Cecilia CELAYETA

Small B2B SaaS startup developing two interconnected platforms supporting the international mobility of more than 2,500 employees worldwide. Sole Customer Success Manager supporting five enterprise accounts representing approximately €130k in annual recurring revenue (ARR), including a global consulting firm (Capgemini), a leading pharmaceutical company (IPSEN) and a defence industry group (Naval Group). • Designed and delivered 25+ customized onboarding, implementation and training programs adapted to each client's mobility processes. • Led monthly customer follow-up meetings, coordinating priorities and tracking requests in Notion. • Worked daily with Product, UX and Development teams through Slack and regular product meetings to support product delivery and customer success. • Performed QA testing across new features, custom developments and bug fixes before release. • Produced bilingual onboarding guides and in-app help content to improve user adoption. • Helped restore the relationship with a dissatisfied enterprise client by becoming its single point of contact during a two-month recovery program, contributing to renewed trust and a positive client recommendation. Following the Product Manager's extended absence, became the operational link between customers, leadership and development teams, ensuring continuity of communication and delivery.

Welcomed and assisted an international clientele in a multilingual golf environment. Managed reservations, memberships, green fees and retail transactions. Administered tournament results and rankings using dedicated competition management software, ensuring accuracy and reliability.

Provided in-class and after-school educational support for students aged 7 to 15 facing learning, emotional or social challenges. Worked with neurodivergent profiles including ADHD and autism spectrum conditions, while helping create a supportive and trust-based learning environment.

Regional airline operating scheduled and charter services across British Columbia. Licensed Flight Dispatcher holding joint operational authority with Pilot-in-Command, responsible for coordinating aircraft, crews, operational resources and live flight operations within a regional airline environment [ 12 aircraft / 40 daily flights / 60 crew members ] Built strong credibility with flight crews and operational leadership, recognized for sound judgement, reliability and independent decision-making. Led operational coordination following a fatal aircraft accident, managing communications, resource allocation and operational continuity during a high-pressure crisis. Earned Transport Canada Flight Dispatcher Certification through self-directed study and regulatory examinations. Coordinated real-time flight operations, aircraft allocation, crew scheduling and operational adjustments across a multi-aircraft regional network. Prepared and released operational flight documentation, including route planning, fuel calculations, weather analysis and operational risk assessment. Made independent operational decisions regarding management of delays, cancellations, aircraft substitutions and weather-related disruptions. Coordinated communication between flight crews, maintenance teams, airport personnel, operations management and executive leadership. Maintained operational continuity in rapidly changing environments requiring constant priorization and decision-making.

Supported sales and partner relationship activities in an international travel environment. Contributed to agency communications, sales analysis and product presentations for travel partners across Canada and the United States.

Delivered passenger safety and service on domestic and international commercial flights. Worked as part of multicultural flight crews in a highly regulated and safety-critical environment. Offered a permanent position following the successful completion of a seasonal contract.

International hospitality organization operating all-inclusive resorts worldwide. Progressed through several operational roles before being promoted to Front & Back Office Manager within international Club Med resorts. Led multicultural teams of up to 14 employees across Europe and Asia, overseeing onboarding, training, scheduling and daily operations. Built a reputation for diplomacy, leadership and operational problem-solving in complex, guest-facing environments. Coordinated front-office operations, accommodation allocation, guest services and transfer logistics. Managed daily operational challenges requiring rapid decision-making, stakeholder coordination and service recovery. Acted as liaison between guests, operational teams, local partners and resort leadership. Oversaw administrative processes, operational reporting and cash management.

Supported passenger services and operational activities within a highly regulated aviation environment. Managed customer-facing situations involving delays, cancellations, overbooking and service disruptions. Recognized for professionalism, calm communication and customer care in high-pressure situations.