Morena Mascia

Experience

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  Fnac

  Nov 2007 - Aug 2009

  Atención al cliente, información y administración de financiacíon
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  Tienda conexion

  Oct 2009 - Jun 2010

  Gerente de punto de venta
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  LaSantaInk tattoo

  Apr 2011 - Nov 2012

  Tattoo shop manager
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  Thebymovil

  Mar 2013 - Aug 2015

  Customer service
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  Freelance

  Jun 2014 - Jun 2016

  Web Designer and Developer

  • Conceptualize and design visually striking and responsive websites, ensuring a seamless user experience.• Develop and maintain client websites, incorporating HTML, CSS, JavaScript, and other relevant technologies/frameworks.• Collaborate with cross-functional teams to understand project requirements and deliver projects within deadlines.• Implement and customize Content Management Systems (CMS) such as WordPress/Prestashop/Shopify for client websites.• Conduct website testing, troubleshoot issues, and optimize site performance for improved user engagement. Show less

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  Cibernos (banco santander)

  Sept 2015 - Dec 2015

  Operador junior cpd

  - Monitor and maintain the operation of central processing units, servers, and related equipment.- Perform routine checks and inspections to ensure the proper functioning of hardware and software systems.- Troubleshoot and resolve technical issues, escalating complex problems to senior operators as needed.- Configure, and update software and applications on computer systems.- Maintain accurate records of system performance, issues, and resolutions

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  Eternal tattoo

  Dec 2015 - May 2016

  Tattoo shop manager
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  Canon

  Jul 2016 - Aug 2017

  Technical support

  Provide technical support TIER 1 and TIER2 in Italian, Spanish and English via phone or chat.

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  SELLBYTEL Group

  Oct 2017 - Jan 2020

  Trainer and Customer Service Representative

  - Designed and delivered comprehensive training programs for new and existing employees.- Conducted needs assessments to identify training gaps and developed targeted training modules.- Utilized various training methods, including workshops, on-the-job training, and e-learning.- Monitored and evaluated the effectiveness of training programs, making adjustments as needed.- Collaborated with management to identify areas for improvement and implemented corrective actions.

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  TELUS International Europe

  Jan 2020 - May 2022

  Content Moderator
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  TELUS International

  Jun 2022 - May 2024

  Quality Analyst

  Telus International, with 50,000+ global employees, leads in customer experience and digital solutions, driving satisfaction and business growth through innovative services for top brands.-Analyze data to identify trends, patterns, and root causes of quality issues.-Prepare and partecipate in calibration calls with the client. -Provide daily, weekly and monthly audit for the specific market.-Develop implementation or action plans to enhance the market processes.-Collaborate with cross-functional teams to develop and implement quality control procedures and standards.-Assist Quality Team Managers providing root cause analysis related to fluctuations in the scores and report real-time issues.-Conduct thorough quality assessments of services, identifying and addressing areas for improvement.-Prepare comprehensive reports outlining findings and recommendations for process improvements.-Conduct training sessions to educate team members on policy and standards. Show less