Prague, Czechia
I am a Spaniard with over a decade of experience living abroad - having worked and studied in 5 different countries - that for the last six years has been living in Prague, helping people to optimize their potential to achieve their goals. Having a solution oriented mindset and curiosity, I embrace challenges with the perseverance of never stop learning. Now that you know something about me, would you like me to know something about you? Then write me a private message and let's begin!
I help to improve financial education among expats living in the Czech Republic, optimizing their personal finances and generating tailor-made solutions that align with their life goals.
As Vice President Public Relations (VPPR), I am responsible for coordinating an active public relations and publicity program in our club. Managing social media presence and brand image across these channels: LinkedIn, Facebook and Instagram.
Apart from previous knowledge and skills: • Complete the Tier2 specialization training to deal with finance advanced cases. • Be part of the Executive escalations team since its creation, processing cases escalated from leadership and GMM (Global Market Management) team. • Become a mentor, assisting the Training and Operations team in delivering Onboarding, PAC and Tier2 trainings in the EMEA region. • Buddy of three new hires from my team; becoming their first point of contact, shadowing them, and reviewing cases and surveys with them to boost their progress. • Join the live chat assistance project, as a new way to assist partners (apart from phone and email).
- Main point of contact for an international team of more than 20 agents with handling calls, cases and chats. - Provide feedback to agents related to their performance and quality of work. - Identify and document agents´ opportunities of improvement. - Provide the necessary training to agents in order to acquire new knowledge or reinforce previously acquired knowledge. - Direct management of 5 new members of the team through individual and group coaching sessions, follow up on their performance and collaboration with their supervisors to facilitate their integration in the team. - Share with the team the updates and news, both at the team´s weekly meeting and on a daily basis. - Monitor of calls volume and written requests. - Management of multiple simultaneous proyects. - Prioritize tasks, cases and trainings according to their urgency and importance.
• Specialize in Product and Content (PAC) cases related to managing promotions, room types/rate plans and property content. • Become Connectivity champion and iCal pillar of my team. • Acquire the skills to manage user accounts. • Maintain strong vendor relations with a positive attitude and outgoing nature. • Respond to critical and complex hotel partner issues, partnering with market managers and other internal teams. • Provide assistance to hoteliers following defined procedures, standards and KIP targets.
Front Desk Receptionist at "Air Rooms Madrid by Premium Traveller" hotel, located inside the Terminal 4 of the Adolfo Suárez Madrid-Barajas airport.