PATRICIO I. GRASSINI CONDE

Led client meetings—both scheduled and ad-hoc—for a portfolio of 70+ clients, averaging a minimum of 4 hours of calls per day.

Implemented Net Promoter Score (NPS) to measure client satisfaction, analyzing survey data to drive improvement initiatives.

Analyzed platform usage through FullStory analytics to identify user friction points and tool-related issues affecting client experience.

Produced both recurring and ad-hoc reports for internal stakeholders and client requests.

Managed departmental budget, ensuring efficient allocation of resources.

Conducted interviews for hiring Ssr. and Jr. Analysts, participating in talent acquisition strategy.

Provided technical support across multiple channels, including email, phone, Zoho tickets, and WhatsApp.

Implemented Zoho CRM and coordinated full client integration within the platform.

• Lead the Onboarding process in the SaaS company for major clients and larger hotel chains and travel providers (B&B, Millennium, Radisson, Odisseias, Tangol).
• Give support on the tool to the arrival tickets of Support.
• In charge of setting up the global and general data entry for each of the clients in onboarding (rooms, rare plans, cancellation policies, etc.)
• Carry out recurring follow-ups with clients and coordinate the work flow with the BD to ensure the correct group work and inclusion with the client.
• Carry out tools for the measurement of CS (surveys and NPs).
• Execution and management of incoming reservations and test reservations.

• Management of the company's leads portfolio ensuring constant and fluent communication between the company and stakeholders (Salesforce)
• Design of external communication plan
• Capture possibilities for improvement within the immigration / financial process.
• Being the point of contact for the solutions of problems of VIP Clients (+1M)
• Assistance in all administrative workload related to UE Residency by Investment.

-Serve as the primary point of contact for a portfolio of clients for Partners, client managers, project managers and others to coordinate assignments, budgeting, billing, collections, and reporting for Key Clients.
-Support the matter intake process by providing and reviewing data as needed for new engagements.
-Coordinate the implementation and maintenance of financial terms (e.g., pricing arrangements) with the relevant internal teams and client contacts.
-Coordinate the review and approval of Outside Client Guidelines and similar financial terms.
-Support client reporting requests as needed (recurring or ad hoc).
-Ensure that issues are being resolved timely and by the right teams within the global Baker McKenzie network of offices and shared service centers (e.g. rates, budgets, e-billing, billing, etc.)
Interact and coordinate with other teams as needed, including Business -Development, Procurement, E-billing, Pricing, and Project Management for up-stream and down-stream activities related to finance operations.
-Manage client and Partner expectations with respect to Standard Operating Procedures (SOP) as defined by the Global Process Owners and work within already established and agreed parameters.
-Work with colleagues to develop new best practices and identify new efficiencies in accordance with a culture of continuous improvement.

• Market research and competitor analysis.
• Projection of traditional and digital marketing plans.
• Internal and external communication management.
• Analytical assistance to sales department (Power BI)
• Event planning.

• Personalized attention, inbound and outbound calls. Customer assistance and sale of AdWords products.
• Google AdWords campaign optimization for a dynamic monthly customer portfolio of 90 companies.
• SEM positioning, creation of Search and Display campaigns (YouTube, Salesforce, AdSense, My Bussines, Merchant for Shopping Campaigns, Analytics)
• Budget setup based on objectives.