Andrea Lange

Experience

• 

  None

  Jan 2002 - Jan 2004

  English Language Teacher

  Giving English grinds to two secondary school students.

• 

  FIFA

  May 2006 - Jul 2006

  Ticket Service Point Associate

  Duties during the FIFA World Championship in Leipzig/Germany included providing customer service in case of ticket entry difficulties and reporting alleged ticket fraud.

• 

  None

  Jan 2010 - Jan 2010

  English Language Teacher

  Teaching English to a Greek and Polish national in preparation of their Cambridge English Proficiency exam.

• 

  Starwood Hotels & Resorts Worldwide, Inc.

  Jan 2010 - Feb 2012

  Coaching underperforming sales and service associates; handling escalated calls; working on projects as required; helping with calls as needed; facilitating agent and hotel follow-ups. Answering questions policies, procedures and programmes from Sales and Service agents and taking escalated calls as Supervisor on Duty. Making hotel reservations, providing customer service and loyalty programme support.

  • Sales and Service Team Lead

    Sept 2011 - Feb 2012

  • Hotel Support and Assist

    Sept 2010 - Sept 2011

  • Sales and Service Associate

    Jan 2010 - Sept 2010
• 

  Marriott International

  Feb 2012 - now

  Helping Associates strengthen their key skills and traits needed to perform CEC functions. Supporting Core Services Managers, Associates and the CEC through effective coaching and other support activities. Performance management of up to 30 Sales and Service agents through call monitoring, team meetings, workshops, assessments, training and disciplinary proceedings if necessary; handling escalated guest issues; helping with calls, emails and other work streams as required; monitoring the email review queue; coordinating and leading projects; facilitating agent and hotel follow-ups; German proof-reading and translations.

  • Assistant Manager, Associate Services

    May 2024 - now

  • Lead Guide, Core Services

    Feb 2022 - May 2024

  • Manager, Core Services

    Feb 2012 - Feb 2022
• 

  Ballincollig Community College

  Jan 2013 - Jan 2013

  Adult Education Teacher for Self-Sufficiency

  Teaching adults about self-sufficiency (growing fruit and vegetables, keeping chickens, foraging).

• 

  Starwood Hotels & Resorts Worldwide, Inc.

  Feb 2013 - May 2013

  Training Development Leader

  Preparing and updating training material; facilitating classroom training; monitoring trainees’ progress through assessments.