AGAndressa Gobira
@andressagobira
I am a multilingual customer service and operations professional.
SpainWhat I'm looking for
I am a customer service and operations professional with 5+ years of experience in hospitality, travel tech, and short-term rental management, supporting international customers in English, Spanish and Portuguese. I specialize in automating support workflows, optimizing ticketing systems like Zendesk, and implementing onboarding and SOPs to improve customer satisfaction and operational efficiency.
I've reduced first-reply times by 20% through FAQ automation and macros, recovered 90% of negative feedback into positive reviews, and increased off-season revenue by 20% through KPI-driven improvements. I'm motivated to join a remote-friendly team where I can lead process improvements, mentor staff, and drive measurable CX and revenue gains.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Holiday Management Network
Feb 2023 - Present (2 years 7 months)
Served as main contact for international travelers via email and Zendesk; automated FAQ workflows and macros to reduce first reply time by 20% and optimized ticketing to improve customer experience and sales flow.
Operational Manager
Bahiacafé Hotel
Jan 2021 - Dec 2022 (1 year 11 months)
Oversaw daily hotel operations and led cross-functional teams; recovered 90% of negative feedback into positive reviews and designed KPIs and SOPs that increased off-season revenue by 20%.
Assistant Manager
Aram Yami Boutique Hotel
Jan 2019 - Dec 2021 (2 years 11 months)
Led a 12-person team in a hybrid on-site/remote role, managing operations, scheduling, reporting, and compliance while creating social media content to boost digital engagement.
Education
Degrees, certifications, and relevant coursework
Google Project Management Certificate, Project Management
In-progress Project Management certificate from Google.
HAHubSpot Academy
Customer Success Certification, Customer Success
Customer Success Certification from HubSpot Academy completed in 2025.
ZEZendesk
Zendesk CX Agent Training, Customer Experience
Zendesk CX Agent Training completed in 2025.
UBUniversidade Federal da Bahia
Bachelor's degree, Ancient History
Bachelor's degree in Ancient History from Universidade Federal da Bahia.
Availability
Location
SpainAuthorized to work in
Social media
Job categories
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