Experience

Bedfinder

• United States
• Travel Arrangements
• 1 - 100 Employee

• • Jul 2017 - Present

  Setting up and heading the subsidiary of a Swiss well-established travel operator in Budapest, responsible for Customer Care, directing the departments in multiple service languages. Played a role in negotiations, staff planning, overseeing successful change projects. Created a customer-focused culture and processes which achieved business goals and objectives with regards to Customer Service whilst maintaining employee satisfaction and development. Worked effectively with all peers and stakeholders, commercial, finance and operations to negotiate and influence user experience improvements.• Management: strategic planning of business activities, negotiation and contracting with companies in the customer support environment; developing and monitoring processes of customer support and operations• Planning: plan and implement expansions, forecasting of resources, develop realistic budgets, ensure the maintainment of service levels and quality targets• Project management: act as a project manager when new markets/teams are set up or new technology integration is implemented • Negotiation: preparation for commercial negotiations, renegotiation of existing partner contracts, negotiation of new partner contracts• Staff development: define needs for staff recruitment, ensure employee satisfaction is high and attrition is low, set up employee motivation programmes Results:• Transferred customer support and business activites from Shared Service Centre to an in-house owned company which contributed to reduce operational costs by 27%. • Developed other key business areas apart from customer support like e-commerce, financial controlling and business support. • Developed strategies with B2B partners in parallel with B2C services. • Developed and implemented innovative strategies for fraud prevetion, minimising losses.• Optimised customer support workflow and back end processes. Show less

• • Jul 2017 - Present



Transcom

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• • Sep 2008 - Jul 2017

  Responsible for the management of ongoing customer service operations. Directly responsible for several startups, ramp-ups and end-to-end optimization processes in both front and back office operations in multilingual services.• Develop and implement a total reward framework of 280 FTEs: compensation, benefits and loyalty incentives including gamification and employer branding.• Startup of 70 FTEs (German market) in B2C back office functions for a major telecom company.• Startup of 85 FTEs in B2C front and back office functions including completion of sales and post-sales in Amadues, Galileo & Sabre systems, with an additional ramp-up of 25 FTEs (Iberia region) for a major online travel agency listed on the SIX Swiss Exchange.• Ramp-up of 7 FTEs (Nordic markets) and process optimization for a project of 25 FTEs serving nine major European markets in B2C & B2B for one of the leading manufacturers and distributors of domestic appliances listed on the Milan stock exchange. Show less

• • Jan 2008 - Aug 2008

  • Responsible for achieving employee, client, and shareholder satisfaction through effective people leadership.• Creating an environment conducive to success by promoting and recognizing initiatives.• Promoting teamwork and cooperation amongst team members and colleagues.• Keeping motivation high by adapting the leadership style to individual needs and ensuring high employee satisfaction and attendance.• Full responsibility and the required action on disciplinary procedures• Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund• Understand and meet production targets for different clients/projects• Review and evaluate performance reports• Set SMART goals that will be achieved• Set individual targets for each team member and skill level and follow up on production targets for the team, CSR, and skill level.• Deliver quality expectations for the different clients and projects.• Set quality goals for the team, CSR, and skill level to meet and exceed Client and Transcom expectations• Monitoring CSR's ensuring that each CSR receives feedback as well as a balanced quality evaluation. Show less



World Triathlon

• Switzerland
• Spectator Sports
• 1 - 100 Employee

• Researcher

  • Aug 2007 - Aug 2008

  - Data research and edition of data for website publication - Collecting historical international competition results - Data research and edition of data for website publication - Collecting historical international competition results



Malta Triathlon Association

• Malta

• Sport director - Youths

  • Oct 2002 - Mar 2006



Bel Esprit

• Malta

• Certified Massage Therapist

  • 2003 - 2006