Head of Global Support Operations

• Jan 2022 - Mar 2023

As the leader of Grabyo's Technical Support function, I am accountable for its overall performance and ensuring high levels of customer satisfaction for our global customer support operations. I am responsible for the EMEA, APAC, and Americas Technical Support team, and I aim to deliver world-class customer support and exceptional experiences. I develop and implement processes to enhance the customer support function as the company scales, and I drive continuous improvement in Grabyo's customer… Show more As the leader of Grabyo's Technical Support function, I am accountable for its overall performance and ensuring high levels of customer satisfaction for our global customer support operations. I am responsible for the EMEA, APAC, and Americas Technical Support team, and I aim to deliver world-class customer support and exceptional experiences. I develop and implement processes to enhance the customer support function as the company scales, and I drive continuous improvement in Grabyo's customer support operations. Manage the day-to-day operations of the Technical Support Team, providing coaching and development for Support Reps to ensure they deliver high-quality service to customers. Own the implementation and operation of our support tools, including maintaining SLAs and ensuring the team meets their target service levels. Develop and implement processes that enhance the customer support function, such as implementing new tools, automating workflows, and optimizing customer communication channels. Continuously review and refine processes and workflows to drive operational efficiency and improve the overall customer support experience. Keep up-to-date with emerging trends and best practices in customer support and make recommendations for improving Grabyo's operations accordingly.

Head of Technical Support

• Jan 2021 - Feb 2022

Technical Support Consultant

• Jul 2020 - Dec 2020

Digital Broadcast Manager

• Apr 2017 - Dec 2020

Responsible for overseeing the Broadcast Operations Department and being responsible for all Broadcasting content from source of origination to the playback on web-based and "device app-based players". Operations and management of the IPTV/OTT services to ensure the quality of service delivery to customers. In addition, I am responsible for a staff of up to 100 people who fulfil various jobs throughout the department including Live Video Editors, Editors Supervisors. Attend regular… Show more Responsible for overseeing the Broadcast Operations Department and being responsible for all Broadcasting content from source of origination to the playback on web-based and "device app-based players". Operations and management of the IPTV/OTT services to ensure the quality of service delivery to customers. In addition, I am responsible for a staff of up to 100 people who fulfil various jobs throughout the department including Live Video Editors, Editors Supervisors. Attend regular meetings with the Operations Management Team to review both operational and HR matters, providing input and recommendations toward the process of continual improvement. First line during recruitment process, working closely with HR team Mastering the CMS to ensure all content is up to date and aligned with business goals Logging and reporting outages Writing and updating documentation Conduct regular performance reviews (PDR) in line with HR defined process Show less Responsible for overseeing the Broadcast Operations Department and being responsible for all Broadcasting content from source of origination to the playback on web-based and "device app-based players". Operations and management of the IPTV/OTT services to ensure the quality of service delivery to customers. In addition, I am responsible for a staff of up to 100 people who fulfil various jobs throughout the department including Live Video Editors, Editors Supervisors. Attend regular… Show more Responsible for overseeing the Broadcast Operations Department and being responsible for all Broadcasting content from source of origination to the playback on web-based and "device app-based players". Operations and management of the IPTV/OTT services to ensure the quality of service delivery to customers. In addition, I am responsible for a staff of up to 100 people who fulfil various jobs throughout the department including Live Video Editors, Editors Supervisors. Attend regular meetings with the Operations Management Team to review both operational and HR matters, providing input and recommendations toward the process of continual improvement. First line during recruitment process, working closely with HR team Mastering the CMS to ensure all content is up to date and aligned with business goals Logging and reporting outages Writing and updating documentation Conduct regular performance reviews (PDR) in line with HR defined process Show less

Digital Broadcast Manager

• Apr 2017 - Jan 2019

MCR/Playout Supervisor

• Sep 2015 - May 2017

MCR/Playout Senior Operator

• May 2015 - Sep 2015

MCR/Playout Operator

• Aug 2012 - May 2015

Playout Operator

• Dec 2011 - Aug 2012

Transmission operator

• Dec 2008 - Dec 2011

Junior Transmission Operator

• Sep 2006 - Nov 2008

Transmission Controller for Broadcasting Department at SkyNews24 feed Controller; Camera Operator and Video Editor for SKY TG24 Transmission Controller for Broadcasting Department at SkyNews24 feed Controller; Camera Operator and Video Editor for SKY TG24

Video Editor and Camera Operator

• Sep 2004 - Sep 2006

Freelance for the following company: Italian Navy (Responsible for A/V shooting during sail race TAN Cup in Livorno) Sky Rai Mediaset T9 / TeleRoma 56 La7 Freelance for the following company: Italian Navy (Responsible for A/V shooting during sail race TAN Cup in Livorno) Sky Rai Mediaset T9 / TeleRoma 56 La7