Carolina Durso
@carolinadurso
I drive customer onboarding, product adoption, retention, and upsell growth across global B2B and enterprise accounts.
BrazilWhat I'm looking for
At Iberia Airlines, I manage multilingual onboarding and premium-cabin upgrade adoption through the SeatBoost mobile app across B2B2C channels. I increased high-margin ancillary revenue by 30% through Business Class and Premium Economy upgrade promotion.
I've built tailored success plans for high-value accounts, managed escalations in high-pressure operations, and used CRM data and KPI tracking to improve retention, expansion, and net revenue retention.
Previously at Johnson & Johnson and Clarion Hotels, I supported global platform adoption, SLA management, technical support, and event logistics. I bring a customer-centric, data-driven approach shaped by experience with Salesforce, HubSpot, Zendesk, ServiceNow, Opera, and Cloudbeds.
Experience
Work history, roles, and key accomplishments
Customer Success Specialist
Iberia Airlines
Apr 2024 - Present (2 years 5 months)
Led multilingual customer onboarding and managed milestones for premium cabin upgrades, driving product adoption of the SeatBoost mobile app. Developed success plans for high-value accounts, managed escalations, and boosted ancillary revenue by 30%.
Managed customer onboarding and technical support for global users, ensuring adoption of enterprise platforms. Led escalation management and SLA tracking using ServiceNow, and analyzed KPIs to drive continuous improvement.
Client Relations Assistant
Clarion Hotels
Mar 2022 - Nov 2022 (8 months)
Led customer onboarding for international guests and trained them on digital services, achieving high CSAT and retention. Managed escalated tickets and coordinated event logistics, maintaining a 96% guest satisfaction rating.
Education
Degrees, certifications, and relevant coursework
Anhembi Morumbi University
Postgraduate degree, New Business Management in Tourism
2022 - 2023
Postgraduate degree in New Business Management in Tourism from Anhembi Morumbi University, completed between January 2022 and June 2023.
Cairo University
Bachelor degree, Tourism Environment and Social Media
2021 - 2022
Bachelor degree in Tourism Environment and Social Media from Cairo University, completed between December 2021 and March 2022.
Bravo 19
Cabin Crew Certificate, Cabin Crew
2025 -
Cabin Crew Certificate completed in June 2025.
Preply
Italian Classes, Italian
2021 -
Italian language classes completed in January 2021.
OKRs Institute
OKRs, OKRs
2020 -
OKRs certification completed in April 2020.
Mackenzie Presbyterian University
Bachelor degree, Marketing
2018 - 2022
Bachelor degree in Marketing from Mackenzie Presbyterian University, completed between August 2018 and August 2022.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Job categories
Skills
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