Looking for a job

Chiara Gollin

@chiaragollin

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I build customer retention through scalable onboarding, service recovery, and client operations.

Italy

Message

What I'm looking for

I'm looking to bring my customer onboarding, retention, escalation management, and remote B2B operations experience to a SaaS Customer Success or Account Management role, where I can improve client journeys and build scalable processes.

I've managed B2B and end-customer relationships across international, multicultural environments for over nine years, spanning onboarding, retention, escalation handling, and vendor relations.

At Roadhouse S.P.A., I designed operational procedures adopted across 130+ restaurant locations and created a no-show reduction protocol that became standard practice across the network. I also led the full hiring, onboarding, scheduling, and performance-management lifecycle for a team of 30+.

As a remote import-export wholesale business owner, I owned the full B2B client and vendor lifecycle—from acquisition and onboarding to relationship management, contract negotiation, logistics, and trade documentation across time zones.

Most recently, I managed relationships for 60+ simultaneous international guests at Avani Hotel's restaurant, trained 35+ staff, and led complaint-resolution and service-recovery processes. I'm ready to bring my async-first operations experience, multilingual communication, and retention focus to Customer Success and Account Management in SaaS.

Experience

Work history, roles, and key accomplishments

English Language Instructor

British School Casablanca

Jul 2025 - Aug 2025 (1 month)

Designed and delivered tailored conversational and practical English sessions for adult learners in a cross-cultural, unstructured international setting. Adapted instructional approach in real time to varied proficiency levels and learning styles.

Teaching Curriculum Design Cross Cultural Communication

Assistant Manager - Client Relations & Operations

Avani Hotel - Palazzo Moscova

Dec 2024 - Mar 2025 (3 months)

Managed daily client relationships for 60+ simultaneous international guests, ensuring personalized service and high satisfaction. Led complaint resolution and service recovery protocols, reducing guest escalations by proactively identifying friction points across the client journey.

Customer Relationship Management Complaint Resolution Operations Coordination

Business Owner | Import-Export Wholesale

Self Employed

Jan 2019 - Dec 2024 (5 years 11 months)

Owned the full B2B client and vendor lifecycle remotely, including acquisition, onboarding, relationship management, and contract negotiation. Coordinated international logistics and trade documentation across multiple time zones using digital tools exclusively.

B2B Sales Vendor Management Contract Negotiation Logistics Remote Operations

Assistant Manager - Operations & Process Design

Roadhouse S.P.A.

Jun 2016 - Aug 2024 (8 years 2 months)

Designed and rolled out operational procedures adopted across 130+ restaurant locations nationally. Developed and implemented a no-show reduction protocol and led a team of 30+ with full hiring, onboarding, scheduling, and performance management.

Process Design Operations Management Team Leadership Customer Retention Loyalty Programs Complaint Management Stakeholder Management

SEO Consultant

Solution Group Communication S.r.l

Sep 2015 - Apr 2016 (7 months)

Managed SEO campaigns, online client acquisition strategies, and digital project coordination. Focused on client acquisition and retention through strong communication and negotiation skills.

SEO Digital Marketing Client Acquisition Project Coordination Digital Communication