Kevin Martínez Garcés

CX Onboarding Partner

Owner.com

Sep 2025 - Current (1 year)

1. Coach and educate clients on best practices for online ordering, backed by SEO testing and product team research. 2. Lead restaurant clients step-by-step through the onboarding process, ensuring clarity and confidence at every stage. 3. Assist with technical setup, including payment processor verification, delegate access to Google Business Profiles (GBP), and domain integrations. 4. Collect, organize, and manage essential assets such as menus, branding materials, and images for website development. 5. Clearly communicate the value, benefits, and features of Owner.com websites, tailoring explanations to client needs. 6. Collaborate with Account Executives and internal teams to deliver timely, accurate, and successful website launches. 7.

Client Success Manager

Ultimate Jet Vacations

Jun 2023 - Sep 2025 (2 years 4 months)

1. Onboarded over 400 new clients in 2024, fostering strong relationships to ensure they are engaged with UJV. 2. Achieved 25% growth across all accounts in my designated territory in 2024. 3. 35% YTD growth across all accounts in my designated territory in 2025. 4. Identify clients requiring additional support by analyzing their needs and requests. 5. Lead recurring Account Analysis meetings with each client to review booking counts and total profit sold. 6. Maintain consistent communication with clients to keep them informed of our company offerings. 7. Provide client enhancement suggestions to the company to strengthen our strategic position with agencies. 8. Contribute to the team's success by supporting additional projects as they aris

Business Developer

Lean Solutions Group

Nov 2022 - Jun 2023 (8 months)

1. Responsible for assessing potential partners, defining service needs, and driving sales execution. 2. Effectively communicated the value propositions of LSG services to C-level executives across various channels (phone, email, LinkedIn, etc.). 3. Handled objections from prospects, redirect conversations to highlight our strengths, and generate interest in the company and its services. 4. Achieved monthly, quarterly, and annual KPIs. 5. Provided constructive feedback to optimize processes.

Business Developer

Claro Insurance

Jul 2022 - Nov 2022 (5 months)

5-month pilot project with Claro Insurance 1. Responsible for assessing potential partners, defining service needs, and driving sales execution. 2. Effectively communicated the value propositions of Claro Insurance's services to C-level executives across various channels (phone, email, LinkedIn, etc.). 3. Handled objections from prospects, redirect conversations to highlight our strengths, and generate interest in the company and its services. 4. Achieved monthly, quarterly, and annual KPIs. 5. Provided constructive feedback to optimize processes. 6. Help with some L&D activities and trainings ad hoc.

Global Key Accounts & Partner Development - NAM Market

Agoda

Dec 2020 - Jan 2022 (1 year 2 months)

1. Manage, train, and coach a team of 5 specialists based in the Philippines, motivating them to consistently achieve team KPIs. 2. Achieved 25% growth in 2021 for key accounts in the US by executing strategies and promotional activities with partners to enhance the productivity of hotel chains. 3. Establish and manage business development strategies for hotel chains in the local market to drive growth and performance. 4. Implement performance-enhancing strategies and enhancements to improve hotel performance and revenue generation. 5. Facilitate internal communication of best practices, knowledge sharing, and continuous improvement across teams. 6. Collaborate with chain partners to support and align their business objectives with Agoda's

Partner Development & Account Management - EMEA & NAM Markets

Agoda

Apr 2020 - Dec 2020 (9 months)

1. Evaluate partnerships and determine actions to optimize performance and production. 2. Implement strategies and promotional activities with partners to enhance productivity, manage room availability, and maintain competitiveness on the Agoda website. 3. Identify regional supply needs in terms of product offerings and promotions to align with market demands. 4. Manage the listing process for new suppliers and handle renewals with existing partners. 5. Train and educate partners on our technologies, tools, and business model. 6. Prepare and manage regular weekly and monthly reports for suppliers and internal teams.

Senior Customer Experience Specialist

Agoda

Dec 2019 - Apr 2020 (5 months)

1. Provide exceptional customer service by managing the needs of both guests and partners through effective communication channels (phone, email, etc.). 2. Understand and execute business strategies to enhance customer service, focusing on the implementation and improvement of self-service options. 3. Continuously identify opportunities for process improvements and communicate findings to Team Leaders and/or the Manager. 4. Anticipate customer needs and deliver proactive solutions to ensure customer satisfaction and loyalty. 5. Handle customer inquiries and resolve issues in a timely and professional manner, maintaining a positive customer experience. 6. Collaborate with cross-functional teams to ensure that customer feedback is integrated

Customer Experience Specialist

Agoda

Aug 2019 - Dec 2019 (5 months)

1. Provide exceptional customer service by managing the needs of both guests and partners through effective communication channels (phone, email, etc.). 2. Understand and execute business strategies to enhance customer service, focusing on the implementation and improvement of self-service options. 3. Continuously identify opportunities for process improvements and communicate findings to Team Leaders and/or the Manager. 4. Anticipate customer needs and deliver proactive solutions to ensure customer satisfaction and loyalty. 5. Handle customer inquiries and resolve issues in a timely and professional manner, maintaining a positive customer experience. 6. Collaborate with cross-functional teams to ensure that customer feedback is integrated

C

Revenue and Front Office Manager

C&B Hostels

Aug 2018 - Aug 2019 (1 year 1 month)

1. Managed room inventory to optimize occupancy, average daily rate (ADR), and overall revenue by reviewing daily reservation accuracy, ensuring rate compliance by segment and source, managing system close-outs, and monitoring GDS rate availability. 2. Collaborated closely with the Sales team to foster a high-performing, motivated team skilled in up-selling and conversion while maintaining exceptional customer service and satisfaction. 3. Controlled group rates, managed low-yield room allocations, complimentary upgrades, and space blocks, and ensured timely wash of group bookings, particularly during peak seasons and high-demand periods. 4. Led and coordinated the reservations team to ensure all bookings were accurately received, processed,

B

Area Sales Manager - Americas & MENA

BYHOURS

Sep 2017 - Jul 2018 (11 months)

1. Managed accounts for the Latin American and Middle East markets, ensuring strong partner relationships and sales growth. 2. Led, trained, and motivated a diverse team of 9 individuals from 5 different nationalities, driving them to consistently achieve team KPIs. 3. Prepared KPI analyses and detailed data reports to support strategic decision-making. 4. Met sales targets and contributed to reaching profitability goals for both partner hotels and the company. 5. Achieved 40% product growth in the Latin American and Middle East markets in 2017. 6. Conducted market analysis and developed sales strategies to increase revenue and performance across assigned hotel accounts. 7. Built and maintained strong relationships with top-performing hotel

B

Business Development Manager - DACH Market

BYHOURS

Jul 2017 - Sep 2017 (3 months)

1. Analyzed assigned markets to identify hotels aligned with the BYHOURS sales model. 2. Expanded and strengthened the hotel portfolio in the DACH region, advising on tailored sales strategies based on each hotel's unique characteristics. 3. Implemented initiatives to increase hotels' RevPAR. 4. Provided customer service support across all BYHOURS OTA markets.

B

Account Manager

BYHOURS

Feb 2017 - Jul 2017 (6 months)

1. Conducted market segmentation and sector-specific studies to identify growth opportunities. 2. Negotiated terms with hotels and hotel chains, making strategic decisions for promotions and event management. 3. Provided comprehensive support for inventory management in Spain and internationally, including the UK, Austria, Portugal, Turkey, and Switzerland. 4. Ensured product availability across platforms to meet customer and partner needs. 5. Monitored and maintained price parity with Online Travel Agencies (OTAs) to support competitive positioning.

Customer Service Specialist

Sutherland

Dec 2015 - Feb 2016 (3 months)

1. Handled over 100 calls daily in English and Spanish as a Bilingual Customer Service Agent for NetSpend, delivering exceptional support by professionally addressing customer concerns, maintaining a 95% CSAT rate, and resolving most issues within an average of 5 minutes.

Customer Service Specialist

Atlantic Quantum Innovations

Dec 2013 - Jan 2014 (2 months)

1. Handled over 100 calls daily in English and Spanish as a Bilingual Customer Service Agent for Greyhound, delivering exceptional support by professionally addressing customer concerns, maintaining a 95% CSAT rate, and resolving most issues within an average of 5 minutes.

Kevin Martínez Garcés

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