Marcela H. Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Dublin, Ireland

Dublin, Ireland

I was a member of LinkedIn’s Global Social Support Team monitoring and managing LinkedIn’s social media platforms such as Twitter, Facebook, and Instagram. The global team grew from 8 to 20+ colleagues over the course of 2019 reflecting LinkedIn’s continued expansion and the increasing use of social media by members. My senior responsibilities included:1. Training new hires and actively coaching them to deliver world class service to our members. It was very rewarding to see how quickly and seamlessly our new colleagues integrated with the team, ramped up, and added new flavours to external member communications. This work also required me to design new training material.2. Promoting and building the Social Support brand within LinkedIn. This was a key activity to ensure the team was aware of group wide activities (product updates, PR, bugs, etc.) that may generate member engagement on social media platforms.3. Initiating and leading team projects and participating in office wide projects e.g. process improvements to increase productivity; product/service updates to strengthen member engagements; new products/services to meet our members’ evolving needs; developing a new community/platform for 20+ GCO Subject Matter Trainers to share best practices.4. Delivering Rock Your Profile events to external organisations (e.g. Jobcare, Microsoft). This also provided an opportunity to understand how members engage with LinkedIn and identify opportunities to continuously strengthen these experiences.Achievements1. Four Top of the Charts Awards 2. ‘Calmer of Storms’ Award - Global Customer Operations Oscars3. Certificate of Achievement for my new Subject Matter Trainer activities4. Placed second in Dublin’s first Ideas Hackathon 5. Nominated for the VIP Relationships and Collaboration Award for leading LunchIn in Dublin

Dublin, Ireland

I was a member of Dublin’s InDay Committee. LinkedIn gives back one day per month to its employees to invest in ourselves and our communities. I passionately led two regular events:1. Led LunchIn events in the Dublin office with a fantastic team of volunteers. LunchIn allows members from different teams to get to know each other better in a casual environment, learn about the business and be more effective in their day-to-day roles. LinkedIn’s Global VP is the sponsor of this event and many senior executives participate as champions and mentors. We grew this from an idea to an established monthly event for 100+ colleagues and supported LunchIn’s expansion in Omaha, Singapore, and Sunnyvale. In 2019, we delivered LunchIn in partnership with company-wide initiatives - Women’s International Day, Social Impact, Out@In, and Parents@LinkedIn. 2. Coordinated regular visits to the DSPCA animal shelter. We cared for sick animals and walked dogs waiting to find their forever homes. This was my favourite day of the month.

Dublin, Ireland

Responsibilities1. Researched and resolved service requests and customer inquiries verbally, in writing, and on-line via Twitter, Facebook, LinkedIn Forums and other channels.2. Escalated site and customer issues, logged bugs, troubleshot technical problems, and maintained ownership through to resolution.3. Worked closely with the Global Customer Operations and Global PR Teams to determine best practices and procedures, provide recommendations, make independent decisions, and implement these effectively.4. Proactively provided feedback to management regarding necessary changes and updates including upgrades, functionalities and customer care issues.

Dublin, Ireland

I was a Dedicated Provisioning Specialist in the 20+ LinkedIn Talent Solutions (LTS) Support Team providing product and technical assistance to our Corporate clients through English and Czech. This role is a critical component of LinkedIn’s EMEA Commercial Team. Responsibilities 1. Implemented new corporate contracts, renewed existing contracts, and managed escalations.2. Supported and educated sales executives on best practices via email, telephone, and in person. 3. Established effective working relationships with customers and colleagues (Sales, Product, IT, and Safety Operations Support) to ensure excellent information flow and feedback on policies, processes, and product changes. 4. Continuously developed my technical knowledge to deliver an efficient onboarding experience for new contracts and an uninterrupted experience for existing contracts. Achievements1. Received 40 Bravo Awards from sales partners for providing excellent support, thinking outside the box, and going the extra mile to address complex issues. 2. Awarded 2 “Top of the Charts Rock Star Awards” for achieving an average Customer Satisfaction (CSAT) score of 9.47 and for exceptional performance. 3. Exceeded my 2016 productivity target by 52%. I focus on fully resolving tasks first time, balancing speed with attention to detail. I am disappointed if my customers, internal and external, reopen tasks or ask me to clarify my responses or actions. I am motivated to continuously develop my understanding of our products, services, policies, procedures, and collaborate with my colleagues to deliver a world class service. 4. Successfully completed a Certificate in Data Protection Practice from the Law Society of Ireland and a Diploma in Cyber and Digital Security.

Dublin, Ireland

The Accenture BPO Law Enforcement Response Team (LERT) provides onsite services to Facebook. I was based in Facebook’s office for this role and worked alongside Facebook LERT. Responsibilities1. Liaised with international judicial authorities regarding potentially inappropriate and illegal material posted by Facebook community members. This material included fraud, fake and hacked accounts, child exploitation, threats, and cyber bullying. 2. Established subject matter expertise with Facebook’s policies such as member safety, data privacy, and freedom of speech, and the legal and regulatory requirements that Facebook is obliged to adhere with. 3. Validated, investigated, and responded to inquiries of a sensitive nature and/or emergencies.4. Trained new colleagues for triage duties and existing colleagues for processing. Subsequently provided support to the deputy team manager in mentoring these colleagues on an ongoing basis.Achievements1. Delivered consistently strong processing statistics and QA results in excess of 98%.2. Chosen by the team manager to support the deputy manager's training and mentoring of new hires six months after joining the team.3. Designed an equitable weekend rota for the team.4. Nominated by the team manager to attend an Accenture Leadership Breakfast, support the delivery of a ‘Women in Accenture’ networking event, and organise the team members’ birthday celebrations – cards, gifts, decoration, collections, and meals out.

Dublin, Ireland

Responsibilities1. Assisted the manager in the day to day operations of six teams (Czech, German, Hungarian, Polish, Russian, and Bulgarian) and managed escalations in the manager’s absence.2. Carried out monthly performance evaluations with 17 staff. This required the ongoing training of new staff and coaching existing staff to achieve challenging operating targets.3. Provided online support to customers through English, Czech, and Slovak using a range of communication channels (telephone, live chat, and email) with a focus on customer satisfaction and ‘first-time resolution’. 4. Managed approximately 60 customer queries and complaints daily. This required me to take ownership, resolve issues, collaborate with relevant departments, and provide customers with regular updates until the issues were resolved. 5. Telephoned new customers to generate sales, existing customers to ensure they were satisfied with the service and to cross sell, and lapsed customers to encourage them to return to Sportingbet. 6. Produced daily bank reconciliations for deposits and withdrawals and investigated discrepancies until they were fully addressed.7. Translated customer communications and marketing and legal documentation for our website. Achievements1. Promoted to this senior role in June 2013 having consistently delivered excellent customer service and developed good working relationships throughout the company. 2. Nominated for employee of the month on seven occasions, winning twice (6 staff were nominated monthly from approximately 120 staff). Nominated for employee of the year and placed second for providing “extremely high quality service”, “delivering outstanding work”, and my “customer feedback is consistently high”.3. Consistently received 95-100% in monthly reviews of written and oral customer communications. 60% of this score resulted from direct customer feedback.

Dublin, Ireland

Zlín, Czech Republic

Responsibilities and Achievements1. Provided customer service and managed customer inquiries through English, Czech, and Slovak in person, by telephone, and by email.2. Designed and implemented travel plans for corporate and individual customers that balanced customers’ needs with generating revenue for the company. This involved booking flights, bus journeys, accommodation, and car rentals.3. Issued invoices, handled complaints, and managed ticket refunds and reissues.4. The Zlín branch only employed two to three staff during my time there despite a significant increase in business volumes. This required me to develop my multitasking, working under pressure, accuracy, and prioritisation abilities.

Professional Diploma, Leadership And Management, Distinction

Diploma In Cyber And Digital Security (Global Institute Of Cyber, Intelligence And Security), Distinction

Certificate In Data Protection Practice

Diploma In Office Management And Administration, A

Certificate Of Proficiency In English, A

This is the University of Cambridge's highest level English for Speakers of Other Languages (ESOL) exam. It is Level C2, the highest.

Diploma In Tourism Management And Marketing (The Institute Of Commercial Management), A