Raquel
About
Detail
Customer Experience Manager at Hometime
Queensland, Australia
Contact Raquel regarding:
work
Full-time jobs
Starting at
AUD140K/year ~USD96.9K/year
Résumé
Jobs
verified_user
0% verified
Customer Experience ManagerHometimeFeb 2022 - Current (4 years 3 months)Led the Customer Experience function at Hometime, a tech-enabled short-term rental property management platform that partners with local businesses to deliver services at scale. Operating under a franchise-style model, I managed a 10-person Customer Success team across multiple locations, supporting guests, homeowners, and a national network of hosting partners to ensure consistent, high-quality service delivery. - Team Leadership & Development: Built and led a high-performing Customer Experience team. Introduced structured training, call quality framework, and CES survey process – consistently achieving CES scores above 5.6/7 in over 85% of interactions. Reduced average escalation time from 14 to 5 days, with 80% resolved within 2 days, im- Client Relationship Manager/ Territory Shipping ManagerToll GroupDec 2020 - Feb 2022 (1 year 3 months)Managed a portfolio of clients shipping goods from mainland Australia into Tasmania, acting as the first point of contact for all service and commercial matters. Focused on building long-term client relationships, identifying business opportunities, and developing efficient logistics and supply chain solutions. - Managed key accounts and originated new business across various industries, contributing to sustainable portfolio growth - Negotiated pricing and structured deals to meet client needs while balancing operational capacity and commercial goals - Delivered tailored logistics solutions for clients with complex supply chain requirements, improving service delivery and customer satisfaction - Analysed client operations to identify opport
- Client Service & Relationship Manager – Trade Finance & Corporate Cash Management Deutsche BankDeutsche BankMar 2014 - Dec 2020 (6 years 10 months)Managed a portfolio of corporate clients, from local businesses to global multinationals from local businesses to global multinationals, across Trade Finance and Corporate Cash Management. Supported relationship development, deal execution, and ongoing service delivery, with a focus on trust, efficiency, and business growth. - Managed a portfolio of high-value corporate clients, delivering tailored support across trade finance products including Letters of Credit, Guarantees, Receivables Financing, Supply Chain Solutions, and Structured Trade Finance - Collaborated closely with a Senior Relationship Manager to identify and develop new business opportunities across various distribution channels - Gained a deep understanding of client busines
- NInternational Trade Finance AdvisorNational Australia BankApr 2013 - Mar 2014 (1 year)The International Trade Finance Advisor acts as a point of contact for clients. Build a great and friendly relationship with clients. Deal with daily client requests and manage them accordingly and within a reasonable time-frame. Key role responsibilities and expertise: • Servicing a corporate portfolio of existing clients with a focus on International Trade Financing solutions • An understanding of Trade Finance products, such as Short-Term Financing, Import and Export solutions such as Letters of Credit and Collections and Guarantees • Covering different industries, such as Retail, Logistics, Beauty, Agriculture, Metals & Mining, Dairy and Infrastructure • Good inter-personal, relationship management and communication skills • Acting as a
- Assistant Relationship Manage for Corporate BankingBBVASep 2010 - Oct 2011 (1 year 2 months)The Assistant Relationship Manager acts as a primary point of support to the Relationship Manager in order to growth market share and revenues. Developed a trusted relationship with clients by managing their needs, offering the right support and solutions, solving their queries and acting on their requests. Started off a banking career with a one-year graduate program that allowed the opportunity to job shadow a large array of bank roles - from working in retail branches, operations, credit, risk and legal through to corporate and investment finance. Special emphasis on corporate banking. Key role responsibilities and expertise: • Managing a portfolio of 40 corporate existing clients together with the relationship manager • Be the first con
- Graduate Management Trainee, Investment & Corporate BankingBBVASep 2009 - Sep 2010 (1 year 1 month)One year trainee program, experimenting and learning in all departments within the bank. Special emphasis on corporate banking.
Education
verified_user
0% verified
- TGeneral English – Upper Intermediate Level, language courseThe University of Western Australia UWAJan 2012
- Bachelor’s Degree in Business Management, Business/Commerce, GeneralISEG Lisbon School of Economics ManagementJan 2005 - Jan 2009 (4 years 1 month)