Karina Batista

Experience

• 

  Meliá Hotels International

  May 2012 - Sept 2017

  Guest Experience Manager

  • Support the Hotel's daily operation tasks. • Take in guest feedback and find ways to improve guest satisfaction during the stay at the hotel.• Trained staff on operating procedures and company services.• Provide support to ensure the Key Performance Indicators are achieved.• Developed, implemented and monitored the launch of the exclusive lounge(THE LEVEL) to maximize customer satisfaction.• Provided detailed monthly departmental reports and updates to seniormanagement. Recommended changes to existing methods to increaseaccuracy, efficiency, and responsiveness of the customer service department.• Supervised, coached, and mentored 150 - member staff. . Management of platforms such as TripAdvisor, Booking.com, Hotels.com• Point of contact for VIP guests.• Support the Hotel's events. Show less

• 

  Optima Intercâmbio

  Oct 2017 - Sept 2019

  Product Manager

  • Design and development of student exchange programs. Worked with the product team to tailor programs offered by the agency. Modernization of products based on student's feedback and market analysis to increase sales and expand the product offerings.• Assessment of educational programs offered by each institution.• Collaborated with the marketing team to align marketing strategy, messaging,and tactics.• Presented production ideas and determined creative scenarios for production and delivery.• Created, recorded and posted videos on website.• Rewrote and reorganized site content to better position products and services.• Organized collected information to produce content for company's blog.• A relocation from Brazil to Ireland was provided by the company to enhance the role's efficiency.• Served as company's bilingual Portuguese/English and Portuguese/English Customer Service Representative Show less

• 

  A Mamãe Nasceu Assessoria

  Oct 2019 - May 2021

  Senior Project Coordinator

  • Led projects and analyzed data to identify opportunities for improvement.• Developed sale and advertising strategies, price models, cost analysis, andresource planning.• Managed content distribution to online channels and social media platforms.• Collaborated with marketing and design teams to develop and plan site content, layout and style.• Devised strategic plan and sales marketing for training seminars, focusing on• professional certifications, delivering 6 new training seminars to thecompany's portfolio.• Conducted research, gathered information from multiple sources and presented results.• Developed team communications and information for meetings.• Produced and submitted weekly reports outlining progress against KPIobjectives.• Proofread, edited, and evaluated final copy to verify content aligned with established guidelines. Show less

• 

  Permanent tsb

  May 2021 - Aug 2021

  Customer Service Agent

  • Managed busy phone system, answering phone calls from customers and internal areas to resolve their queries in real-time or work with the relevant department to deal with customers' requests.• Recommend and educate the customer about the bank procedures, in order to improve their satisfaction and deepen their relationship with the company.• Provided consistent feedback regarding customer satisfaction, tools, and processes.• Taken ownership of complaints and error reporting to ensure procedural and regulatory guidelines are adhered to.• Data breach prevention through validation of customer details and necessary updates.• Updated on Tsys (Credit Card Payment Solution) system.• Updated spreadsheets and managed client data on local CRM system withoverall Information. Show less

• 

  KBC Bank Ireland

  Nov 2021 - Oct 2022

  Operations Administrative Assistant

  • Ensured that account switching applications received from all channels are processed accurately and within internal and Central Bank SLA’s.• Liaising with other banks where required.• Assistance to Line Manager and Team members with ad hoc administrativeduties as stipulated.• Managed client data and project documents on the local CRM system.• Reviewed and authorised switching requests submitted by team members.• Ad hoc reporting in Excel• Provided updates on switch applications during daily calls• Delegated tasks as required• Ensured to follow strict GDPR guidelines• Multi-tasked and prioritised tasks as stipulated by Management• Provided support on projects aimed at improving operational effectiveness and productivity across the bank operations. Show less

• 

  LinkedIn

  Oct 2022 - now

  As a Project Manager specializing in Go-to-Market Enablement, here how I've played a pivotal role in propelling LinkedIn towards accelerated success company-wide: • Acting as point of contact for Project Management Office (PMO) & supporting GTME in EMEAL : Acting as the primary point of contact for the PMO team in the EMEAL region, ensuring smooth communication and coordination. Providing support to the Go-to-Market Enablement (GTM) team's initiatives, contributing to the success of strategic projects.• Establishing cross-functional partnership : Establishment of partnerships with cross-functional teams spanning EMEAL, NAMER, and APAC regions. Engaging with program managers, stakeholders, and partners to effectively communicate project objectives, strategies, progress, and changes across the 3 Line of business.•Change management and project oversight: Managing changes to project schedules, scopes, and deliverables, utilizing comprehensive Project Management templates.•Ad-hoc support: Offering assistance with workstream activities on an ad-hoc basis, ensuring operational efficiency and project success.•Management and monitoring: Maintaining and monitoring project documentation using advanced tools such as Smartsheet, MS Planner, and SharePoint.Regularly update program measurements, schedules, and status reports to ensure transparency and accountability. Show less As a Project Coordinator on the Onboarding Program, my role was ensuring seamless transitions and empowering New Hires. Here how I supported the onboarding program: • Point of Contact & Onboarding Expert: Acted as the primary point of contact for the EMEAL onboarding program, ensuring seamless integration of new hires into the organization. • New Hire Support & Training Management: Enrolled and supported new hires in the onboarding program, orchestrating their participation in relevant events, managing training sessions, and providing timely responses to inquiries across multiple channels.• Project Documentation & Monitoring: Diligently maintained and monitored project documentation using tools like Smartsheet, MS Planner, and SharePoint, ensuring accurate record-keeping and streamlined workflows.• Ad-Hoc Workstream Support: Assisted with workstream activities on an ad-hoc basis, lending expertise and support to ensure smooth project execution. Show less

  • Project Manager

    Sept 2023 - now

  • Sales Readiness Project Coordinator

    Oct 2022 - Sept 2023