Juan Fernandez

Led a team of Customer Success Managers supporting Yotpo, driving retention, churn prevention, and account growth through proactive risk identification. Established account-health monitoring and QBRs to demonstrate value, and coached CSMs to surface upsell and expansion opportunities.

Guided sales representatives through internal processes and clarified company policies, including resolution of escalated calls and complex passenger situations. Reported operating-system errors and contributed to continuous process improvement while authorizing passenger exceptions with a focus on customer satisfaction.

Oversaw front office operations by auditing daily departmental charges, monitoring sellable inventory, and preparing management reports to support productivity and profit analysis. Managed escalated guest complaints to resolution, trained new associates, and designed a sales-commission program to improve guest satisfaction.

Supported front-desk receptionists with training and guidance and stepped in for the department supervisor during absences. Monitored hotel-chain processes to ensure consistency and compliance with operational standards.

Monitored daily transactions, reported anomalies, and ensured adherence to departmental standard processes. Prepared daily reports for the accounting department and identified opportunities to improve daily operations.

Bachelor's degree in Tourism & Hospitality Management from UNAPEC in Santo Domingo.