Bernetta Lobo

Served as single point of contact for enterprise clients across Australia, managing CRM/ERP/asset/project delivery and handling incidents via Track It. Drove $415K AUD in client accounts over 10 months through proactive relationship management, milestone tracking, and issue resolution.

Managed investor relations outreach across the US, Europe, and the UK by executing targeted email campaigns to institutional and family office investors. Streamlined internal workflows to improve operational efficiency and supported project delivery through process coordination.

Owned customer success and project delivery for a SaaS credentialing platform, translating feedback into prioritized development actions and improving product adoption. Managed QA and API testing for payment gateway integrations and implemented blockchain/smart contract verification to reduce manual verification errors for universities and EdTech clients.

Achieved 94% CSAT in 2023 by leading end-to-end customer onboarding, implementation, and ongoing success across a SaaS credentialing platform. Built tailored training and help documentation, improved onboarding materials, and turned support feedback into actionable product improvements.

Coordinated well-being projects covering literacy and education and healthcare through fundraising and awareness initiatives. Planned and delivered community programs to support children and improve access to resources.

Facilitated special education teachers and students with learning disabilities by running workshops and designing presentations and online interactive tools. Built and maintained progress-performance records for each student during Covid-19 through 2022.

Produced statistical analysis and tracked performance data while managing the website and supporting boards and academy councils with database software. Managed authorization and permissions, maintained a shared file server, and coordinated workshops, contract reviews, and inspections across 8 properties.

Monitored competitor pricing and market dynamics to manage hotel ADR, RevPAR, occupancy rates, and guest experience KPIs for 341 rooms. Handled communication and payments across channels and supported reservations and front office with upselling and negotiation techniques.

Rotated through front office, concierge, switchboard, payroll, accounting, sales, housekeeping, and guest relations to understand cross-department dependencies. Created performance presentations using reports and coordinated with departments and guests to improve service and profitability.

Responded to online reviews and implemented actions to improve guest experience while administering hotel services. Provided guest assistance throughout stays and supported daily front office operations.

Processed check-ins and check-outs, coordinated email requests with hotel departments, and supported smooth customer service flows. Suggested efficiency improvements by systematizing procedures and organizing front desk processes.

Completed a Master of Science in International Tourism and Hospitality Management at Bournemouth University.

Completed a Bachelor of Commerce in Business Management at St. Xavier’s College, Goa.

Completed high school education at Holy Family High School in Goa.

Completed high school education at Our Own English High School in Sharjah.