Silvia Bernardo Email & Phone Number

Ireland

✰ OPERATIONAL LEADERSHIP• Continuous monitoring and assessment of daily, weekly and monthly performance, and driving analytical insights around impacts from People, Processes and Policies, to achieve scorecard KPIs and operational deliverables.• Ensure that the partner teams have all the skills, quality, technology, processes, procedures & policies necessary to deliver our regional goals both from an operational perspective and from quality perspective.• Achieve results through others by building strong and successful relationships with all internal and external stakeholders.✰ CHANGE READINESS AND CONTINUOUS IMPROVEMENT• Initiate/lead/support operational excellence initiatives to achieve savings which could be reinvested for value-added initiatives.• Initiate/lead/support continuous improvement initiatives to enhance performance and customer experience, leveraging data analysis, Voice of the Customer and Voice of the Teammate on customer-impacting processes.• Build change ready and empowered partner teams dedicated to identifying opportunities to improve the experience for both customers and teammates.• Engage with key stakeholders to understand and factor in the impact of upcoming policy, product and process changes on the Operation and ensure partners’ readiness from the perspective of skills, technology and processes.

County Dublin, Ireland

✰ REPORTING FOR ALL THE DIFFERENT LOBs IN THE DEPARTMENT • Create and regularly issue all the weekly and monthly reports for all the different LOBs and markets of the EEC Commercial team both in-house and at partners’ sites, and periodically adjust them according to the needs of people managers, in order to facilitate performance management and evaluation.• Create, update and clarify SOPs.• Create and issue ad hoc reports and deep dives on specific metrics upon requests from the Commercial Leadership team.✰ INITIATE/LEAD/SUPPORT OUTREACH CAMPAIGNS ON BUSINESS UNIT'S REQUESTManage outreach campaigns with varying goals from initiation to closure, leading both outsourced and in-house teams:• Help putting together the quarterly plan, distributing HCs across the different campaigns requested by the BU based on the different level of priority and other dependencies;• Manage the quarterly plan, reallocating HCs upon request from the BU and monitoring adherence to plan on partners’ side;• Help setting operational targets for OS teams;• Take care of the actual set-up of campaigns both in-house and at partners’ sites, reviewing supporting materials, delivering training and creating survey forms to track customers’ insights;• Constantly monitor teams’ performance towards agreed targets and liaise with TLs to identify road blockers and devise action plans to recover performance;• Act as SME and provide support to outsourced and in-house teams for escalations to the relevant stakeholders;• Gather Voice of the Customer insights and share final read-outs with key stakeholders for each campaign;• Deliver quarterly read-out sessions.✰ LEAD/SUPPORT THE OUTBOUND MONETIZATION PROGRAMManage the program end-to-end:• Create all surveys and training materials;• Liaise with Learning Team and partners to deliver training to OS teams and deliver training to in-house teams;• Contribute to the design of the R&R programs;• Issue regular reporting to relevant stakeholders.

County Dublin, Ireland

✰ INITIATE/LEAD/SUPPORT OUTREACH CAMPAIGNS ON BUSINESS UNIT'S REQUESTManage outreach campaigns with varying goals from initiation to closure, leading both outsourced and in-house teams.✰ PROCESS & CUSTOMER SATISFACTION IMPROVEMENT INITIATIVES• Monitor and assess the end-to-end customer journey and the company perception in customer satisfaction surveys, in order to identify trends and provide actionable insights and recommendations to improve customer experience;• Act as a point of contact for in-house teammates and overflow partners to feed back into leadership team and BU on customer sentiment and pain points;• Support ad hoc projects and initiatives;• Occasionally travel to partners’ sites to support the launch and ensure the effective implementation of specific projects/initiatives.

Dublin

Reporting to the Sales Director, devise, implement and manage the company’s pricing strategy in Valencia and Barcelona markets with the aim of enlarging market share.

Valencia, Spain

✰ SALES COORDINATIONDirectly handle enquiries (telephone calls/e-mails); train and coordinate the sales team, reporting to management on its performance; provide support to agents for marketing, product and pricing queries; act as key contact point for suppliers to maintain relationship; identify and contact potential partners; check the information on the website and the reservation system to ensure consistency and accuracy.Notable accomplishments:✔ Delivered 110% of sales target, shifting sales focus to high-margin products;✔ Demonstrated a 75% closing rate versus company average of 62%.✰ PRICING AND MARKET ANALYSISReporting to the Sales Director, devise, implement and manage the company’s pricing strategy in order to maximize sales and optimize margins; constantly monitor occupancy and devise appropriate corrective measures where necessary; carry out competitor analysis for price and products; contact and renegotiate with existing agents and suppliers to promote products and to ensure pricing competitiveness.Notable accomplishments:✔ Kept occupancy between 85% and 100% during high season periods and above 40% during low season periods;✔ Successfully built and maintained relationships with accommodation managers and owners, contributing to bring market share to new heights expanding the properties portfolio from 40 to 200 over a 3-year period.✰ COMPLAINTS MANAGEMENTConstantly monitor feedback from customers and directly handle all complaints; understand the reasons behind complaints and work towards solving clients’ problems; supervise accommodation managers’ performance in order to improve the standards of the company; monthly review complaints and work towards minimizing their number.Notable accomplishments:✔ Achieved a 85% customer retention rate;✔ Helped to reduce complaints 20%.

Valencia, Spain

Deal with administrative management of a real estate agency which was partner of the “Ministry of Housing”: customer service (dealing with enquiries both on the phone and via e-mail, handle complaints); sales team coordination (call screening, diary management); in cooperation with the back-office, management of all the procedures related to tenancy, both in the pre-sale stage (preparation and administration of rental agreements) and in the after-sale stage (cash management, filing).Notable accomplishments:✔ Played a key role in meeting the aggressive deadlines established by the “Ministry of Housing”.

Valencia, Spain

Provide customer service to foreign customers (dealing with queries and complaints both on the phone and via e-mail); call screening; identify and contact potential exhibitors to drive attendance at the event; log information on the company database; translate e-mails as well as catalogue/leaflet texts.Notable accomplishments:✔ Successfully handled a series of complaints due to a sudden change in the fair dates;✔ Helped to update the exhibitors and visitors database.

Diploma In Project Management, 79% Merit

Short Course Certificate In "Applied Communications And Customer Care Management".

Bachelor, International And Diplomatic Relations