I am a motivated journalist working in customer service. I also have experience in the administrative and sales areas supporting the commercial and logistic team focused on solving the final customer problems. I have a passion for customer engagement that complements my experience working in multitask environments with sensitive information and high-quality standards to achieve results. I consider myself an enthusiastic person capable of working under pressure. I provide exceptional customer service, sharing passionately the story and legacy of Guinness with knowledge and enthusiasm. I guide visitors through the various areas of the Guinness Storehouse, offering interactive and dynamic tours. I facilitate tastings and sensory experiences, ensuring visitors fully understand and enjoy Guinness products. I collaborate with the team to manage special events and activities, ensuring smooth execution and gathering visitor feedback to enhance the customer experience.

Rocio Braceros

I am a motivated journalist working in customer service. I also have experience in the administrative and sales areas supporting the commercial and logistic team focused on solving the final customer problems. I have a passion for customer engagement that complements my experience working in multitask environments with sensitive information and high-quality standards to achieve results. I consider myself an enthusiastic person capable of working under pressure. I provide exceptional customer service, sharing passionately the story and legacy of Guinness with knowledge and enthusiasm. I guide visitors through the various areas of the Guinness Storehouse, offering interactive and dynamic tours. I facilitate tastings and sensory experiences, ensuring visitors fully understand and enjoy Guinness products. I collaborate with the team to manage special events and activities, ensuring smooth execution and gathering visitor feedback to enhance the customer experience.

Available to hire

I am a motivated journalist working in customer service. I also have experience in the administrative and sales areas supporting the commercial and logistic team focused on solving the final customer problems. I have a passion for customer engagement that complements my experience working in multitask environments with sensitive information and high-quality standards to achieve results. I consider myself an enthusiastic person capable of working under pressure.

I provide exceptional customer service, sharing passionately the story and legacy of Guinness with knowledge and enthusiasm. I guide visitors through the various areas of the Guinness Storehouse, offering interactive and dynamic tours. I facilitate tastings and sensory experiences, ensuring visitors fully understand and enjoy Guinness products. I collaborate with the team to manage special events and activities, ensuring smooth execution and gathering visitor feedback to enhance the customer experience.

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Language

Spanish; Castilian
Fluent
English
Advanced

Work Experience

Guinness Experience Specialist
October 7, 2024 - Present
Appointment confirmed as Guinness Experience Specialist reporting to Padraig McLaughlin, Team Leader. Position effective from 2024-10-07 with a Level 6 grading. Salary is €32,250 per annum plus a flexible hours payment of €2,034.96 per annum. Other terms and conditions remain unchanged.
Retail Visual Merchandising Manager at Zara Ireland
December 1, 2020 - August 14, 2025
Leading and motivating a commercial team to ensure compliance with company standards. Managing the organization and arrangement of the shop floor for maximum efficiency and health safety. Overseeing delivery preparation and replenishment processes. Conducting sales analysis, maintaining product knowledge, and promoting the use of digital platforms. Collaborating with sales executives to promote increased sales and new businesses.
Specialist - Guinness Storehouse at Diageo Ireland
December 1, 2020 - Present
Providing exceptional customer service by sharing the story and legacy of Guinness. Guiding visitors through interactive and dynamic tours, facilitating tastings and sensory experiences. Managing special events and activities to ensure smooth execution and gathering visitor feedback for continuous improvement. Training new staff following standards and company procedures.
Community Manager at Grupo Cde Comunicacion
December 1, 2021 - August 14, 2025
Coordinated advertising schedules and materials, assisted clients with design and ad copy in a fast-paced environment to meet deadlines, and managed billing and credit follow-up. Maintained the selling floor to operational and visual standards during and after the day. Responsible for logistics content development, coverage events, and interviews of new employees. Created and published audiovisual content for social media and planned campaigns for contests and events.
Customer Service Representative at Islazul Shopping Centre, Madrid
March 1, 2018 - August 14, 2025
Received numerous customer service awards for critical quality accuracy, high turnovers, and increased customer renewals. Typed memos, correspondence, reports, and followed up with customers to ensure their questions were addressed and provided support. Organized customer information and account data for business planning and customer service purposes. Maintained quality control seeking new ways to improve customer service.

Education

Bachelor Degree in Journalism at Universidad Complutense, Madrid
January 1, 2017 - January 1, 2019
Master Degree in Digital Journalism and New Professional Profiles at Universidad Rey Juan Carlos, Madrid
January 1, 2019 - January 1, 2020

Qualifications

Add your qualifications or awards here.

Industry Experience

Travel & Hospitality, Consumer Goods, Retail, Media & Entertainment, Professional Services, Transportation & Logistics