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Paola Caimi

@paolacaimi

Projects and operations professional with over 15+ years in SaaS, travel tech, real estate and hospitality across Europe, Latin America and the U.S.

Spain

Message

I take complex, cross-functional work from idea to go-live. Over 15+ years in SaaS, travel tech, real estate and hospitality across Europe, Latin America and the U.S., I´ve learned to turn ambiguous requirements into clear plans, align people who dont report to me, and catch risks before they become problems.

What that looks like in practice:

• At UKG, I managed 70+ concurrent integration projects for U.S. clients end to end, from requirements and testing to go-live.

• At Microsoft (via TCS), I was promoted to Supervisor within three months and led 13 engineers to 94% CSAT against a 90% target.

• At Amazon (via Nordine), I was promoted to Supervisor within three months and raised team CSAT from 87% to 100%.

• At Century 21 and Engel amp; Völkers in Spain, I set up office operations and CRMs from day one, including helping open a new franchise abroad.

I use AI tools daily, including Claude, ChatGPT, NotebookLM and HeyGen, for research, documentation and content, and Im especially interested in applying AI to operations workflows.

Certified: Google Project Management Professional · HIPAA · Sabre GDS.

Languages: Spanish (native), English (advanced), German (B1). Open to 100% remote roles in Project Management, Business Operations and SaaS Operations.

I also explore creativity through graphic design.

👉 View my portfolio on Behance: www.behance.net/paolacaimi

Experience

Work history, roles, and key accomplishments

Integration Consultant II

UKG

May 2024 - Jul 2026 (2 years 2 months)

Managed more than 70 concurrent HRIS integrations for US clients, coordinating requirements, testing, issue resolution and validation with clients and technical stakeholders. Guided users through issues using Teams screen sharing and documented solutions in follow-up emails.

HRIS Integration Management Client Communication Troubleshooting Documentation Microsoft Teams

Microsoft Power Platform Supervisor

TCS

Jul 2021 - Apr 2024 (2 years 9 months)

Led 13 support engineers, coordinating case assignments, workloads, priorities and escalations in an international environment. Tracked KPIs and SLAs and reported service performance; the team reached 94% customer satisfaction against a 90% target. Documented procedures and supported the onboarding of new engineers; promoted from Support Engineer after three months.

Team Leadership Escalation Management KPI Tracking SLA Management performance reporting Documentation Onboarding Microsoft Power Platform

Incident Agent

TiendaCPU

Jan 2020 - Dec 2021 (1 year 11 months)

Coordinated delayed, lost or damaged deliveries, returns and replacements with carriers and suppliers.

Incident Management Logistics Supplier Coordination Customer Service

Support Engineer

TCS

Apr 2021 - Jun 2021 (2 months)

Helped customers resolve Power Apps and Power Automate issues, collaborating with technical teams and documenting solutions.

PowerApps Power Automate Troubleshooting Customer Support Documentation

Operations and Marketing Coordinator

CENTURY 21

Sep 2018 - Aug 2020 (1 year 11 months)

Coordinated office operations and onboarding as the real estate office grew to 30 agents; liaised with clients, property owners and vendors. Managed client, owner and property records and sales and rental documentation in the franchise CRM; built a database of over 500 contacts. Coordinated appointments, vendors and invoices and prepared multilingual property materials.

Operations Management Onboarding CRM Database Management Vendor coordination Multilingual Communication Marketing

Product Support Analyst and Team Assistant

Sabre

Jan 2015 - Dec 2018 (3 years 11 months)

Provided product support and assisted with team operations and coordination.

Product Support Team Assistance Operations Coordination

Office Administration and Finance

Logicalis

Jan 2014 - Dec 2015 (1 year 11 months)

Handled office administration and finance tasks.

Office Administration Finance

Customer Operations Supervisor

Nordine

Sep 2011 - Feb 2013 (1 year 5 months)

Promoted from customer service agent to supervisor after three months; led approximately 15 agents and supported onboarding, coaching and escalations. Raised team customer satisfaction from 87% to 100% through quality monitoring and improvement actions. As agent and supervisor, coordinated with suppliers and followed customer orders through delivery.

Team Leadership Customer Service Quality monitoring Escalation Management Onboarding Coaching Supplier Coordination

Office Coordinator

Engel & Völkers

Feb 2009 - Jul 2010 (1 year 5 months)

Supported international luxury-property clients, routing inquiries to agents by language and property type and preparing property sheets. Helped launch a franchise in Punta del Este, setting up CRM records and property information and supporting marketing.

client support CRM Property Management Marketing International Communication