May 2021 – Mar 2022 · 10 mos · Berlin, Berlin

Jun 2018 – Sep 2019 · 1 yr 3 mos · Berlin

Oct 2015 – Jun 2018 · 2 yrs 8 mos · Berlin Area, Germany

• My responsibilities included overseeing all efforts related to culture including general office operations to ensure a welcoming, functioning, positive, productive, inspiring, supportive, safe, and well-maintained workplace for all. I was the central resource for new hires, employees and guests. As the ultimate host I anticipated needs, had a pulse on the feeling of the office and took action on initiatives that would connect the office to our mission and values, and improve morale. I executed the global Ground Control strategy for the Berlin Team, taking into consideration the nuance of our local audience. I was the event owner in the office: responsible for the event design, venue management, budget tracking, coordination of staff, timelines, reporting and communication. POC to nurture and grow the local Airbnb culture through collaboration and planning across all culture contributors, diversity ambassadors, Airfinify groups and the local Diversity & Belonging Taskforce. Managed a local communication strategy that keept the Berlin team connected to each other, the business and the HQ in San Francisco. Curate content from your site and elevated it globally. I worked across a diverse group of stakeholders (global, regional and local) and subject matter experts including: Ground Control, Workplace (Facilities, Food, Safety+Security), Environments, ITX, Talent, Real Estate & Construction, etc. As a key partner I aligned with the leadership to drive cultural engagement with employees. Closely partnered with the Talent Team on the engagement survey results for the office and building out of an action plan and also acting as a POC for any local employee concerns. I Supported our local teams in creating recognition moments around Airbnb milestones, impactful contributions and achievements. Also I managed and kept the local onboarding up to date, working with stakeholders globally to maintain relevant content.

Dec 2013 – Feb 2014 · 2 mos · Paris Area, France

• Customer Acquisition for Spain, England and Germany
• Collected client data using various research methods to broaden results and optimise marketing strategies.
• Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximise revenue.
• Tracked key metrics and developed spreadsheets and data models.
• Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion.
• Monitored social media and online sources for industry trends.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.

Apr 2012 – Jul 2015 · 3 yrs 3 mos · Halle-Neustadt Area, Germany

• Text Translations/Interpreting /Correspondence and Proofreading: German - English - Spanish
• Maintained message content, tone and emotion as closely as possible.
• Provided verbal summaries of non-English documents for immediate use.
• Conferred with subject matter experts and other colleagues to establish precise understanding of specialised concepts and translate appropriately.
• Reviewed final works to spot and correct errors in punctuation, grammar and translation.
• Applied cultural understanding to discern specific meanings beyond literal written words.
• Replicated flow, style and overall meaning of original texts.
• Customer Service/Tech Support for Spain, England, Portugal and Germany Supported the Navigon/Garmin account (GPS)
• Took part in the Customer Acquisition Conference in Berlin - 4th Annual Customer Experience Management Summit - Organising institution: Allan Lloyds

Jun 2009 – Dec 2009 · 6 mos · El Salvador

• Team Leader
• Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
• Helped employees with daily tasks and any complex problem by applying motivational and analytical strategies.
• Guided and supervised new employees and responded quickly to questions, which helped the associates understand the job responsibilities.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Completed documentation and logs each day to generate weekly reports detailing activities.
• Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
• Helped new team members acclimate to procedures, collaborate with fellow athletes and enhance competitive performances.
• Worked with coaches and trainers to understand and implement improvement strategies.
• Hotels.com
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Identified client needs, built relationships and overcame objections to drive sales.
• Developed strong rapport with customers and created positive impression of business.

Mar 2008 – Jun 2011 · 3 yrs 3 mos · El Salvador

• Expedia.com
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving clients concerns.
• Responded to customer requests such as products, services and company information.
• Tier 2 - Acting Supervisor
• Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
• Kept abreast of new company products and services to effectively answer any questions and resolve customer complaints.
• Assessed, authenticated and approved customer exchanges, voids and returns.