Sara Diaz Merino

Creative and self-motivated training specialist with extensive experience in employee training, people management and performance, customer service excellence and international human resources administration. Strong communicator trained in the design, delivery and evaluation of learning and development initiatives. An adaptable team player passionate about people´s development with a strategic mind for process improvement. 

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 

CUSTOMER CARE AND TRAINING SPECIALIST |MISTERPLAN S.L., CACERES | JAN 2021 – DEC 2021

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 

HUMAN RESOURCES ASSISTANT|RWC PARTNERS, LONDON | JUNE 2019 – JULY 2020

• 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

CORPORATE RECEPTIONIST |RWC PARTNERS, LONDON | DEC 2017 – MAY 2019

• 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

FRONT OF HOUSE SUPERVISOR| THE TRAFALGAR ST JAMES, LONDON | FEB 2016 – AUG 2017

• 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 

FRONT OF HOUSE RECEPTIONIST | THE TRAFALGAR HILTON, LONDON | MAR 2015 – JAN 2016

• Awarded “Employee of the Month” September 2015 

ASSISTANT MANAGER | COSTA COFFEE, LONDON | FEB 2012 – FEB 2015

• Promoted from Barista to Barista Maestro and, ultimately, Assistant Manager
• Conducted recruitment, orientation and training for new employees 

• CIPD Level 3 Diploma in Learning and Development ICS Learn, London 2021
• Front Office Academy Hilton Worldwide, London 2016
• “Shooting Stars” Leadership Programme Costa Coffee, London 2014
• Bachelor´s Degree in Tourism, Universidad de Extremadura, Spain 2007 - 2010