Experience

Hostelworld Group

• Ireland
• Travel Arrangements
• 200 - 300 Employee

• Customer Service Executive

  • May 2022 - Present



Casa na Itália

• Campobasso, Molise, Italia

• Customer Service Lead

  • Nov 2020 - Apr 2022

  Being the first client's contact (telephone, email, and web meetings), for Sales and Customer Services and I also, manage Operations Processes enabling the service team to be customer-centric and provide an amazing experience. Within one year the company has increased by 30%+ prospect contacts and has grown its clients database by 50% with proven overall customer satisfaction. This growth has been supported by an optimized Customer Experience Action Standard, responsible for decreasing… Show more Being the first client's contact (telephone, email, and web meetings), for Sales and Customer Services and I also, manage Operations Processes enabling the service team to be customer-centric and provide an amazing experience. Within one year the company has increased by 30%+ prospect contacts and has grown its clients database by 50% with proven overall customer satisfaction. This growth has been supported by an optimized Customer Experience Action Standard, responsible for decreasing first contact waiting time up to 48h and was adopted as a continuous database improvement method and one of the main KPIs followed up through an overall satisfaction tracking study. Planning, prioritising and delegating work tasks to ensure excellence in cross-functioning strategies. Review customer complaints and track complaint resolutions, handle complex and escalated customer service issues to identify and implement strategies to improve quality of service, productivity, and profitability. Proposed and implemented new service offers to turn each prospect contact an opportunity to sell our knowledge. This has increased each client service package by 370€, or 15%. Develop and implement customer service policies/procedures communicating customer service standards to the CS team. Responsible for social media content and customer interaction, where the Facebook page has over 4200 followers and Instagram has over 760 followers. Show less Being the first client's contact (telephone, email, and web meetings), for Sales and Customer Services and I also, manage Operations Processes enabling the service team to be customer-centric and provide an amazing experience. Within one year the company has increased by 30%+ prospect contacts and has grown its clients database by 50% with proven overall customer satisfaction. This growth has been supported by an optimized Customer Experience Action Standard, responsible for decreasing… Show more Being the first client's contact (telephone, email, and web meetings), for Sales and Customer Services and I also, manage Operations Processes enabling the service team to be customer-centric and provide an amazing experience. Within one year the company has increased by 30%+ prospect contacts and has grown its clients database by 50% with proven overall customer satisfaction. This growth has been supported by an optimized Customer Experience Action Standard, responsible for decreasing first contact waiting time up to 48h and was adopted as a continuous database improvement method and one of the main KPIs followed up through an overall satisfaction tracking study. Planning, prioritising and delegating work tasks to ensure excellence in cross-functioning strategies. Review customer complaints and track complaint resolutions, handle complex and escalated customer service issues to identify and implement strategies to improve quality of service, productivity, and profitability. Proposed and implemented new service offers to turn each prospect contact an opportunity to sell our knowledge. This has increased each client service package by 370€, or 15%. Develop and implement customer service policies/procedures communicating customer service standards to the CS team. Responsible for social media content and customer interaction, where the Facebook page has over 4200 followers and Instagram has over 760 followers. Show less



O'Callaghan Collection

• Ireland
• Hospitality
• 100 - 200 Employee

• Front Office Assistant

  • May 2019 - Apr 2020

  Liaised with reception manager, regularly updating room status to improve turnaround time while greeting and welcoming guest, delivering a high level of services to each customer, track recording and solving problems, to guarantee smooth and effective customer attendance. Guest Group check-in - greeting and proceeding checking of 10 to 40 guest groups at one time guaranteeing a quick and high standard welcoming experience. Responsible for night audit and overnight duties of 103… Show more Liaised with reception manager, regularly updating room status to improve turnaround time while greeting and welcoming guest, delivering a high level of services to each customer, track recording and solving problems, to guarantee smooth and effective customer attendance. Guest Group check-in - greeting and proceeding checking of 10 to 40 guest groups at one time guaranteeing a quick and high standard welcoming experience. Responsible for night audit and overnight duties of 103 Staying rooms + 4 Event rooms (reservations queries, account charges, VIP guest requirements and security - fire walks) ensuring a smooth and efficient operation. Handled daily office operations, maintaining smooth-running front-of-house services. Supervision of night porter staff due to guarantee cleaning, organisation, and excellence in guest service. Food and Beverage Assistance - Supporting with greeting and guests' reception at corporate Events, breakfast and at the hotel restaurant. Show less Liaised with reception manager, regularly updating room status to improve turnaround time while greeting and welcoming guest, delivering a high level of services to each customer, track recording and solving problems, to guarantee smooth and effective customer attendance. Guest Group check-in - greeting and proceeding checking of 10 to 40 guest groups at one time guaranteeing a quick and high standard welcoming experience. Responsible for night audit and overnight duties of 103… Show more Liaised with reception manager, regularly updating room status to improve turnaround time while greeting and welcoming guest, delivering a high level of services to each customer, track recording and solving problems, to guarantee smooth and effective customer attendance. Guest Group check-in - greeting and proceeding checking of 10 to 40 guest groups at one time guaranteeing a quick and high standard welcoming experience. Responsible for night audit and overnight duties of 103 Staying rooms + 4 Event rooms (reservations queries, account charges, VIP guest requirements and security - fire walks) ensuring a smooth and efficient operation. Handled daily office operations, maintaining smooth-running front-of-house services. Supervision of night porter staff due to guarantee cleaning, organisation, and excellence in guest service. Food and Beverage Assistance - Supporting with greeting and guests' reception at corporate Events, breakfast and at the hotel restaurant. Show less



Violett Boutique

• Brazil

• Customer and Retail Manager

  • Nov 2017 - Apr 2019

  Responsible for in-store sales & online customer support, prospecting new clients to the factory maximizing sales and profit. Keeping on high-quality customers experience during shopping with cordial and assertive customers help and tracking satisfaction level by conducting market research surveys. Delivered exemplary standards of inbound and outbound customer service, store presentation, stock control & administration compliance. Responsible for controlling business & data… Show more Responsible for in-store sales & online customer support, prospecting new clients to the factory maximizing sales and profit. Keeping on high-quality customers experience during shopping with cordial and assertive customers help and tracking satisfaction level by conducting market research surveys. Delivered exemplary standards of inbound and outbound customer service, store presentation, stock control & administration compliance. Responsible for controlling business & data analytics, supporting Sales Action Calls. - Achievements: The shop has grown over 50% of the plus-size customers base, increasing monthly sales by over 15% and shop awareness by over 10% monthly and individual selling tickets by 5%. Planed and activated social media strategies - Instagram, video selling production, customer experience testimonials. - Achievements: Higher reach of new arrivals collections campaign, increased shop awareness and a day-after purchase reservation of 3K reais (R$) Visual Merchandising - Develop a pleasant and selling oriented appearance of the shop internally and externally, offering attractiveness in line with brand standards and products. Managed and motivated a team of employees, communicating key sales results drivers to relevant personnel, to develop business growth programs. Built a book of clients focusing on upselling and maintaining existing clients as well as dealing directly with sales processes with VIP clients and key prospects to foster relationships and awareness with the customer base. Achievements: Increased purchase repeat by 35% of the company’s sales in 1 year. Show less Responsible for in-store sales & online customer support, prospecting new clients to the factory maximizing sales and profit. Keeping on high-quality customers experience during shopping with cordial and assertive customers help and tracking satisfaction level by conducting market research surveys. Delivered exemplary standards of inbound and outbound customer service, store presentation, stock control & administration compliance. Responsible for controlling business & data… Show more Responsible for in-store sales & online customer support, prospecting new clients to the factory maximizing sales and profit. Keeping on high-quality customers experience during shopping with cordial and assertive customers help and tracking satisfaction level by conducting market research surveys. Delivered exemplary standards of inbound and outbound customer service, store presentation, stock control & administration compliance. Responsible for controlling business & data analytics, supporting Sales Action Calls. - Achievements: The shop has grown over 50% of the plus-size customers base, increasing monthly sales by over 15% and shop awareness by over 10% monthly and individual selling tickets by 5%. Planed and activated social media strategies - Instagram, video selling production, customer experience testimonials. - Achievements: Higher reach of new arrivals collections campaign, increased shop awareness and a day-after purchase reservation of 3K reais (R$) Visual Merchandising - Develop a pleasant and selling oriented appearance of the shop internally and externally, offering attractiveness in line with brand standards and products. Managed and motivated a team of employees, communicating key sales results drivers to relevant personnel, to develop business growth programs. Built a book of clients focusing on upselling and maintaining existing clients as well as dealing directly with sales processes with VIP clients and key prospects to foster relationships and awareness with the customer base. Achievements: Increased purchase repeat by 35% of the company’s sales in 1 year. Show less



Ipsos

• France
• Market Research
• 700 & Above Employee

• Project Manager

  • Aug 2016 - Dec 2017

  Responsible for local support and POC for Global Corporate Strategies related to quality assurance and operational excellence. Coordinated internal audits schedule to guarantee Operation KPIs’ achievement. -The main result was achieved after 18 months with the Operations team’s certification at ISO 20252. Project Management - Managed P&L projects - Responsible for the rollout of international projects to the local team and key contact for international studies implemented in… Show more Responsible for local support and POC for Global Corporate Strategies related to quality assurance and operational excellence. Coordinated internal audits schedule to guarantee Operation KPIs’ achievement. -The main result was achieved after 18 months with the Operations team’s certification at ISO 20252. Project Management - Managed P&L projects - Responsible for the rollout of international projects to the local team and key contact for international studies implemented in Brazil by Latam, US, Asia and Europe offices. - Implementing new procedures, quality KPI’s and service innovations Latam and Global Projects coordination: briefing, the rollout for internal teams, communication with local client-facing and external project management leaders up to data delivery. Team leader responsible for training and empowerment of 5 project managers.

• Operations Project Manager

  • Mar 2013 - Sep 2016

  I have ridden into a specialist in business optimization in the market research endeavour by managing 2 post data collection departments, data validation, quality backcheck and coding. After 1 year I was assigned to manage the entire Post Data Collection department with 5 different teams including (quality assurance, data entry) leading and training a team of 5 coordinators 7 supervisors and 68 people in total. I also led a project of processes Optimization by merging both, CATI and… Show more I have ridden into a specialist in business optimization in the market research endeavour by managing 2 post data collection departments, data validation, quality backcheck and coding. After 1 year I was assigned to manage the entire Post Data Collection department with 5 different teams including (quality assurance, data entry) leading and training a team of 5 coordinators 7 supervisors and 68 people in total. I also led a project of processes Optimization by merging both, CATI and F2F Coding departments. Main achievements were with the integration were: payroll budget reduction by 45%, overall productivity increasing (jobs delivered quicker) due to processes automation and more effectiveness in quality control. Setting and undertaking a new Monitoring department for quality assessment. This achievement was a top 5 finalist in an annual Company Global Awards. Coordinated in loco, an entire fieldwork Product Test study overseeing clients’ quality protocols being responsible for training a team with 120 interviewers in 4 countries (Costa Rica, Mexico, Uruguay and Chile). As a result, this study for regional accounts turned into a Global account. My individual achievement was within 2 years I became a key contact for the rollout of Global Quality Control issues and interface with Global and Regional project management teams.



Demanda Pesquisa

• Brazil
• Market Research
• 1 - 100 Employee

• Account Manager

  • May 2012 - Feb 2013

  Oversaw all international sales in 3 different markets by researching and customising service proposals for clients, maximizing profit opportunities by effectively managing time and resources to meet sales objectives. Developed and delivered engaging and polished presentations to highlight insights and draw clear action standards. Management of international market research projects: Interface with customers and suppliers locally and globally. Planning, assembly and… Show more Oversaw all international sales in 3 different markets by researching and customising service proposals for clients, maximizing profit opportunities by effectively managing time and resources to meet sales objectives. Developed and delivered engaging and polished presentations to highlight insights and draw clear action standards. Management of international market research projects: Interface with customers and suppliers locally and globally. Planning, assembly and coordination of Events, Market research clinics. Project Quality Control - debrief sessions, rollout for internal teams, communication with operational departments. - lead briefing meeting with the client, price negotiation, coordination of the P&L study and team management. Show less Oversaw all international sales in 3 different markets by researching and customising service proposals for clients, maximizing profit opportunities by effectively managing time and resources to meet sales objectives. Developed and delivered engaging and polished presentations to highlight insights and draw clear action standards. Management of international market research projects: Interface with customers and suppliers locally and globally. Planning, assembly and… Show more Oversaw all international sales in 3 different markets by researching and customising service proposals for clients, maximizing profit opportunities by effectively managing time and resources to meet sales objectives. Developed and delivered engaging and polished presentations to highlight insights and draw clear action standards. Management of international market research projects: Interface with customers and suppliers locally and globally. Planning, assembly and coordination of Events, Market research clinics. Project Quality Control - debrief sessions, rollout for internal teams, communication with operational departments. - lead briefing meeting with the client, price negotiation, coordination of the P&L study and team management. Show less



Insights by Kantar

• United Kingdom
• Market Research
• 700 & Above Employee

• Project Management and Quality Assurance Coordinator

  • Apr 2011 - May 2012

  Process Management: creating procedures and definition of metrics (KPIs), (PDCA) Responsible for implementation and control of the processes of quality management for achievement of ISO 20252 label in market research. Planning and coordination of internal audits routines and reports, processes development and improvement of KPIs to the quality assurance system – QAS, ensuring monthly process checks were done properly and at the correct frequency. Oversaw and trained on-site… Show more Process Management: creating procedures and definition of metrics (KPIs), (PDCA) Responsible for implementation and control of the processes of quality management for achievement of ISO 20252 label in market research. Planning and coordination of internal audits routines and reports, processes development and improvement of KPIs to the quality assurance system – QAS, ensuring monthly process checks were done properly and at the correct frequency. Oversaw and trained on-site product tests team as required by the project specifications, maintaining knowledge of regulatory requirements, including accrediting bodies, national and local requirements, as well as ISO's policies. Collaborated with Operations and Client Service teams to communicate and achieve desired quality standards and outputs guiding quality processes. Audited existing operational practices, proactively and implemented improvements to ensure compliance and growth.

• International Project Management

  • Feb 2010 - May 2011

  Responsible for leading, training and motivating a talented team of jr project managers. Achievements: consistently reaching results against KPIs, recognition of operations excellence by other international teams after implementing a cross-functional training and skills development program. Coordinated international market research projects: Interface with customers and suppliers locally and globally. Responsible for mediation of conflicts, team management and leading… Show more Responsible for leading, training and motivating a talented team of jr project managers. Achievements: consistently reaching results against KPIs, recognition of operations excellence by other international teams after implementing a cross-functional training and skills development program. Coordinated international market research projects: Interface with customers and suppliers locally and globally. Responsible for mediation of conflicts, team management and leading projects with different teams/areas and international client service. Developed analysis and prepared briefings, pricing guides, coordination of project`s P&L. Defined project scope, guidelines, milestones and task allocation to establish and maintain clear progress plans and delivered revenue targets. Negotiated costs and schedules with suppliers in order to increase the project`s gross margin. Improved operations processes by generating project status reports and identifying issues for corrective action.