Open to opportunities

Xavier Macias

@xaviermacias

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Bilingual customer experience and operations specialist driving CX improvements and revenue in SaaS and hospitality.

Ecuador

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What I'm looking for

I seek a role where I can lead CX and operations initiatives, train teams, improve processes, and drive adoption of digital platforms in a collaborative environment.

I am a bilingual Customer Experience and Operations professional with 20+ years in logistics, hospitality, and customer-facing roles, focused on onboarding, training, and cross-functional collaboration.

I have led 20+ workshops across multiple cities, implemented SOPs, served as Duty Manager, and consistently exceeded SLA and CSAT goals while cross-selling services to drive revenue.

I bring proven experience in team training, escalation management, CX program improvement, and use of Salesforce CRM to enable adoption of digital platforms and operational excellence.

Experience

Work history, roles, and key accomplishments

Customer Experience Agent

A.P. Moller Maersk

Jan 2014 - Jan 2024 (10 years)

Oversaw CX operations and served as Duty Manager, delivered 20+ workshops (50–100 attendees) on digital tools, onboarded and trained new hires, and resolved complex B2B shipment cases while consistently exceeding SLA and CSAT targets.

Customer Success Onboarding Escalation Management Salesforce CRM B2B Cross Selling

Front Desk Manager

Hotel Galeria Manging

Jan 2011 - Jan 2014 (3 years)

Founding front office manager who authored the Front Desk & Bell Hop SOP book, trained all front office staff, and coordinated with sales to increase occupancy and personalize guest experiences.

Staff Training Customer Relations

Front Desk Clerk

Grand Hotel Guayaquil

Jan 2003 - Jan 2011 (8 years)

Delivered personalized guest services, managed reservations, resolved guest issues, and improved upsell opportunities leading to higher guest retention.

Guest Service Customer Relations Upselling Hospitality Service Excellence