Experience

CSC Digital

• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service Team Leader

  • Jun 2009 - Present

  Started as a Telephone Operator & a Case Manager for xFCA brands from June 2009 which was to investigate and manage client claims/RFI’s for the UK market utilizing software/tools while liaising with the retailer network to ensure thorough and effective solutions within the parameters set forth by processes and procedures were met. Communication of solutions & remedies to all customers enquiries/complaints. From November 2014 to date I progressed to my current role as a Team Leader for the UK, International Regions & Nordic countries for xFCA Brands. Skills and duties include. • Communication: To communicate RFI/Claim results to the team and team members. • Results: Obtaining/maintaining results set via yearly KPI targets NSAT scores plus PMA. • Problem Solving: To achieve targets and to resolve customer claims/RFI queries. • Delegation: To delegate daily work, activities, start ups & projects. • Personal assessments / evaluations: Completion of yearly assessments. • Conflict Resolution: Team and customer claim management. • Team Organization: Planning of shift. Implementation of new activities & projects. • Motivation: Team motivation skills on a high stress & demanding environment. • Coaching & Mentoring staff with additional training and support. • Creation & presentation of metrics, roadblocks & process via biweekly market calls. • Working as an SME (Subject Matter Expert) & Consultant to help with market transition to new external Suppliers. To assist with the convergence of process’s & methodologies for FCA & PSA to centralise & Stellantify customer care flows/procedures for all Brands. Show less



BRAVOSOLUTION S.P.A.

• Italy
• Retail

• Help Desk Specialist

  • Jul 2008 - Jun 2009

  To handle inbound telephone calls from UK Suppliers and UK Buyers using etendering / eCommerce Websites designed and managed by Bravosolution. We assisted and trained potential Suppliers using the procurement Websites to place their tender/bid to try and secure UK Government Contracts. To handle inbound telephone calls from UK Suppliers and UK Buyers using etendering / eCommerce Websites designed and managed by Bravosolution. We assisted and trained potential Suppliers using the procurement Websites to place their tender/bid to try and secure UK Government Contracts.



inlingua Milano

• Italy
• Professional Training and Coaching
• 1 - 100 Employee

• English Language Teacher

  • Oct 2004 - Jul 2008

  My role here was teaching English as a foreign language to Companies or to private students. All aspects of the English language were covered from spoken to written. My role here was teaching English as a foreign language to Companies or to private students. All aspects of the English language were covered from spoken to written.



IBERIAN INTERNATIONAL

• Medical Equipment Manufacturing

• Customer Service Specialist

  • Jul 2002 - Dec 2003

  The main aspect of my role was to liaise with clients who had purchased a property in Spain and their constructors. All enquiries were handled by the Client Service Centre, and after liaising with other departments within the organisation the client would be contacted with a relevant response. The main aspect of my role was to liaise with clients who had purchased a property in Spain and their constructors. All enquiries were handled by the Client Service Centre, and after liaising with other departments within the organisation the client would be contacted with a relevant response.



Hertz

• United States
• Travel Arrangements
• 700 & Above Employee

• Business Analyst

  • Mar 1998 - Jul 2002

  I have fulfilled several different roles within the MIS (Management Information Systems) department: IBM Systems Support – I was responsible for the smooth operation of Hertz’ European IBM systems. This involved problem. resolution, user support and constant liaison with Hertz programmers in the United States. Technical Support Helpdesk – Here I was responsible for supporting Hertz system users throughout Europe in relation to LAN/WAN networks, servers, clients and telecommunications issues. Once a problem was logged with the Helpdesk, I would then determine the level of technical knowledge required to resolve the issue, and allocate it appropriately, if the problem could not be resolved by myself whilst on the call. TAS Business Analyst – TAS is the global Hertz in-branch car rental system and this role was primarily concerned with supporting users throughout Europe. This involved problem resolution and research. All above roles I have had to display a high degree of autonomy and dedication Show less