Fernando Pérez Lago

Experience

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  Visual Publinet S.L.

  Feb 2003 - Aug 2004

  Web Project Coordinator

  Developed custom proposals based on business requirements for web and online presence.Content creation, including copy and photography.Coordinated a team of designers and programmers to develop web products.Q&A and testing of website to ensure delivery according to project.Management of the project budget and the allocation of hours within the team.Website performance review and proposals for optimizations.Technical support with website developments and email services.

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  Grupo Luiwan´s Internacional

  Sept 2004 - Aug 2005

  Marketing Assistant

  - Support in ad campaigns (strategy, planning, designs and contents).- Development and release of corporate websites.- Online marketing: SEO, newsletters, mailing.

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  Federación Veciñal de Vigo “Eduardo Chao”

  Sept 2005 - Feb 2010

  Public Relations & Communications Executive

  Managed media relations.Created and leveraged list of media contacts to expand the visibility and reach of the organization in the local and regional area.Organized a wide range of events, including annual fair, cultural and commemorative events.Planned communications to support key activities.Created content for communications including copy, photo and video.Updated regularly website and social media.

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  Sheraton Grand Hotel & Spa Edinburgh

  May 2011 - Aug 2011

  Spa Attendant

  Attendant in urban Spa. Presenting the facilities and services to current and potential clients.- Reception and welcoming clients keeping up the brand standards.- Daily maintenance to guarantee that common areas, changing room and facilities are kept at its best and presented to our clients according to the maximum standards of excellence.- Management of laundry services.- Effective management of issues (lost and found, fixes, customer service claims).

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  Starwood Hotels & Resorts Worldwide, Inc.

  Oct 2011 - Jun 2015

  Coordinated and supported the Field Marketing Teams in EMEA in the delivery of services and enhanced technology to the portfolio of 247 hotels in the region.Regional lead for the roll-out, platform support and further development of the Social Media Management System Sprinklr. Trained teams across Europe, Middle East and Africa, resulting in an activation of 90% of the hotel portfolio.Video strategy & distribution management: identifying distribution opportunities across existing and emerging channels, successfully activated YouTube in EAME pushing contents directly from our Video Cloud and assisted our field marketing teams in defining and implementing best practices.Managed pilot program to identify new emerging social media platforms to drive traffic to web, took the initiative to drive a pilot project in Google+ Local defining objectives and KPI´s and assisting our properties to upgrade, apply best practices, measure, and establish recommendations for a further divisional rolling out.Supported the developing and re-launching of new segmental sites, ensure they met Field Teams requirements and best in class industry practices, assisting at different stages such as content architecture, usability, QA, content gathering and migrations and measurement plans with the successful activation of segmental Spa sites and upcoming Golf sites, Weddings sites and web cam monitored room selling platform Room with a View. Show less Responsabilities:- Handle e-mails & chats regarding hotel’s info, loyalty program, reservations & technical support.- Language proofreading.- Costumer service.Achievements:- Met email per hour requirements, email and chat handle time, getting a permanent position.- Tracked record of customer satisfaction, high scores over 90% in guest satisfaction enquiries and guest commendations.- Analytic skills to solve customer service cases that previously required an endless thread of emails. Show less

  • Digital Marketing Specialist, EAME: Social Media, Video & Emerging Platforms

    Feb 2013 - Jun 2015

  • Ecommunications Specialist

    May 2012 - Feb 2013

  • Sales, Reservations & Associate Services

    Oct 2011 - Apr 2012
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  Starwood Hotels & Resorts Worldwide, Inc.

  Aug 2015 - Dec 2016

  Specialist, Global Social Media Operations

  - Successfully driving the global adoption of multiple E-tools such as: Social Media Management System, Sprinklr, Review Reputation Management, Revinate, Social Media Wall, custom development for Starwood, involving multiple actions and strategies including: identifying the business needs for different stakeholders (hotel property, management companies, field marketing teams, divisional teams, global teams) - Planning and delivering customized training using a wide range of technologies and formats (Online webinars, on demand training, training support guides, 101 training sessions). - Establishing a framework for measurement and benchmarking that helps to achieve businesses goals (KPI definition, programming dashboards, sharing reports, insights and delivering best practices across the organization), support to overcome any technical difficulties as well as further develop our tools with new functionalities and enhancements. Show less

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  Marriott International, Inc.

  Jan 2017 - now

  Manager, Global Social Media Support Services

  • Contributed to gathering requirements, evaluation, and selection of the company´s social media management system.• Supported in the building and roll out Marriott´s Social Media Management ecosystem, creating custom experiences, setting up a scalable solution that increased platform usage by 375%. • Activation of new teams and brands in the platform, involving the gathering of requirements, creating platform setup and dedicated training.• Expanded usage of social media listening for hotels to minimize crisis risks by partnering with crisis team to develop and train hotels on process to identify emerging crisis in social.• QA, testing and successful roll out of new functionality in Sprinklr in, including paid program for above property and hotel teams.• Responsible for the overall Social Media Management system platform health, solving critical issues on a timely manner, communicating to stakeholders and managing critical updates.• Training of new team members in social media platforms, activities, standards and Sprinklr.• Point of contact for support related escalations from global social media team and stakeholders, including sensitive cases such as account hacking and billing issues.• Contributed to the company´s growth strategy in social media by activating global teams to execute and have a presence in new social networks including TikTok, Snapchat, Pinterest, LinkedIn and WhatsApp. Show less