Work history
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Team LeaderSykes Enterprise Eastern Europe
- Edinburgh, United KingdomFull Time
• Managed the day-to-day workload, motivation and performance levels of up to 35 team members in an international account (including Remote Team)
• Finalised weekly staff recruitment sessions.
• Responsible for sourcing candidates and screening CVs.
• Managed the full employee cycle; from onboarding to leave, including temporary leaves (maternity, paternity, sabbatical).
• Collaborated with HR representatives, Team Manager and Team Leaders during weekly absence management meetings.
• Managed discipline, absenteeism, holiday.
• Handled grievances and complaints.
• Set up weekly team meetings to communicate strategies and policy updates to advisors in line with Client and Management requirements
• Exceeded customer satisfaction targets and monitored customer experience through feedback forms.
• Recorded team statistics and performance levels producing weekly reports.
• Supported team members development through their continuous development plan.
• Reviewed, analysed and led staff performances through coaching, weekly PEP sessions, identified training needs and planned monthly training sessions.
• Implemented and enforced action plans and career development programmes to increase team performance.
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Quality Analyst - AdvisorSykes Enterprise Eastern Europe
- Edinburgh, United KingdomFull Time
• Responsible for the Technical Support Team quality requirements as contracted with the Client
• Monitored and identified performance opportunities of up to 160 advisors, devising new systems of work to improve efficiency.
• Supported trainees with specific coaching sessions (three weeks nesting period), delivered daily feedbacks, defined targets and provided reviews.
• Liaised with other Quality Analysts, Team Leaders, Training Managers and Account Managers to discuss company procedures, standards and goals, ensuring that the team operated towards all of them.
• Attended weekly meetings and calibrations with the client to develop brand policies and product knowledge.
• Strengthened service standards in accordance with client requirements through effective feedback and weekly personalised coaching plans.
• Attended “First Line Leader Training”, to develop managerial skills and seek career advancement within the Company.
• Developed and maintained a sound technical knowledge of products and services.
• Oracle Database to store consumers file cases and also to send information and arrange returns.
• Communicated efficiently at all levels, dealing with an average of 60 daily queries via e-mail and phone; managed customer enquires within given timescales (6 min. Average phone, 3min. Email).
• Provided friendly and knowledgeable information to users, advising on procedures to offer the best solution.
• Attended “Delivering Effective Feedback Training” in order to progress to Quality Analyst/Trainer role.
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Skills
- Admin Support
- Team Management
- Microsoft
- Excel
- Event Communications
- Report Writing
- Problem Solving
- Schedule Management
- Planning
- Social Media
Education
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Post-graduateUniversità degli studi Milano Bicocca
- Milan, Italy
Post Graduate Diploma in Sociology
Events Management and Promotion
Grade 2.1
Communication strategies, performing arts law and economy, technical English for show business.
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Master of ArtsUniversity of Salento
- Lecce, Italy
Master's Degree Conservation and Management of Cultural Heritage and Fine Arts
Grade 2.1 (History of art, drama and theatre, archaeological science).