Hema Pentakota

Digitally Hema

I help busy founders and CEOs grow their businesses with my Social Media Marketing services. 
My principal services include:
- Social Media Strategy & Content Creation
- Creating a Content Calendar
- Content Repurposing

Freelance Social Media Manager

My blog 'Own Your Authentic Life' aims to motivate women with inspiring articles to lead the life they wish, more precisely to help restart their career or start a new business.

Web Content Writer

BNP Paribas Corporate & Institutional Banking

Within the entity of Correspondent Banking (CBK):

• Design the products in close collaboration with CIB - CBK Sales & Network teams
• Express the business needs
• Validate the functional specifications delivered by the IT teams
• Follow-up projects with IT teams until deployment
• Be the main interface point between CIB CBK team and Back office IT teams (SWIFT and SEPA payment incidents)
• Monitor the implementation of the digital offer (new products and services) to customers
• Global Governance:
o Organize and monitor actions of the regional committee and the Strategic Board
o Audit of CBK accounts at international level for the audit done by General Inspection
o Be a SPOC for different CBK sites to have their exhaustive list of accounts
• Working languages: French & English

Product Manager - Correspondent Banking

Euroclear

Within the team "Delivery Excellence" in France in the Division, Application Development & Maintenance (ADM):
- Organization of the monthly meetings of Department (ESES)
- Analysis of the performance of the Department, including financials and KPIs
- Quality Assurance of projects
- Support project managers with project planning tools (MS Project, Oracle BI, MS Excel) 
- Follow-up and support of resources (200 people) for their time-tracking (Oracle Time & Labor)
- Close collaboration with PSO Roadmap team (Brussels) for the provision and maintenance of tools
- Communication of monthly deadlines of planning exercise and budget review
- Planning transversal activities (Change requests, On-Boarding and Production Support)
- Working languages: French & documentation in English

Project Management Officer

BNP Paribas

In the context of a global program, “Cross Production Projects” of BNP Paribas Group (France, Belgium and Italy)
o	Normalization and standardization of IT productions of the Group
•	Establishment of operational governance and finance for the program
•	Identification and analysis of opportunities and projects
•	Follow up of portfolio of convergent projects
•	Coordination of steering committees (monthly)
•	Definition and implementation of KPIs and budget
•	Design of SharePoint to facilitate sharing of documents among the stakeholders 
•	Communication and documentation in English and French

Assistant Project Management Officer

HSBC

• Respond to the queries of clients about the products and services offered by the bank
• Interpretation of complex numerical data, negotiation with potential buyers to sell products

Customer Service Executive in Card Services

Australian Unified Pathway Program (AUPP) centre

Taught Computer Science courses (Introduction to IT, Basics of DBMS) to students pursuing Bachelor of Information Technology (BIT) program

Teaching Assistant

I help B2B founders build their brands on LinkedIn 🔹Freelance Social Media Manager

Are you a founder struggling to keep up with your LinkedIn?

➡️ I can help you be consistent, build an engaged community & generate leads through my social media strategy, content creation and marketing services.

My services include:

⭐️ SOCIAL MEDIA MARKETING

• Create a Content Strategy
• Make a Content Calendar
• Brainstorm content ideas, write captions & design graphics
• Research the right Hashtags
• Repurpose your existing content
• Schedule your posts
• Authentic engagement

👩‍💼 My Story:

After having worked for a few years in the financial sector in the field of IT Project & Product Management in France, I changed careers to become a Freelance Social Media Manager.

Being very fond of women's empowerment, I started a blog in 2020 to inspire women to restart their careers. I absolutely loved the process of creating content alongside creating a like-minded community on my social media.

I decided to take this passion of mine a step further and help passionate founders like you.

⚡️ Want to level up your LinkedIn presence?

Send me a DM and we can schedule a time convenient for you to talk.

LinkedIn Manager

I help busy coaches and small business owners grow their businesses with my LinkedIn Marketing services. 
My principal services include:
- LinkedIn Strategy & Content Creation
- Content Calendar
- Content Repurposing

Craig Davis

Hampton Inn Manhattan/Times Square North

•	Facilitated exceptional customer experiences through utilizing data within the hotel data 
        management system, resulting in $5K of extra daily revenue.

•	Boosted customer testimonials by handling customer inquiries during the nomination which 
        resulted in winning the 2019 Certificate of Excellence award from TripAdvisor for the hotel.

•	Upsell ~$900k on an annual basis for upgrades in service packages and room upgrades 
        consistently by educating customers on incentives and rewards.

Senior Customer Service Representative

New York Hilton Midtown

• Responded to 100+ daily phone inquiries regarding hotel services to ensure customer care.

• Coordinated with hotel teams in security, front office, and housekeeping to provide exceptional service.

• Helped the supervisor locate a repairman to repair phone systems for hotel rooms. 

• Received praise (and Godiva Chocolates) from the General Manager for restoring phone service 
to the entire hotel.

Hudson New York Hotel 

•	Responded to 60+ daily phone inquiries to troubleshoot and manage customer requests to improve the customer experience.

•	Fulfilled and executed over 80% of daily guest requests and followed up to confirm arrival to 
        meetings.

•	Worked with hotel department teams to focus on the customer experience which led to an improvement of phone calls by 15% which also translated to an additional $144k in revenue a month.

Senior Customer Service Specialist

Renaissance Hotels

•	Responded to 70+ daily phone inquiries and followed up with hotel guests to ensure client satisfaction.

•	Worked with the Hotel Director and created a TV channel guide to help improve customer and staff experience.

•	Provided daily reports to management about front-office requirements to maintain hotel operations.

Customer Service Representative

Resorts World Casino New York City

•	Identified issues in marketing materials that saved the company $100k and helped avert 
        defamation and brand scrutiny.

•	Winner of the first-ever Employee of the Month (EOM) award in the call center (by Manager) for
        Outstanding Customer Service due to high scoring client satisfaction out of 1,000+ employees.

•	Three-time recipient of the Most Valuable Service Provider award for perfect scores through 
        mystery shoppers.

•       Advised clients and customers on safety precautions and survival steps during Hurricane Sandy in 2012 by managing the customer service phone lines averaging ~700 calls during a catastrophic event.

Customer Service Specialist

An award-winning Senior Customer Service Representative with 12+ years of experience. Helping hospitality companies create amazing customer experiences that drive 7-figures in annual growth.

I help content creators on LinkedIn by leaving value-driven comments.

My first job was working as a Janitor at the Greater Allen Cathedral of New York in June 2006. I enjoyed learning how to serve people, do a job, and learn about its mission.

I volunteer to serve Thanksgiving food, Christmas Gifts and attend church conferences.

Those experiences translated to my first full-time job, working at a casino in October 2011.

Out of over 1,000+ employees with no phone experience, I became the first-ever Employee of the Month in the Call Center for Outstanding Customer Service.

My former manager wrote in 2015:

"His dedication to excellence and delivering above and beyond what is required makes him a solid addition to any organization." - Elba Batista, Former Customer Relations Manager at Resorts World Casino New York City.

Working in hospitality taught me how to be patient, empathetic, and caring.

My goal is to become a Customer Success Associate at a hospitality tech startup in New York, NY. Here are three reasons why:

1) To start, I want to make a career change that I will be happy with for a long time.

2) Throughout my career, I’ve become an expert at uncovering people’s desired outcomes to help create amazing customer experiences.

3) You get my skills and relevant customer experience to bring a hospitality tech startup in New York, NY.

Why a hospitality startup? To bring insights from working in hotels.

I create content on LinkedIn that focuses on personal branding, adding value, and sharing webinar takeaways. I like to visit Farmer's Markets in New York.

To see webinar takeaways from May 27th, 2020 to now, click "See all" on the featured tab.

To follow my content, follow my hashtag: #CraigNotes

If you are open to how we can work and help each other, please send an InMail or LinkedIn Message.

Specialties: Customer Experience | Hospitality Expert | Account Management | Communication | Relationship Management | Data Analysis | Project Management | Customer Engagement | Relationship Building | Market Research | Customer Retention | Salesforce.com | Customer Support | Troubleshooting | Data Entry | Technical Support

Technical Skills / Systems: | Trello | OS365 / Microsoft Office - Word, Excel, Sharepoint, Powerpoint | Google Suite - Docs, Sheets, Slides | SQL | Slack | Hubspot | OnQ | Meridian | HotSoS | MARSHA | Guestware | Canva | Zoom

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Hema Pentakota

Craig Davis

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