Esmeralda G.

My mission is to create journeys that aren’t just seen in photos—they’re felt in life: authentic experiences, unforgettable memories, and purposeful adventures.

I have led travel groups around the world as a Tour Leader (Trips in Italy, Cuba..). This role has refined my leadership abilities and interpersonal skills.

- Execute and manage a sponsorships strategy - Manage go-to-market event plans, including project work-backs and execution plans for each event - Liaise with internal stakeholders to develop timely inputs, meet attendance and meetings goals, and set-up processes to maintain a high bar on quality execution - Perform post-event lead ingestion, uploads, and tracking using Salesforce - Compile, analyze, and present performance metrics to identify potential opportunities for program growth and improvement - Establish guidelines and best practices across teams, leading and contributing to event calendar, stakeholder communications, standard operating procedures (SOP), vendor lists, and documentation of mechanisms. - Source services from vendors through RFPs and analysis to scale support. - Write and contribute to documents for leadership and stakeholders.

• Schedule training classes in locations across Spain, Italy and Portugal. This includes arranging venues, coordinating instructors and ordering training materials. • Liaise with students to accept their registrations and manage cancellations/changes. • Manage inbound communications including customer concerns. • Manage monthly invoicing. Assist as required with Accounts Payable and Accounts Receivable functions. • Review class evaluation, compile results for reports • Administration of qwiklabs and Gilmore platforms • Keep up-to-date with the different platforms and tools we work with, such as Sharepoint, Instructor Calendar, various tracking and reporting spreadsheets • Liaise with Business Development Managers to support onsite training engagements: scheduling instructors, liaising with legal department regarding contracting, liaising with customer about student registrations and class logistics, supporting the AR team with customer setup and billing. • Liaise with Training Regional Managers to support instructor enablement, ramp-up and to manage the instructor’s weekly schedule

- Resolving investigations that have been escalated by customers to Jeff Bezos, Managing Directors, Legal, MP’s and PR, requiring the assessment of existing processes and policies. - Creating monthly business review (MBR) reports for senior management, analysing root causes and addressing corrective actions. - Monitoring MRI and MC escalation queues, identifying misses and ensuring to meet SLAs. - Contributing to Kaizen events, identifying process gaps and trends leading to customer escalation as well as creating improvement contingency and implementation plans. - Developing and delivering training sessions for new escalation handlers and other stakeholders. Creating best practices for investigators.

- Identifying suspicious activity and detecting new fraud patterns through the analysis of quantitative and qualitative data in order to minimize risk in Amazon Marketplace transactions. - Managing projects concerning the implementation of new Standing Operating Procedures (SOPs). - Proactively identifying areas for development and implementing new improvement processes aimed at reducing bad debt and enhancing customer/seller experience. - Efficiently managing team workflow to consistently meet SLA targets and project deadlines.

– Promoted a positive corporate image of the company, handling customer complaints in an effective swift manner by phone, e-mail and chat, ensuring high customer satisfaction. – Proposed proactive improvements in customer support procedures.

– Conducted interviews by phone to obtain customer's opinion about our product clients.

– Created, developed and tracked the success of digital marketing strategies for websites, e-mails and social networkings like Facebook and Twitter. – Organised and coordinated events

– Planned PR campaigns and arranging events like press conferences or concerts. – Wrote up press releases, speeches, creative web content for Facebook and Twitter

Corporate Affairs and Finance Corporate Communications. – Involved in the strategic market planning for the companies services, organised merchandising operations product launches. – Monitored the the public’s response to client advertisements and communications. – Wrote up press releases, speeches, newsletters, managed social media, translation of texts and organised public relation events and press conferences. Clients: Finance, Law, Energetic, Technologic, Petrol and Logistics.

- IX Congress about Literature and Journalism, Foundation of Dukes' Soria. - Seminar about “Medias and disabled people”, University of Valladolid. - III Congress about “Medias and Spanish transition to democracy”, Foundation of Villalar .