M

Manuela Fernández Cardona

About

Detail

Cali, Valle del Cauca, Colombia

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • C
    Guest Relations Coordinator
    City Relay
    Jan 2023 - Dec 2024 (2 years)
    • First point of contact for guests, handling communication via email, calls, platform chats, text
    messages, calls and social media
    • Managed guest stays and requests, coordinating with internal teams and external partners
    (cleaning, maintenance, access, drivers), with consistent follow-up to ensure issues were resolved
    and experiences remained seamless.
    • Ensured clear communication between guests and property teams (maintenance, housekeeping and
    services)
    • Managed guest reservations and complaints on Airbnb and Booking.com, ensuring prompt
    resolution and a high-quality experience for luxury apartment clients
  • Uphold
    Social Media QA Analyst
    Uphold
    Jan 2022 - Dec 2023 (2 years)
    • Reviewed written customer interactions from new agents to ensure alignment with brand tone,
    clarity and internal guidelines
    • Created and maintained canned responses based on brand voice and support standards
    • Followed up on individual progress and quality reviews with agents
    • Designed and applied a QA review process for social media support interactions
    • Identified recurring issues, inconsistencies and product-related feedback from user interactions
    • Zendesk ticket escalation, follow-up and resolution
    • Trained new agents, ensuring they were well-equipped to handle customer interactions
  • Uphold
    Social Media Associate
    Uphold
    Jan 2020 - Dec 2022 (3 years)
    • Managed all LATAM social media accounts independently as the primary bilingual point of contact
    • Provided customer support through social media channels in English and Spanish
    • Handled user messages and interactions across LATAM channels, escalating issues via Zendesk
    when needed
    • Translated all product updates and communications from English to Spanish for LATAM audiences
    • Served as Spanish voice-over for YouTube content
    • Worked closely with internal teams to ensure consistent and accurate communication
    • Promoted internally to Social Media QA Analyst following team restructuring
  • C
    Property & Letting Support (Freelance)
    Circlette
    Jan 2019 - Dec 2020 (2 years)
    • Created and managed online property listings, including ads, descriptions, photos and videos to
    generate tenant inquiries
    • Acted as first point of contact for potential tenants, responding to questions and scheduling
    viewings
    • Scheduled property viewings and coordinated related services
    • Supported contract documentation and tenant processes
    • Tracked payments and maintained basic records
  • Z
    Social Media Associate
    Zero To One
    Jan 2018 - Dec 2019 (2 years)
    • Managed brand social media accounts (HotVita & HotShapers)
    • Managed customer interactions through social media
    • Handled DMs, website chat and email inquiries across digital platforms (Shopify)
    • Created canned responses and written engagement content aligned with brand tone
    • Coordinated influencer posting schedules and supported real-time interaction with followers
    (messages and comments)
    • Managed Trustpilot reviews and responses
Education verified_user 0% verified
  • A
    Film Production Technician
    Academia de Cine Pakiko Ordonez
    Jan 2017 - Dec 2017 (1 year)
  • A
    Diploma
    Arts & Minds Charter School
    Jan 2012 - Dec 2012 (1 year)
    Graduated 2012