Reine Laferrere

• Worldwide Travel Sales consultant working with global portfolio of travel products
• Strong brand delivery in all aspects of sales process
• Ability to confidently structure and close sales leads, working in target based environment
• Delivering high level of accuracy and attention to detail
• Openness to feedback and coaching to increase sales outcome
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.

• As part of the IP reporting experience for Facebook & Instagram ads products, I analyzed and processed copyright infringement reports for Facebook and Instagram rights holders
• Part of the Anti-counterfeit enforcement & policy vertical team
• Maintained guidance and trainings to improve operational processes and presented several intellectual property on-boarding trainings for contingent workforce team
• Effectively plan and execute team-wide projects to further the department's mission and improve user experience while liaising with cross-functional partners in Legal, Operations, Product, Engineering, and Partnerships to move these initiatives forward
• Defined clear business problems and prioritize solutions using data-driven analytics, developing success metrics to measure project performance and alignment with team mission and goals

• Manage complex, sensitive, and/or urgent cases that might pose a significant risk to brand. Mitigating financial and reputational impact on Airbnb’s brand
• Working with management to support cross-functional groups to develop internal policies and tools such as increasing automation, updating policies, and fixing product loopholes
• Outsourcing to shared services. Including workflows creations, training & mentoring
• Offline safety and policy specialist: Proactive Investigation Methodologies project member. Maintaining high levels of confidentiality while performing investigations
• Vetting: Special Event Screening
• Coordinating global business meetings

As an Applecare advisor, when customers call with questions you don't just provide answers, you provide an experience.

• Analyze and resolve a wide variety of complex customer issues surrounding contract and Enterprise level agreements using CRM, SAP and other technical tools, whilst maintaining outstanding metrics and quality levels
  
• Sell and provide Support for AppleCare Protection Plan and AppleCare + insurance
  
• Work with resellers and service providers
  
• A cross-functional team player, using escalation process within Apple services

• Customer-centered support by e-mail and Live-Chat focused on delivering solutions ensuring a top-level customer experience
  
• Troubleshooting technical issues with a solution oriented and customer demographic adapted approach
  
• Ensuring that all communications always represents the Big Fish Games brand and values

• Writing new training material and delivering training in English to a group of 15
  
• Monitor and report new issues and bugs on mobile products
  
• On-going improvement and update of the Technical Training program, point of contact for mobile Representatives when they had questions regarding new issues or procedures

• Maintaining peace on the board and dealing with any arising conflict between the users. Contributing to create a great social aspect to our community gathered around our games
  
• Posting and moderating new game Reviews and Technical threads; daily announcements for sales. Monitoring the website and reporting issues for promotions
  
• Social Media Project Defining and executing the overall Social Media strategy on our US Facebook page