Alessandro M.

Experience

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  ASAP all Services around People

  Sept 2011 - Jun 2012

  Junior HR Specialist

  - Recruiting: managing the whole selection process (publication of ads, screening resumes, conducting interviews, drafting of the candidates scorecards);- Training: support the setting of training programs and the delivery of activities;- Mapping of the area and identification of potential suspects;- Head Hunting: mapping corporate targets, identification of potential candidates, formalization of the offer.

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  WeBank SpA

  Jun 2012 - Nov 2012

  HR Development & Recruiting

  - Organization: 1. supporting HR Development & Recruiting Manager in the definition of Job Descriptions company;2. construction of the company's organizational manual (Job Descriptions, Org-charts);- Training: supporting the HR Development & Recruiting Manager in the recognition of the internal training needs, identification of consultants and definition of most suitable training;- Recruiting: 1. supporting the selection process for internship profiles (phone interviews, activation University agreements); 2. collaborating with company contacts in the running selective process (group dynamics, individual interviews, role playing, assessment centers). Show less

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  Barclaycard at HP/Hewlett Packard Financial Services

  Apr 2013 - Feb 2014

  The role is the first point of contact with customers and will usually provide resolution for all issues within Customer Service department. I focused on identifying cross-selling opportunities of products and services. Other responsibilities:- Investigated the potential fraud and escalating to the proper department- Contributed to the achievement of sales department targets- Handled complaints at first level, with proper escalation at the further level when needed- Maintained high adherence to the company policies and procedures- Collaborated with the branches bank to change account details of the customers Show less I managed calls delinquent customers via inbound and outbound negotiating debt repayment programs by a win-win approach. As a member of the remedial team I negotiated with difficult customers in order to have an account in an order position. Other responsibilities:- Investigated and solved queries relating to non-payment of banquets- Mediated complaints at first level, with proper escalation at the further level when needed- Maintained high adherence to the company policies and procedures- Contributed to the achievement of Collection department targets- Acted as a mentor and referral point for less experienced colleagues- Ensured that the escalation process is followed at all time to raise concerns and issues Show less

  • Sale & Service Agent

    Dec 2013 - Feb 2014

  • Collections Agent

    Apr 2013 - Nov 2013
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  Arvato Financial Solutions

  Mar 2014 - Mar 2019

  - Plan and design support to the Operations department in order to overachieve Service Level Agreements- Lead quality metrics implementation over 6 projects with multiple stakeholders for +60 quality staff in 3 locations (Dublin, Krakow, Lisbon)- Define and Supervise expansion project plans execution for Quality department- Plan and manage HC for the Quality department- Responsible for day to day management of 4 Quality Team Leaders- Act as escalation point for all department relations and client’s requests- Lead and engage the quality analyst team- Liaise with managers of different departments to perform duties and aid business and organisational development Show less - Created and implemented cross-sites processes (Dublin and Krakow) - Mentored new Team Leads - Secured efficient/effective team and individual performances for two cross sites teams and two different projects- Motivated people in the team and building career development plans- Monitored attendance and proactively implemented actions in order to tackle absenteeism issues- Managed effective client communication and interaction- Provided weekly and daily report about productivity and quality performances- Point Of Contact for implementation of quality requirements for the whole product- Supported Talent Acquisition team with the recruiting process of new joinersAchievements- Managed an effective team with an increasing Headcount from 5 up to 18 people in 2 months- Mediated efficiently relationships between 2 sites (Dublin and Krakow)- Developed internal succession plan in order to tackle efficiently possible attrition- Company award winner (Silver Star) for the achievement reached during the quarter Show less - Coordinated the launch of new processes, as Point of Contact, dealing with the communications and the key stakeholders (EMEA)- Coordinated meeting with the client about Quality Guidelines clarification- Reviewed and supported agents during their daily interaction with Business owners and agencies- Provided training to agents in order to build up best practices in their daily work and to new Quality Analysts Achievements- Mediated efficiently transition of the product from Dublin to Krakow- Company award winner (Golden Star) for the achievement reached during the quarter Show less Offered technical support for the B2B by phone, email, and chat. Responsibilities:- Delivered Google My Business training to the AdWords new starters- Delivered the chat channel training and supporting the new recruits within the different multinational teams- Tutor for the Italian recruits and for the Dutch Google AdWords team supporting and sharing the knowledge about the Google My Business product- Workflow leader for the Italian Team meeting the Services Level Agreements (SLAs) for the own market - Set and managed as a workflow leader productivity, breaks and the inbound and outbound workflow of the team - Dealt with the product updates and the communication of them within the team Show less

  • Quality Operations Lead - Trust & Safety

    Jul 2018 - Mar 2019

  • Team Lead - (French/Italian)

    Dec 2016 - Jun 2018

  • Quality Analyst

    Jun 2015 - Nov 2016

  • Customer Service Representative

    Mar 2014 - Jun 2015
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  Zendesk

  Apr 2019 - now

  • Senior Manager Customer Advocacy

    Mar 2023 - now

  • Advocacy Manager

    Apr 2019 - Feb 2023