolas