Marie Horner
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Customer Support Associate | Wellbeing & Engagement
Barcelona, Catalonia, Spain
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Résumé
Jobs
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Sustainability AnalystEcoVadisApr 2024 - Current (2 years 7 months)- Customer Care AssociateEcoVadisAug 2022 - Apr 2024 (1 year 9 months)• Provide support for customers to answer questions and provide consultative assistance
• Communicate the evolution of EcoVadis product and platform functionality, methodology, as well as administrative services integral to the customer's success
• Sustainability Trainings
• Lead some Wellbeing activities for the team
• Welcome and support new hire in the team - Customer Service Partner SpecialistBooking.comJun 2021 - Jul 2022 (1 year 2 months)• Guiding partners to use the internal platform and solving their queries (accounting, content, etc)
• Language assistance for German speaking partners - Auditor Machine Learning TranslationBooking.comOct 2019 - Sep 2020 (1 year)• Participating in the company-wide project to develop a translation tool based on machine learning
• Correcting and adjusting machine translations and handling cases for German customers accordingly - Wellbeing & Engagement AmbassadorBooking.comJul 2019 - Jul 2022 (3 years 1 month)• Sharing health & wellbeing content with the team to promote their physical and mental health
• Organise different activities to reinforce the team spirit
• Organise and host team meetings - Customer Service Guest SpecialistBooking.comApr 2019 - Jun 2021 (2 years 3 months)• Additionally handling complaints such as relocations, guest misconduct, and accommodation service complaints.
• Support to CS Guest Executives to handle more complex cases - Customer Service Guest ExecutiveBooking.comFeb 2019 - Apr 2019 (3 months)• Listening, responding and mediating between our international guests and partners to resolve easy to complex issues via phone.
• Replying to email, messages and live chats from customers all over the world in English and German
• Navigating different online IT tools and browsers to provide accurate information
• Collaborate with my teammates and colleagues through peer to peer learning and constructive feedback encouraging a positive working environment
• Always ensuring a high level of customer service - PProject ManagerApr 2011 - Dec 2016 (5 years 9 months)• Contracting hotels for fairs and congresses
• Negotiate, control and manage hotel room allotments and rates
• Update hotel offers on the website (text, photos, etc.)
• Invoicing and closure of events - AMeetings & Events ConsultantAMERICAN EXPRESS BARCELO VIAJESJan 2010 - Mar 2011 (1 year 3 months)• Reservations (hotels, transport, restaurant, guides etc.)
• Task coordination between clients and suppliers
• Event monitoring and follow-up
• Responsible for the Committee and the VIP’s during the events (e.g. Geneva and Paris motor shows, UEFA Final) - SSecretary to Director of Finance Spain (Maternity leave replacement)Apr 2009 - Oct 2009 (7 months)• General cashier duties
• Bank reconciliation
• End of month reporting
• VAT handling - Receptionist & Trainings ManagerHilton Diagonal Mar BarcelonaJun 2007 - Jan 2010 (2 years 8 months)• Guest check-in/-out
• Dealing with special guest queries
• In charge of training new receptionists
• Invoice processing
• Complaint handling
• Assistance to finance department - Financial AdministratorBayerApr 2006 - Mar 2007 (1 year)• Ensure timely billing of customers
• Follow up with relevant country contacts on problem resolution
• Management of incoming queries
• Invoicing in SAP
• Independent handling of all incoming and outgoing mails - Assistant Manager AdministrationJohnson ControlsNov 2005 - Feb 2006 (4 months)• Administrative support to management
• Phone calls in English, French and German
• Edit of incoming and outgoing mail
• General Office administration - HHotel ReceptionistHotel St. Gotthard BaselAug 2003 - Aug 2004 (1 year 1 month)• Check - in / out of guests
• Deal with all guest queries
• Invoicing
• Deal with business enterprises and agencies
• Managing reservations
Education
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- EHofmann Diploma Baking and PastryEscuela de Hostelería HofmannJan 2017 - Jan 2018 (1 year 1 month)
- Hkaufmännische BerufsmaturitätHandelsmittelschule HMS - Business School (Basel)Jan 2000 - Jan 2004 (4 years 1 month)