Maria D'Alpuim Email & Phone Number

Cambridge, England, United Kingdom

Cambridge, England, United Kingdom

Cambridgeshire, England, United Kingdom

* Trained >100 employees on Gearset platform (Salesforce DevOps tools), covering commercial and technical concepts as well as full product implementation for troubleshooting and demo readiness;* Designed a training program to support scale and delivered to different teams (sales, customer success, sales engineers, DevOps architects, etc.), which resulted in quicker up-to-speed members;* Created content and training sessions to ensuring go-to-market team members are enabled to deliver efficient, tailored and relevant product demos and support customers;* Designed and keep delivering soft skills workshops, for example: pain discovery workshop;* Designed and deliver company-wide training sessions to release new features, example: Gearset CICD Pipelines tool;* Organised and led stakeholders review sessions to guarantee alignment for product enablement between product, marketing, sales and customer success team.* Leading close feedback loop sessions with CEO and head of CS to align training goals vision, content and resources with company goals and business needs;* Designed, created and now maintain training resources for the whole range of products the company offers, enabling different learning styles (video, texts, sessions) and different teams (customer facing or not);* Ensure that each new hire learns how Gearset product resolves complex DevOps processes in Salesforce ecosystem, through release management solutions, backup solutions and continuous delivery;* Delivery of high level feedback and data gathering to identify knowledge gaps and improve processes.

Cambridge, England, United Kingdom

* Debug complex issues by developing a deep understanding of Gearset, Salesforce, DevOps, and its challenges;* Delivery of world-class customer support through in-app chat, by email, and technical screen-shares;* Provide technical support in Sales and Customer Success meetings, to offer consultative support and advice on how to best use Gearset and improve development processes;* Onboarding new users or leads with product demos, to showcase our key features and their value to their specific needs.

Samaná, Dominican Republic

Year gap to travel - due to Covid-19 I've spent this time in the Dominican Republic and did some freelance jobs with Hotels supporting different areas of the business: * Set marketing strategies to find new ways of revenue with local tourism and digital nomads;* Content planning, creating and implementation, with daily engagement across social.

Santo Domingo, Distrito Nacional, Dominican Republic

Year gap to travel, but due to Covid-19 I've spent this time in the Dominican Republic where I did some freelance jobs with Hotels supporting different areas of the business, including Marketing and Reception.* Social Media Manager: - Strategy, content planning, and implementation, customer contact;- Attract local tourism in times of COVID-19, whilst showing safety measures were being taken;* Front Desk & Bar assistance.

London, United Kingdom

* Front line support for fast-paced clients operating in Capital Markets, Asset Management and Financial Services as well as internal employees with Bloomberg software, hardware, and other financial products;* Technical support and troubleshooting for Bloomberg software and hardware;* Identify customers issues and needs and escalate to appropriate department;* Assisting clients in both English & Spanish.

Cambridge, Reino Unido

- Control and coach the quality of customer service performance in a office with +400 dynamic people that handle more than 25000 contacts per day from both customer accommodation partners.- Measure both successes and developmental areas- Take ownership of customer/partner needs and initiate appropriate solutions or coaching action plans to drive development- Led deep dives to identify skill gaps and implement coaching/training solutions;- Use appropriate coaching techniques applicable to coachee development on an individual level, personalizing each session to each person need- Actively liaise with trainers during new hire training- Identify opportunities to improve customer/partner experience and efficiency for self and team- Work together cooperatively with other Quality Executives, Team Leaders and Offices to meet goals and tasks- Actively participate in Training and Quality meetings and discussions.- Reporting to the Training and Quality Team Leader of a fast paced global operation- Design, deliver and measure effective soft skills training for Customer Service- Assist with local recruitment for Customer Service, interviewing and language assessments.

Vilnius, Lithuania

Assignment of 6 months to perform my role from another office. From day 1 co-responsable to support setting a new site in a new country, operational, work distribution, training new people, spread the Booking.com culture, create a legacy and identify talent for future.- Audit the quality of customer service interactions with guests and accommodation partners; - Analyse data to take ownership of customer/partner needs and initiate appropriate solutions or coaching action plans to drive development- Create and deliver workshop based on site needs- Providing coaching and feedback to improve the level of service we provide to our customers. - Work within the Training and Quality Team (local and Global) for the Customer Service department; - Reporting to the CSManager at the site- Actively liaise with stakeholders for product efficiency and drive performance

Cambridge, Reino Unido

* Manage relationship and queries from accommodations and customers by providing high level of customer service;* Dealing and follow up on complaints by e-mail and phone to achieve problem resolutions;* Planning team incentives to motivate my team;* Represent Booking.com in a professional manner to both the external and internal stakeholders;* Liaison with the appropriate departments to gain relevant information, resolve problems or provide support.

Lisboa E Região, Portugal

Social Media & Online Campaigns Manager: Research, strategy, planning, implementation, online activations and campaigns management, reporting, customer contact and engagement:- Brands: Vitaminas, Honorato Hamburgueres Artesanais, Cais da Pedra, Aprazível, Wok To Walk Portugal, Delidelux, Billy Boy, Limiano, Portugália, Toyota de Moçambique, Lol & Pop (iPad app), Beck's Portugal, UCAL Portugal.

Lisboa E Região, Portugal

Social Media Manager: Research, strategy, planning, implementation, online activations and campaigns management, facebook ads management, reporting, customer contact:- Brands: *Volkswagen Portugal, Soauto (Volkswagen dealers), Expocar (Audi dealers), Cornetto da Olá (Unilever), Becel (Unilever), Fenalac (Lactogal)- Some relevant projects as Social Media Manager: *Pop up! Store (Volkswagen): event activation on Facebook *HP Portugal: creation, management and reporting of “Back to School by HP” challenge *Lactogal: Facebook page managing for 2012 Race Against OsteoporosisNew Business: Research, Strategy, Briefing and Presentations- Disney Portugal, Hasbro, HP Portugal, Unilever (Comfort, Skip, Surf), Campofrio, Aveeno, CTT, Pousadas & Pestana, Delta Q Additional functions and other relevant projects:- www.becel.pt website updating (CMS Unilever Solutions)- Sonae Programa Contacto: reports, quizzes, newsletter- Fenalac (National Federation of Co-operative Milk Producers): Supporting Account Department on project “Milky Way, Stars made with milk and talent”.

Lisbon

Research, strategy, post plan, implementation and reporting, for some brands:- Cornetto da Olá (Unilever) www.facebook.com/cornetto.pt- Becel (Unilever) www.facebook.com/becelportugal- Fenalac (Lactogal) www.facebook.com/FenalacAdditional Functions:- Sonae Programa Contacto: reports, quizzes, newsletter

Mountaineer

Checkout my profile: https://trailblazer.me/id/mdalpuim

Front End Development

Skills bootcamp where I've learned: - HTML - CSS - JavaScript - DOM - Version control / GitHub / VSC - React My (in progress) portfolio is.

Bachelor'S Degree, Advertising And Marketing