Nina Gorman

• Global Product Support - Payroll, HRIS, Reporting tools
• Increased first-contact resolution rates by implementing proactive measures such as self-help resources and detailed troubleshooting guides.
• Streamlined support processes for increased efficiency and a faster response time to customer inquiries.
• Resolved challenging cases diplomatically while maintaining professionalism, preserving brand reputation with key clients.
• Developed innovative strategies to address recurring issues more effectively, minimizing repeat contacts from customers.
• Investigated and resolved customer inquiries and complaints quickly.

Operations Lead of Triathlon Ireland's Membership, Customer Service & Events Team

• Management of the International Age-Group athletes program
• Digital Transformation project - Data analytics implementation, Data security, Customer Service process improvements, Virtual community project
• Strategic support to the CEO and Board of directors (travel & meeting organisation, minutes taking, funding applications)
• Database management & reporting
• Staff training & mentoring
• Part of Cork City Triathlon event team
• Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
• Created comprehensive training materials designed specifically to enable seamless onboarding of new team members and maintain consistency in operational standards.
• Generated reports detailing findings and recommendations.
• Gathered, organized and input information into digital database.

• Technical Support & Onboarding
• CRM database administration
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• HubSpot AI support
• Customer Success
• Marketing Automations
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
• Conducted regular training sessions for new team members, promoting best practices in customer support operations.

• Technical Account Management for Enterprise & Partner clients
• Onboarding & Customer platform presentations
• Store locator & map creation
• Daily, weekly, monthly reporting for high value clients
• Data management & analysis
• Process creation & improvements, Support site documentation creation and translation
• Administration & CRM Management
• Troubleshooting and problem solving of platform, App & API issues
• Working closely with Marketing, Product & Engineering to resolve all issues
• Achieved all retention and product satisfaction KPI's
• Mentoring & Coaching of new team members
• Google Business Profile support
• Directories (Facebook, Apple & Bing listings) support & advice
• Customer Feedback reporting & analysis

• Customer Experience - B2B & D2C support
• EMEA Event & Partnership Management (Sport events, Ironman Europe races & Community sample events)
• Technical Support
• Two for the Trails programme, outdoor events management & map creation
• EU Business Development - supporting new market launches
• Customer feedback reporting & analysis
• Administration & Support ticket management
• Marketing & Sales Support
• Sponsorship & Brand Management
• Social Media campaign support (IG, FB, TikTok, Google Ad's analytics)
• Ambassador Account Management
• Led customer workshops and webinars to educate users on product features, updates, and best practices.

• Supporting Fitbit customers in DACH, Benelux, Nordics, UK/IE region
• Onboarding of SMB & Enterprise customers
• Performance Management of four Vendor Customer Service Teams
• Reporting and data analysis of CSAT surveys, customer feedback, product satisfaction, retention & feature suggestions
• Best practices process creation and implementation, help site and FAQ documentation creation and translation
• Subject Matter Expert - troubleshooting and problem solving of App, device & website issues and escalated cases
• Sales Support at trade fairs (IFA,CES,FIBO)
• Global cross-functional teamwork with Marketing, Sales, Product, Localization & Engineering Teams
• Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
• Project management of EMEA 'Voice Of the Customer' program, CS Workflow improvements, creation of new EMEA-CS Teams and Fitbit's Customer Outreach program
• Part of cross-functional and global project, successful creation & implementation of Fitbit's Nordic & Benelux CS Team
• Managed all project stages including IT infrastructure implementation, hiring, product & process training, quality, localizations, forecasting, SL/CSAT reporting and workflow improvements
• Achieved on target 80% Voice & Email SL and 85% CSAT after 60 days post production launch

• VIP, Influencer & Community Services
• Executive escalations & Remediation Management
• Close collaboration with DACH Marketing & Sales Teams - growing DACH's guest & host community
• Reporting & analytics of CSAT surveys, feedback, retention & engagement trends
• Process creation & improvements, IKB documentation creation and administration
• Airbnb's Surprise & Delight Team
• Part of DACH brand activation campaign 'Airbnb's Weltentdecker Tour' (brand activation in 10 German cities), DACH's Customer Experience Youtube project - 'How to use Airbnb' and the global cross functional project 'Belong Anywhere'

• Supporting Airbnb customers in German and English
• Promoted to T3 - higher support for escalated cases & critical incidents
• Troubleshooting & reporting of internal system, App & website issues
• Management of all booking changes and cancellations, providing travel information and acting as a mediator in host-guest conflict situations
• Engaging with Airbnb customers in the community forums
• Training & Mentoring of new Team members

• Corporate guest & VIP Relationship Management
• Reservations Management
• Customer Engagement - improvement of Corporate guest return rate
• Social Media Support & Digital Marketing management
• Business Development - establishing new corporate client relationships & contract negotiations
• Reporting & analysis of Booking trends, NPS, Feedback & Digital Marketing campaign results
• Training, Mentoring & Coaching of 10 Team members
• Translations & internal Hotel Communications management

• Responsible for identifying, contracting and activating new global budget properties
• KAM for large group chains in Germany, Austria, Switzerland and Croatia
• Client onboarding - engaging clients by explaining tool features, reporting tools and personalised features
• Meeting and exceeding sign-up, retention & revenue targets, upselling of promoted property subscriptions
• Noticing dis-engagement trends by analysing daily bed allocation % and proactively contacting properties
• Troubleshooting of website & internal system bugs
• Close collaboration with Product, Engineering & Marketing Teams
• Representing Hostelworld at Trade fairs, Exhibitions & Conferences