Paolo Mammoliti

Experience

• 

  Italian Rowing Federation

  Jul 2013 - Oct 2013

  Press Office Communicator (Internship)

  • Social Network communication projects to improve the Federation's visibility• Develop a Project related to the creation of the Digital Historical Archive of Italian Rowing Federation

• 

  VivaDublin

  Oct 2014 - Dec 2014

  Public Relation Expert (Internship)

  • Create contests, banners and logos using exclusive software interfaces for graphics• Elaboration of the official web graphics on Facebook, Twitter, and LinkedIn company's profile pages

• 

  Teleperformance

  Mar 2015 - Jun 2016

  • Advanced expertise in software troubleshooting and issue resolution for Apple iOS and OS devices• Handling consultations and escalations to and from Agreement Admin and Customer Relations • Qualified cooperation with Apple Engineering department when required • Technical Support and assistance on specific issues or inquiries about Apple branded iOS devices • Escalation to Senior Advisor Department when required ▪ Assisted customers via phone about questions and/or inquiries on iOS Apple branded products and services ▪ Case logged calls using internal databases ▪ Submitted escalations to senior technical advisors whenever the procedures required it

  • Apple Care Mac + Tier 2 - Senior Technical Support Advisor

    Mar 2016 - Jun 2016

  • Apple Care iOS Tier 2 - Senior Technical Support Advisor

    Jul 2015 - Feb 2016

  • Apple Care iOS Tier 1 - Technical Support Advisor

    Mar 2015 - Jul 2015
• 

  Conduent

  Sept 2016 - Oct 2017

  Google Universal Agent

  • Support OS software issues and perform technical troubleshooting on Android hardware• Help customers with payments, refund enquiries and assistance on apps from the Play Store

• 

  Pennon Group Plc

  Oct 2017 - Dec 2018

  Real Time Analyst

  • Support in the integration and implementation of new call center technologies (Injixo, Vodafone Storm)• Appropriately coordinate staffing allocation and availability by updating schedules and coordinate exceptions• Produce and maintain accurate daily, weekly, and monthly automated reports that help adjusting staffing levels to meet departmental productivity goals • Complete root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness Show less

• 

  TUI

  Dec 2018 - Dec 2023

  • Turn customer data, Crystal and TUI L&M Voice of the Customer programme feedback into digestible, meaningful, actionable insights• Support on the creation of customer contact lists for digital and marketing campaigns, making sure correct audiences are targeted• Assist with the implementation of new surveys, data sets, feeds & platforms to continue and enrich what we know about our customers• Bring data sets together from around the business and analyse them to understand Crystal and TUI L&M customers behaviours, needs and wants across the entire customer journey• Support and maintain continuous reporting, including through self-serve dashboards, which measure customer KPIs to enable our stakeholders to make informed decisions Show less • Monitor and analyze contact patterns through use of Workforce Management tools• Adjust Real time workforce tasks to ensure optimal productivity and efficiency • Communicate intraday performance to the key business stakeholders and take the necessary steps to ensure Service Level objectives and other operational goals are met • Support the Resource Planner to deliver effective rostering and assist in scheduling of training, meetings and other off the phone exceptional activities • Create, build and maintain all reporting for the Sales & Service department• Ensure automated reporting is complete, accurate and delivered on time for key stake holders to make critical business decisions based on results Show less

  • Customer Data & Insights Analyst

    Apr 2022 - Dec 2023

  • Workforce Intraday & Reporting Analyst

    Dec 2018 - Apr 2022
• 

  Verisure

  Jan 2024 - now

  HR Analyst & Recruitment Campaigns Specialist

  • Develop and implement reports and dashboards that support the upgrade of internal HR strategies• Examine the available recruiting sources to isolate the most performing for adoption• Supervise all recruiting department's KPIs and share insights through slideshows, based on the parameters required• Cooperate with other analyst departments to coordinate and harmonise the use of internal tools and systems for analytical purposes