Experience

  • Training Development Leader

    at Marriott International (formerly Starwood Hotels)

    January 2017 - April 2017

    Munster

    Presenting training to Cork Customer Contact Center associates in sales, customer service, email service and the loyalty program Assisting associates in their learning during & post-training Assisting creation of training materials & carrying out any training-related admin Providing feedback on associate training performance & development to site leadership / management Using key training-related performance metrics to improve training delivery for better associate performance Support eLearning instructional design process

  • Global Social Media Operations Coordinator

    at Starwood Hotels & Resorts / Marriott International

    June 2016 - December 2016

    Munster

    Managing social media platform access and training of users; Facebook Business Manager, Revinate: Review Management, Sprinklr: Social Media Management Providing support to hotels, field marketing, regional, divisional and brand teams Refreshing and updating trainings, playbooks, standards & internal guidance docs Producing regular and ad hoc social engagement and listening reports for business and marketing partners Liasing with platform partners to resolve issues and implement optimizations Identifying and implementing best practices on partner platforms and social media Managing training programmes to drive the adoption and use of platforms

  • Social Media Specialist: Social Care & Crisis Team

    at Starwood Hotels & Resorts

    November 2013 - June 2016

    Munster

    Monitoring and analysing social media channels in order to enhance and protect Starwood brands worldwide Monitoring events and incidents at hotel locations via social media so as to alert the relevent stake holders within a short timeframe Conflict resolution; responsive and positive action to address complaints and queries from customers that appear via various social media channels Training, scheduling and coordination of new associates Content Management; moderating hotels’ Instagram Guest Galleries, Guest Reviews and Review Snippets Reviewing, scheduling and posting of tweets submitted by hotels Organise ‘Surprise & Delights’ for influential and loyal guests Starwood App support (Spanish and English)

  • e-Communications Specialist

    at Starwood Hotels & Resorts

    June 2013 - November 2013

    Munster

    Dealing with chat and email correspondence from Starwood branded websites Managing and handling of complaints received via chat and email systems Translating texts and site content from Spanish into English and vice-versa Dealing with Best Rate Guarantee claims in a timely and efficient manner

  • Sales and Customer Service Agent

    at Starwood Hotels & Resorts

    May 2012 - June 2013

    Munster

    Booking and reservations via telephone from the public, travel agencies and business houses in both Spanish and English Sales-driven role focused on delivering excellent customer service to potential guests and returning guests

Education

  • Digital Marketing

    at Cork Institute of Technology

    2015 - 2015 (1 year) Munster

  • Sociology

    at Universidad Pública de Navarra

    2009 - 2011 (2 years) Navarra

  • Social Work

    at Universidad Pública de Navarra

    2006 - 2009 (3 years) Navarra

Knowledge and keywords

Languages

  • Spanish Native

  • French Conversation

  • English Negotiation

Hives