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Fabio Augusto

@fabioaugusto

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Customer Success Manager passionate about enhancing customer experiences.

Norway

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What I'm looking for

I am looking for a role that fosters growth, values customer success, and encourages collaboration.

Currently residing in Oslo, Norway, and with the right to live and work in the UK, I have a strong background in Hospitality and Customer Success, international experience, and multilingual skills. I excel at building relationships, improving customer experiences, and driving retention with tailored solutions. Passionate about using data to enhance services and ensure long-term success, I thrive in dynamic, multicultural environments where I consistently exceed expectations

Experience

Work history, roles, and key accomplishments

Community Manager

IWG plc

Jan 2024 - Mar 2024 (2 months)

Spearheaded community engagement and operations for two workplace sites, promoting a collaborative environment and improving customer relationships. Achieved nearly 100% client retention during the opening of a new site, increasing occupancy from 38% to 79% in six months.

Community Engagement Customer Retention Service Delivery Team Collaboration Sales Management Data Analysis

Community Lead

WeWork

Jul 2022 - Jan 2024 (1 year 6 months)

Managed onboarding and operations for Key and Enterprise Accounts, leading to a significant NPS improvement from -7 to 61. Oversaw facilities operations and was part of a task force for operational enhancements across multiple sites.

Onboarding NPS Budget Management Customer Experience Team Leadership Problem Solving Client Engagement

Hotel Receptionist

Amerikalinjen Hotel

Jun 2021 - Jun 2022 (1 year)

Oversaw Front Office operations and acted as Front of House Manager, maintaining high service standards. Enhanced team culture through engagement initiatives and created an onboarding booklet for new hires.

Team Management Customer Service Onboarding Budget Management Problem Solving Service standards

Service Manager

Grand Hotel Oslo

Nov 2019 - Jun 2021 (1 year 7 months)

Executed Front Desk tasks and supervised a team, ensuring exceptional guest service. Acted as the primary contact for guest problem-solving and conflict resolution.

Guest Service Problem Solving Conflict Resolution Customer Experience Team Leadership

Customer Success Manager-EMEA

Clock Software

Apr 2018 - Sep 2019 (1 year 5 months)

Managed a portfolio of hotel clients, driving adoption and enhancing satisfaction. Achieved a significant NPS increase and improved customer retention through proactive support and tailored solutions.

Customer Success Client Management NPS Customer Retention Proactive Support Data Analysis Salesforce Customer Engagement

Duty Manager

COMO The Halkin Hotel

Apr 2013 - Apr 2018 (4 years 11 months)

Supervised front of house operations, ensuring exceptional service delivery and resolving complaints. Recognized as Employee of the Year for outstanding performance.

Customer Service Service Delivery Problem Solving Leadership

Education

Degrees, certifications, and relevant coursework

Universidade do Algarve

Bachelor, Hotel Management

2005 - 2008

Specialized in Hotel Management Leadership. Studied Economics with a focus on the hospitality industry. Trained in Financial Analysis within the service sector. Developed budget reconciliation and cost control skills.