Open to opportunities

Paula Losada

@paulalosada

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Results-driven professional with 10+ years in Customer Success.

Spain

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What I'm looking for

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

I am a results-driven professional with over 10 years of experience in Customer Success and Customer Relationship Management, specializing in SaaS and Cloud Solutions. My career has been dedicated to transforming customer challenges into growth opportunities, ensuring high levels of customer satisfaction, product adoption, and retention. I have a proven track record of managing enterprise accounts and resolving complex issues, which has allowed me to build strong relationships with clients and stakeholders.

In my most recent role as a Senior Google Cloud Billing Specialist, I managed high-value enterprise portfolios and collaborated with sales teams to drive product adoption and retention. I successfully identified and resolved over 150 complex billing issues, optimizing processes that enhanced operational efficiency and customer satisfaction. My experience at IATA and as a founder of a local business has further honed my skills in customer support, technical documentation, and data-driven strategy.

Experience

Work history, roles, and key accomplishments

Senior Google Cloud Billing Specialist

Google Cloud (via Concentrix)

Apr 2022 - Aug 2024 (2 years 4 months)

Managed high-value enterprise portfolios, driving product adoption and retention. Resolved complex billing issues, optimized processes, and contributed insights for product improvements. Built relationships with stakeholders and standardized billing workflows for enhanced operational efficiency.

Customer Success Account Management Stakeholder Engagement Salesforce Problem Solving Customer Satisfaction Process Improvement Communication Technical Support

Tier 4 Customer Service Specialist

International Air Transport Association (IATA)

Jun 2021 - Jan 2022 (7 months)

Handled financial and system-related inquiries for global B2B clients, improving customer experience and reducing resolution times by 20% through targeted process improvements and collaboration.

Customer Service B2B Support Process Improvement Cross Functional Collaboration Customer Experience Communication Analytical Skills Technical Support Empathy

Founder & Marketing Manager

Rio Training Center

Dec 2013 - May 2021 (7 years 5 months)

Established a community-focused business, executing digital marketing strategies that boosted customer acquisition and engagement. Developed brand positioning and personalized client initiatives to foster a loyal community.

Digital Marketing Positioning Customer Engagement Community Building Customer Retention Marketing Strategy Business Development Communication

Inbound Sales and Reservations Specialist

Meliá Hotels International

Jan 2013 - Dec 2013 (11 months)

Managed B2B accounts and group reservations, achieving 5-10% quarterly booking growth through proactive relationship management and tailored customer service solutions.