PGPablo Gauna
@pablogauna
Customer Success and Operations specialist driving retention, activation and process improvements across product-led teams.
PortugalWhat I'm looking for
I’m a Customer Experience and Operations specialist transitioning into Customer Success after 12+ years improving end-to-end experiences across hospitality, AI/ML operations, product collaboration, UX and support.
I’ve led cross-functional initiatives that delivered measurable impact — an automation saving 2,000+ hours/month, ML accuracy and safety gains, and CS ops roadmaps that boosted efficiency by an estimated 20–40%.
I combine product-oriented thinking, stakeholder communication, and data-driven process optimization to drive onboarding, adoption, churn reduction and long-term customer relationships.
Experience
Work history, roles, and key accomplishments
HYGuest Experience Associate
Hyatt
Jan 2025 - Present (11 months)
Hybrid CS/CX role handling guest onboarding, expectation alignment, service recovery, and cross-functional escalation prevention; led VOC reporting and SOP creation to improve operations. Drove a CS ops project mapping issues, prioritizing via ICE, and building a backlog/roadmap that yielded an estimated 20–40% efficiency gain.
Co-founder · Product Designer
Druid Dhubh
Jan 2025 - Present (11 months)
Led user research, prototyping, testing and product iteration while managing community engagement and retention; implemented humanized support and after-sales processes to improve customer experience.
ACDesigned scalable Trust & Safety ops and automation that saved over 2,000 hours/month and improved user safety by 60% while increasing ML accuracy by 90% through cross-functional collaboration with engineering, UX, and product teams.
Customer Support Specialist
Concentrix
Jan 2021 - Dec 2022 (1 year 11 months)
Supported the Iberian market with onboarding, troubleshooting, fraud prevention and Salesforce-based workflows; reduced daily ticket volume from 200+ to under 40 and maintained ~100% CSAT across EN/PT/ES.
Marketing & Business Consultant
Pablo Gauna
Jan 2017 - Dec 2021 (4 years 11 months)
Delivered market studies, positioning and go-to-market support for clients including SCAME (Italy) and launched an online course that sold 50% of seats at launch.
RCProvided premium guest service and operations under high-pressure conditions, including VIP area support and on-the-spot service recovery to maintain elevated satisfaction standards.
Education
Degrees, certifications, and relevant coursework
PCPolytechnic Institute of Coimbra
Master of Arts, Marketing
Master's in Marketing Management focusing on advanced marketing strategy and management practices.
UniOpet
Bachelor of Arts, Marketing
Bachelor's in Marketing covering marketing fundamentals, consumer behaviour, and business strategy.
Colégio da Polícia Militar do Paraná
High School Diploma, General Education
High school education with a focus on general secondary curriculum.
Availability
Location
PortugalAuthorized to work in
Social media
Job categories
Skills
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