Gabriela Omia

I am a results-driven Customer Success and Digital Marketing Professional with over five years of experience helping businesses strengthen client relationships, optimize sales processes, and grow revenue. My career spans multiple industries including hospitality, retail, and real estate, where I have consistently delivered measurable results in customer satisfaction, retention, and operational efficiency.

I specialize in CRM management, customer success strategies, and multi-channel marketing. I am proficient in tools such as Salesforce, Zoho, and HubSpot, and I have a strong background in email marketing, social media management, PPC campaigns, and lead generation. My approach is data-driven, combining market research with practical strategies to improve client engagement and conversion rates.

In my role as Head of Support at Phoneplace, I led a team of five support representatives, reducing response times by 35% and improving eCommerce conversions by 50% through CRM workflow optimization. At Majimagic Aquapark, I designed customer loyalty programs, created bundled offers that boosted ticket sales by 30%, and implemented follow-up systems that reduced booking drop-offs by 25%. These initiatives were backed by detailed analytics and ongoing team training to maintain high service standards.

Previously, as a Salesforce CRM Support Specialist at Mkaazi Real Estate, I automated lead tracking processes, trained over 25 agents on CRM usage, and improved lead-to-deal conversion by 20%. I also maintained a 99% data accuracy rate across thousands of client and property records, enabling management to make timely, informed decisions.

Beyond customer success, I have a proven track record in digital marketing. I have led social media campaigns that significantly increased engagement, designed landing pages that drove higher traffic, and developed content strategies tailored to specific buyer journeys. My marketing experience includes video production, email automation, and paid social advertising, always with a focus on measurable ROI.

I am passionate about building long-term client relationships and creating systems that work seamlessly behind the scenes to improve the customer journey. Whether it’s setting up a CRM, training a sales team, or launching a targeted marketing campaign, my goal is to make processes more efficient and outcomes more predictable.

If you’re looking for someone who can combine customer success, marketing expertise, and technical CRM skills to drive growth, I can help you achieve your goals.