Download PDF

Ainara Alvarez sotos

Project Management & Development


Driven, enthusiastic and adaptable. I've gained Management and Project Management experience during my career as Team Manager, where I had the chance to participate in multiple projects including the internationalization of Voxpro being part of the first team sent abroad.

During my career, I’ve demonstrated to be a hard worker with a positive attitude that always reaches the targets by the deadline plus any other projects assigned.

I am used to be in an international environment where different cultures and languages are the norm and above all enjoy inspiring social interactions.

Work experience

Jun 2018Dec 2018

Tax & Legal Team Manager

Voxpro - Airbnb Account 

·        Managing the Airbnb Tax & Legal department

·        Organizing the recruiting process for the team

·        Preparation and delivery of Weekly, Monthly, Quarterly, and Annual Reviews 

·        Forecasting and scheduling for the Tax and Legal Team

·        Daily communication with the client to align on objectives and goals

·        Monitoring performance to ensure KPIs are met

·        Overview the handling of Tax and Legal queries from Airbnb users including GDPR 

·      Leading Team Projects alongside the Continuous Improvement team 

Jun 2016Jun 2018

Team Lead

Voxpro - Airbnb Account

·         Drive Individual Customer Satisfaction Targets in line with Client KPI.

·         Drive Team Customer Satisfaction Targets in line with Client KPI.

·         Monitor and report on team performance to the Operations/Group Manager on a daily basis, maintain appropriate records as required.

·        Ensure that employee attendance, absence and working hours for the team are logged accurately and liaise with the HR and finance department in relation to payroll and people queries in a timely manner.

·         Drive New Starter and Refresher Training for all agents.

·        Keep up with day-to-day management duties such as scheduling, shift approvals, team, and one-on-one meetings.

·         Provide Support, Coaching, and Leadership to the team at all times.

·        Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.

·         Develop on Policy and Processes to improve operational workflows.

·         Show Proactive and Reactive skills on a day to day basis.

·        Recruitment duties, including interviews and assessment centers


Feb 2016Jun 2016

Team Lead - Voxpro Mobilization Team 

Voxpro Bucharest - Romania

·       Team Manager and Operational Support for the launch of the new site (Bucharest)

·       Recruitment duties, including interviews and assessment centers and Brand Promotion

·       Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals

·       Able to balance and prioritize the above based on seasonality and the needs of customers, team and The Client

·       Liaising with the client on a regular basis and act as the main point of contact for all client queries

Mar 2015Jun 2016

Trainer & Quality Lead - Airbnb


·      Train new hires joining the Airbnb account

 ·       Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers

·       Ensuring that statutory training requirements are met

·        Amending and revising programs as necessary, in order to adapt to changes occurring in the work environment

·       Evaluating agents call and case handling with regard to quality and customer service

·       Working with client training department for new‘ go lives' and to help ensure a smooth transition of their business into Voxpro

·       Monitor levels of quality provided to customers, complete Quality review forms and provide feedback to individual agents

·       Identify and implement initiatives to drive up Customer Satisfaction

·       Designing and maintaining course materials and other documents

·       Evaluating the effectiveness of training programs and learning outcomes

·       Maintain up to date expertise on company products and procedures.

·        Any additional responsibilities as business needs dictate

Jun 2014Mar 2015

Multilingual Customer Experience - Airbnb


·       Customer Service for Airbnb

·       Provide friendly and efficient service to the European Airbnb community

·       Identify and escalate issues appropriately

·       Compose thoughtful and accurate messages or customize prepared responses to customer emails

·       Research information and troubleshoot problems using available resources

·       Be a first point of contact to handle customer queries

·       Respond professionally to inbound phone calls with a friendly manner, including urgent situations.

Feb 2013Mar 2014

Au Pair

Au Pair| Macroom, Cork​
Jun 2012Sep 2012

Administrative Assistant 

Villarreal's Town Hall(Castellon, Spain)

·       Administrative tasks of the Juridical-administrative section

·       Duties in Public Administration as works in Plenary session and Governing Board and enter the information in the system

Mar 2007Oct 2008

Administrative Assistant

Serravi S.L(Castellon, Spain)|

·       Assisting customer

·       Technical support via phone and email

·       Dealing with technical and accounting issues as invoicing, matching invoices, packing slips and receiving documents to prepare invoices for payment, file of documents and data management 



Lean Six Sigma - Green Belt

University of Limerick

Lean Thinking/Lean Tools


Lean Six Sigma - Yellow Belt

LBS Partners

Political Science and Government

Universidad Miguel Hernandez

5 years Master Degree


Political Science and Government 

University of Rome - La Sapienza

Erasmus Grant 



Native Spanish & Catalan,  Proficiency English, Intermediate Italian

Flexible and adaptable
Problem Solving
Able to learn quickly 
Good management of new technologies
Attention to detail and Analytical Skills
Customer Service 
Multitasking and Time Managment