Raquel is known for her energetic leadership, strategic mindset, and commitment to outstanding customer experiences. With over 25 years of industry expertise, she began her career on the front lines at KLM, where a customer-first mindset shaped her leadership style. She has since held diverse leadership roles at Cygnific and now serves as Senior Manager of CS Operational Excellence at Booking.com. A Lean Six Sigma Black Belt, Raquel focuses on cross-functional collaboration, continuous improvement, and smart solutions in a complex, omnichannel environment. She works at the intersection of people, process, and technology to deliver scalable, human-centered CX strategies in a rapidly evolving digital world.