Diana Santos

Dynamic and results-driven professional with over 8 years of experience blending relationship management, operational execution, and data-driven marketing. Proven track record of managing high-touch client relationships, onboarding stakeholders, and driving retention through exceptional customer experience. Highly organized with an analytical mindset, adept at tracking performance metrics and collaborating cross-functionally to optimize operational efficiency.

Comfortable operating in fast-paced environments with a strong bias for action and ownership.

Operation Specialist at Convene (2024-08 – Present)

• Serve as primary point of contact for corporate accounts, managing day-to-day relationships and resolving escalations to protect client satisfaction and drive retention.
• Own end-to-end onboarding and implementation for high-touch client launches—coordinate timelines, deliver stakeholder training, and ensure strong early adoption.
• Partner cross-functionally with building management, production, and culinary teams to remove operational bottlenecks and improve partner outcomes.
• Spearheaded a package management tracking system that streamlined workflows, reduced errors, and shortened response times for on-site teams.

Executive Administrative Assistant at The VIP Country Club (2022-12 – 2024-06)

• Managed daily operations including complex executive scheduling, billing processes, and high-value client accounts to ensure seamless service delivery.
• Led digital marketing campaigns—analyzed engagement and conversion metrics to refine targeting and improve campaign performance.
• Served as primary liaison for multi-stakeholder accounts, proactively communicating to resolve conflicts and maximize partner satisfaction.
• Implemented process improvements to standardize documentation and improve team efficiency.

Front Office Specialist at Marriott International (2016-06 – 2022-01)

• Delivered consultative guest engagement and personalized service to build loyalty and drive repeat stays.
• Maintained data integrity across guest profiles, reservations, and financial transactions to support accurate reporting and billing.
• Trained and mentored front-desk staff on systems and customer service standards, improving check-in efficiency and guest satisfaction.
• Managed high-volume guest requests and escalations while upholding brand standards and operational consistency.

Associate of Science (A.S.) in Business Administration – Westchester Community College