Summary
Overview
Work History
Education
Skills
Timeline
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Fabiola Gutierrez

Account Management L Customer Experience
Heredia

Summary

Results-driven community leadership professional with strong background in fostering engagement and building robust community networks. Proven ability to facilitate collaboration and drive impactful initiatives, ensuring adaptive responses to changing needs. Skilled in strategic planning, conflict resolution, and communication, known for reliability and strong focus on achieving outcomes.

Overview

7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages

Work History

Community Lead Member Experience

WeWork
08.2023 - Current
  • Managed over 30 corporate accounts, acting as the primary liaison with stakeholders to identify needs, improvement opportunities, and personalized follow-up.
  • Implemented improvement plans focused on operational efficiency, increased usage, and cost optimization.
  • Oversaw accounts payable and internal audits using platforms such as Salesforce and Spaceman.
  • Analyzed client behavior using dashboards (Salesforce, Tableau, Medallia) to propose enhancements and facilitate tool adoption.
  • Standardized support and issue-resolution processes, prioritizing based on severity and user satisfaction.
  • Partnered with cross-functional teams (IT, operations, billing) to align processes and ensure seamless benefit service delivery.
  • Contributed to the redesign of internal workflows to increase clarity and efficiency in service resolution.
  • Supported training and onboarding of new team members, documenting best practices and operational guides.
  • Monitored platform adoption trends and provided feedback to internal stakeholders to improve user experience.

Senior Community Associate

WeWork
01.2022 - 08.2023
  • Coordinated with sales, marketing, facilities, and billing teams to ensure a comprehensive onboarding experience for new users.
  • Surpassed national NPS target (95% YTD against an 87% goal).
  • Leveraged office usage and support ticket data to personalize the customer experience.
  • Organized corporate events for clients including BAC Credomatic, INTEL, DIAGEO, and Novartis.

Groups and Events Coordinator

DoubleTree by Hilton
01.2018 - 12.2021
  • Planned and coordinated corporate group events from conception to execution, including logistics, timelines, and post-event follow-up.
  • Managed event budgets, negotiated with vendors, and oversaw financial controls.
  • Collaborated with sales and operations teams to ensure a seamless client journey.

Hotel Receptionist

DoubleTree by Hilton
02.2018 - 07.2018
  • Handled payments, accounting records, and customer databases.
  • Efficiently resolved complaints and incidents, prioritizing customer satisfaction.

Education

Technical Degree in Business Administration -

FUNDEPOS
01.2023 - 01.2024

Bachelor's in Business Administration - Emphasis in Hospitality

Universidad Latina de Costa Rica
01.2016 - 01.2018

Skills

  • Project Management
  • Data Analysis and Reporting
  • CRM Systems and Benefits Platforms
  • Cross-functional Communication
  • Problem Solving and Continuous Improvement
  • Event Planning and Multi-team Coordination
  • Teamwork
  • Time management

Timeline

Community Lead Member Experience

WeWork
08.2023 - Current

Technical Degree in Business Administration -

FUNDEPOS
01.2023 - 01.2024

Senior Community Associate

WeWork
01.2022 - 08.2023

Hotel Receptionist

DoubleTree by Hilton
02.2018 - 07.2018

Groups and Events Coordinator

DoubleTree by Hilton
01.2018 - 12.2021

Bachelor's in Business Administration - Emphasis in Hospitality

Universidad Latina de Costa Rica
01.2016 - 01.2018

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Fabiola Gutierrez Account Management L Customer Experience