What I bring
Over 20 years of customer-facing excellence across hospitality, banking and mobility, delivering calm, informed and genuinely human customer experiences.
Portfolio · Sydney 2026
More than a
résumé.
With over 20 years across hospitality, banking and mobility, I bring calm ownership, multilingual communication and senior customer experience judgement to every relationship.
01 · The essentials
My value in thirty seconds.
Customer Success, Customer Experience and Enterprise Account Management all depend on the same foundations: trust, clear communication and the ability to stay calm when the situation matters.
Why Australia
Australia's service culture matches how I already work: warm, direct, unhurried, and quietly precise. Sydney is a natural next chapter.
Why remember me
Four languages, three industries, one throughline: guests and clients who felt heard, and problems resolved before they escalated.
02 · Choose your lens
Explore my profile.
Recruiters see me through different lenses. Pick the one that matches your role.
Lens
Customer Experience
Journey design · voice of customer · resolution
With more than 20 years in customer-facing roles across hospitality, banking, mobility and international service environments, I understand how every interaction shapes the customer's perception of a brand. I combine attentive listening, calm problem-solving and a highly personal approach to turn complex or sensitive situations into positive experiences.
Signature strength
Reading the person behind the request and adapting the experience to their individual needs.
Recent example
Supported customers across multilingual and fast-moving environments, taking ownership of enquiries, coordinating solutions across teams and maintaining clear, reassuring communication from first contact through resolution.
Metric
20+ years of international customer-facing experience across four professional sectors.
03 · Career Journey
An international path.
Hospitality taught me presence. Banking taught me trust. Mobility taught me pace. Every role has shaped how I support people, solve problems and create experiences they remember.
October 2021 – June 2024
Executive Coordinator, Office of the COO
SIXT Rent a Car · Mobility
My contribution
Managed executive-level customer support, taking ownership of complex complaints escalated from multiple departments and ensuring resolution within a maximum of 48 hours. Maintained customer loyalty by resolving sensitive cases efficiently and professionally. Coordinated VIP reservations and personalised travel arrangements for clients across Spain and the DACH region (Germany, Austria and Switzerland), collaborating with multiple internal departments to deliver outstanding customer experiences.
What I learned
Even in a fast-moving environment, people remember when someone takes ownership.
February 2021 – July 2021
Legal & Operations Administrator
IURA Law Firm · Legal Services
My contribution
Managed legal files, client communication, schedules and multilingual support for international clients. I handled sensitive information with accuracy, discretion and care, and performed English–Spanish interpretation during court proceedings, facilitating accurate communication between parties in legal environments.
What I learned
Trust often begins with precision and confidentiality.
May 2017 – May 2019
Operations & Customer Service Team
Helle Hollis Rent a Car · Mobility
My contribution
Coordinated fleet availability, vehicle movements and daily airport operations while supporting customers throughout the rental journey. I was also selected to train and mentor new employees and international trainees.
What I learned
Strong operations make great customer service possible.
June 2015 – January 2017
Senior Customer Service & Operations Specialist
Centauro Rent a Car · Mobility
My contribution
Delivered end-to-end rental services, coordinated fleet allocation and supported high-volume daily operations. I also contributed to the company's expansion into Portugal and acted as Shift Supervisor when needed.
What I learned
Growth works best when service standards grow with it.
April 2006 – June 2012
Personal Banking Advisor
Banco Sabadell Solbank · Banking
My contribution
Managed a portfolio of 300 to 500 international clients, including high-net-worth individuals and business owners. I delivered personalised banking solutions in Spanish, English and German and regularly exceeded commercial targets by 15 to 20 percent.
What I learned
Long-term relationships are built through trust, knowledge and consistency.
January 2005 – January 2006
Reservations Agent
Fuerte Hoteles Group · Hospitality
My contribution
Managed reservations for seven hotels belonging to Fuerte Hoteles Group across the Andalusian coast, coordinating closely with Front Office and Guest Services at each property. My focus was making the guest journey smooth before the guest even arrived.
What I learned
A memorable stay often begins with the first conversation.
July 2003 – January 2004
International Patient Services Coordinator
Buchinger Wilhelmi Fasting Clinics · Healthcare and Wellness
My contribution
Coordinated personalised services for international VIP patients and managed sensitive requests across several departments. I combined empathy, discretion and attention to detail throughout each patient journey.
What I learned
Care is not only what you do. It is how safe and understood you make someone feel.
April 2002 – October 2002
Luxury Property Sales Consultant
Marbella Luxury Homes · Luxury Real Estate
My contribution
Supported international luxury clients through personalised consultations, property viewings and the buying process. I focused on understanding each client's expectations and creating a premium experience.
What I learned
People respond to confidence, but they remember genuine attention.
February 2000 – March 2002
VIP Guest Services Coordinator
Marriott Hotels · Luxury Hospitality
My contribution
Delivered personalised service for international guests in English, German and Spanish. I coordinated reservations and VIP requests while working in a fast-paced luxury hotel environment.
What I learned
Hospitality is the art of making people feel recognised, not processed.
04 · Proof of impact
Experience in action.
The best way to understand my work is through the relationships I've built, the problems I've solved and the experiences I've helped create. Every role has strengthened my commitment to delivering exceptional service with professionalism, empathy and consistency.
Measurable results
- 20+ years of customer-facing experience
- International experience across Hospitality, Banking & Mobility
- Spanish (Native)
- English (Professional · C1)
- German (Professional · C1)
- French (Basic · A2)
Recommendations
- Read my professional recommendations on LinkedIn, where former managers and colleagues share their experience of working with me.
Professional development
- Customer Service & Sales — SIXT
- Leadership & Coaching — SIXT
- Banking & Financial Products — Banco Sabadell
- Customer Success & Customer Experience
- CRM & Customer Relationship Management
- Executive Communication & Stakeholder Management
- Leadership & Team Collaboration
Includes internal corporate training completed during employment as well as relevant professional development.
Certifications
- HubSpot Academy — Revenue Operations Certification | 2026
- HubSpot Academy — Reporting Certification | 2026
- IBM — Project Management Fundamentals | 2026
- HP LIFE — Customer Experience for Business Success | 2026
- HP LIFE — Strategic Planning in the AI Age | 2026
- Microsoft — Create and Manage Automated Processes by Using Power Automate | 2026
- Microsoft — Streamline Business Workflows with AI Chat | 2026
What people remember
- People often remember how they were treated more than the problem itself. I aim to make every interaction feel professional, personal and reassuring.
Helping customers through complex situations
- Coordinated communication across different departments, managed customer expectations and followed each case through until a successful resolution was achieved.
05 · About
About me.
I'm a multilingual customer experience professional who has spent her career helping people feel understood across hospitality lobbies, banking offices and mobility service desks.
I enjoy the moments where a real conversation replaces a script: a guest who needs reassurance, a client navigating a complex product, a traveller whose plans have just changed. Working in Spanish, English, German and French, I've learned that good service is less about the language you speak and more about the attention you bring.
My next chapter is Sydney, a city whose warmth, professionalism and international outlook feel like a natural fit for how I already like to work.
06 · Languages
Four voices, one service standard.
Spanish
NativeEnglish
Professional (C1)German
Professional (C1)French
Basic (A2)07 · Relocation
Ready for Sydney.
Currently based in
Spain
Relocating to
Sydney, Australia
Seeking
Employer-sponsored opportunities
Availability
Online interviews · flexible timezones
08 · Let's Connect
Let's Connect.
If you're looking for someone who enjoys working with people, building relationships and creating memorable customer experiences, I'd love to hear from you. I'm available for online interviews and excited to explore opportunities in Australia.
Desirée Lago Ortiz
📍 Based in Spain · Relocating to Sydney, Australia
Whether you have a question, an opportunity or simply want to connect, feel free to get in touch. I'll be happy to hear from you.
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