Sara Diaz Merino

TRAINING AND DEVELOPMENT SPECIALIST |WEBHELP, BENALMADENA | JAN 2022 – MARCH 2023

Worked for the project of Egencia, an American Express Global Business Travel Company
Certified by Egencia as Customer Operations Trainer
Trained more than 100 employees, individually or in groups of up to 18 people
Delivered and facilitated Egencia Global Onboarding Program, upskilling and reskilling training
Delivered training on customer service and product knowledge. Development of soft skills, understanding of KPIs and quality standards, and the use of Egencia´s travel management platform, Amadeus GDS, Salesforce CRM tool and Workday software
Facilitated online and blended learning combining adult learning theories, instructor-led classroom training, e-learning, coaching and roleplaying activities
Liaised with subject experts and team leaders to assess the effectiveness of the training, identify skills gaps, and align processes across departments
Designed and implemented new training resources and activities, and step by step guides to increase employee engagement and knowledge retention

Misterplan S.L. is a software provider for the integrated management and commercialisation of accommodation, tourism activities and destinations

Onboarded and trained new employees
Standardised training processes related to the implementation and use of MisterPlan’s software
Delivered virtual and face-to-face training sessions to partners and customers
Identified customers’ needs to create tailored training content and address product improvements

First point of contact for employees´ HR related queries for all offices (London, Miami and Singapore)
First point of contact for all the benefits and background checks’ suppliers. Responsible for the renewal and negotiation of new contracts
Coordinated recruitment, onboarding, off boarding, orientation, payroll and employee benefits processes for all offices
Coordinated the “Work Experience placement” process for college students in London Office
Prepared annual salary benchmarking report and pay review project for the Finance Director
Project management: coordinated the roll out of a new onboarding system that helped record tasks completion by all departments involved
Created and improved standard operating procedures for all tasks related to the role

Provided daily administrative support for 130-personnel office, with additional business support to the Executive Assistant of the CEO and the sales team
Organised meetings, events and training sessions, liaising with the catering and IT teams
Monitored suppliers' performance, negotiated stock prices and managed new suppliers’ selection process

Managed and evaluated a team of 8 receptionists
Organised and delivered induction for new starters and departmental training for all employees
Developed and implemented communication strategies and new processes to foster interdepartmental collaboration and introduced new initiatives that stimulated cross – selling