Senior Global Market Support Team Lead

• Feb 2023 - Present

Market Support Team Lead

• Mar 2019 - Mar 2023

Maintain service levels & response time to almost 18,000 property partners assigned to the property support team.Work directly with CS team leads and Commercial managers to assure teams work in harmony aiming OKRs.Analyze reports to identify root issues, develop measures to assure better service and process improvement.Clear communication and reporting to direct Manager on action items and outstanding issues.Weekly meetings with the team to make sure team is always aligned with company OKR and goals.Sync meetings and one to one with team members on a weekly basis to provide feedback on quality performance.Zendesk admin function assigning queries out.Conduct hiring interview for open roles within the team.Create new projects to support further cross-functional teams within the company.Manage and approve roster, hours and leaves in HRCore.Coach team members on challenges experienced and daily queries.QA Agents to identify issues and develop team. Show less

Market Executive

• Jul 2017 - Mar 2019

Maintain service levels & response time to almost 3,500 property partners within the assigned region.Deliver Global Market Team KPIs.Facilitate the growth of Net Revenue, bookings and allocation of dorms and rooms.Manage all day to day queries from my assigned properties in the DACH & Eastern European region, France, UK & Ireland and AfricaWork with Customer Service Team and Commercial Manager in the assigned market to resolve customer related queries.Provide additional support as required to the Senior Markets Manager and across other markets.Clear communication and reporting to the Commercial Manager on action items and outstanding issues.Daily monitoring of allocation within the properties in my assigned region ensuring we get enough beds and rooms to sell relevant to demand.Weekly or as requested from the team lead, feedback on why availability may be low in Key Cities.Ensure content, images and listed facilities are of the highest quality for assigned properties.Ensure targeted participation levels are achieved in all new and existing programs e.g. engagement of new site or app products, marketing activities and sales blitzes/ initiativesAssist with market and competitor analysis as required.Participate in the largest hosteling networking conference worldwide as a brand ambassador Show less

Customer Service Executive

• Jan 2017 - Jul 2017

Respond to general queries from customer bookings in English, Portuguese and German.Dealt with customer queries/reservations for the property in question.Handled customer enquiries and complaints by telephone, email and live chat simultaneously.Used CRM internal systems to record details of customer cases.Communicated and coordinated with other teams to achieve best results.Promoted brand awareness with customers ensuring they receive the best possible support.Zendesk admin inbound and outbound comms and other database softwareCoach new members on the team helping them achieve their own targets.Other Ad hoc duties Show less

Sales Office Coordinator

• Nov 2013 - Feb 2016

Exceeded regional annual sales target by 113% in my first year. High customer satisfaction by selling language courses as part of Exchange programs abroad. Provided coaching, mentoring, and consultation to staff to enhance staff development. Consistently received positive feedback from guests on performance reviews. Supervised and coordinated office activities and employee schedules. Collaborated with the Sales team, and other departments to ensure the delivery of efficient, high-quality service. Reviewed operational records and reports to project sales and determine probability. Reviewed weekly charts and recorded office’s needs. Hiring interview process for representatives. Trained new sales team members in the office unit. Contacted customers by phone and email in response to enquiries. Maintained knowledge of current sales promotions, policies regarding payment and exchanges, and security practices. Built relationships with customers and the community to establish long-term business growth. Engaged with customers in a sincere and friendly manner. Show less

Import Assistant/ Office Coordinator

• Sep 2011 - Jul 2012

Built relationships with customers to increase like hood of repeat business. Prioritized helping customer over completing other routine tasks in the office. Followed company procedures to maintain work environment in a neat and orderly condition. Ensured timely response in picking and packing of reorders. Provided outstanding customer service. Built relationships with customers to increase like hood of repeat business. Prioritized helping customer over completing other routine tasks in the office. Followed company procedures to maintain work environment in a neat and orderly condition. Ensured timely response in picking and packing of reorders. Provided outstanding customer service.

Cocktail Waitress

• 2008 - 2011

Consistently providing professional, friendly and engaging service. Followed all health and safety policies when handling food and beverages to uphold proper standards. Displayed enthusiasm and knowledge about the bar`s menu and products. Quickly recorded transactions in computer system to deliver prompt service. Developed and maintained positive working relationships with others to reach selling goals. Provided friendly and attentive service. Precisely described menu items and special offerings and appropriately identified wine pairings. Cleared, cleaned and set tables in a quiet and efficient manner. Resolved guest complaints quickly and efficiently. Show less

Operations

• Sep 2007 - Apr 2008

Recommended top dining and entertainment options for guests in the Orlando area. Greeted and welcomed all guests with a smile Worked in different attractions Provided excellent guest service. Recommended top dining and entertainment options for guests in the Orlando area. Greeted and welcomed all guests with a smile Worked in different attractions Provided excellent guest service.