Davide Palaia SPOC™ And CXAC (Cert)

Experience

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  PhoneMedia Srl

  Dec 2006 - Sept 2007

  Telesales

  As a Telesales/Customer support Rep, below you can find a list of the main tasks handled:- Outbound calls to customers to sell products such as new phone profiles,pay tv or internet provider for some of the biggest Italian providers(Telecom Italia,Fastweb,Sky,Vodafone)- Working on commissions.- Provide support when needed in some cases.I was elected best performer of my team for 3 months.

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  Terravision-Terracafé-Lowcostparking

  Oct 2007 - Feb 2008

  Customer Service Rep

  Terravision is an Italian company that connects 62 airports to the city centers all over Europe.I was based at Green Line Coach Station,Victoria,London(UK)As a Customer Service Advisor the main tasks are the following:- Provide face to face support to all passengers with advices on times and directions.- Help with luggages- Online booking- Assure that coach is departing on time and all passengers ready on time.

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  Harris Interactive Inc.

  Feb 2008 - Oct 2008

  Market Researcher/Interviewer

  As an International Market Researcher,below the main tasks handled:- Outbound calls to other businesses to proceed with researches and interviews on behalf of big international brands.- All interviews were doing mainly in Italian, with some exceptions in English.Due to training received I gain a very good knowledge of the financial and marketing trends, plus an excellent knowledge of ICW and CATI software.Translation test passed with 88/90.

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  Resource Ltd

  Oct 2008 - Feb 2009

  Experienced Interviewer B2B

  As an Experienced Market Researcher, below a list of the main tasks handled:- Outbound calls to other businesses to proceed with researches and interviews on behalf of international companies.- Coordination of the team and working as focal point in case of any issues or questions.- All interviews were doing mainly in Italian, with some exceptions in English for customer based in Scandinavia,Belgium or Netherlands.

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  Monster Worldwide

  Feb 2009 - Jun 2017

  Focus of the position was to ensure consistent and repeatable customer experiences by delivering effective service readiness solutions and programs to all staff engaged in customer service activities. As a Global Service Readiness Manager I was also responsible for all phases of service readiness and change management associated with product, program, policy and process launches, updates, and changes. My essential functions included:-Program management of strategic and operational Global Customer Service, CRM, and Marketing initiatives, including identification and implementation of new or movement of lines of business (programs).-Translate operational business strategies into executable, manageable services delivered by Global Customer Service.-Manage Global Service Readiness business reviews with stakeholders.-Implement and manage readiness and planning infrastructure for plans to execute new or different services including all changes required to training, telecom, data tools, processes, communications and metrics.-Create and maintain external HTML email templates used by the customer service teams-Lead and Host site defects business prioritization s every month, with the goal of providing list of top tickets to Product and Tech to be prioritized for resolution-Create UAT and PAT Test scenarios and perform UAT and PAT testing-Participate in the creation of training materials created to train the customer service departmentSome projects and achievements:-Actively participated to the successful launch of Salesforce. -Supported the Job View and Apply User Experience activities-Supported the eCom Hiring Sites globally-Supported the launch of PPC on Monster US-Supported the launch of the Monster Mobile Apps,-Supported and coordinated the launch of the first Social Products-Supported the launch of China HR by setting up processes and sharing knowledge and documents with the local teams. Traveled to Beijing for 2 weeks. Show less As an Associate Manager for Italy, Poland and Spain, the voice of the customers was one of the most important drive in my day to day job, ensuring customer satisfaction by offering quality and efficient support is the key to success.Essential functions included:-Assuring that Service Levels are met on daily basis-Monitoring quality of all customer interaction with both Employers and Seekers(phone and email)-Cooperate with other departments (Sales, Marketing, and Product) based in Brno as well as different countries across EU.-Escalations management-Coaching on bi-weekly with all agents-Weekly team meeting-Develop talents and set personal goals-Managed a team of up to 13 people.Additional responsibilities and achievements:-Coordinated and led the EU Gatekeepers team, a group of customer service reps providing advanced technical support to our customers.-Hosted and led weekly calls with the Product Helpdesk team based in North America-Cooperated to standardization process of alignment between Europe and North America on handling defects escalations-Maintenance of multiple project sites.-Represented EU Service Delivery in GCS DEV prioritization meetings on monthly basis-Identify and prioritize defects, based on the impact and criticality-Led testing releases for the Monster website and related applications-Main point of contact between the Brno Shared Service Center and the Marketing Operation team based in Prague-Handling escalations and prioritizations requests received from all Europe(Brno and local teams)-Managing new Requests/Amendments for permissions and rights in regards to the Campaign Request Tool/Counting Tool (email marketing) for all Europe.Participated in a business travel to Milan, Italy to establish and consolidate the relationship between the customer service organization and all the local teams such as Sales, Marketing and Product. Show less Being a Global Customer Service Rep for Monster Worldwide was a very exciting and successful experience, and I am particularly proud to be of the first hired in the Brno shared service center and having worked on the process of moving the support structure from Milan to Brno.My essential functions included:-Provide support for all internal and external customers via phone and email.-For a determined period of time, approve and validate contracts from our sales department.-Create and Upload Banners on Monster.it using FTP and AdManager(Doubleclick)-Manage the Banner and Newsletter planning sheets-Working close with other departments and teams.-Be a Gatekeeper (2nd level of support) for the following countries: France, Luxembourg, Italy, Belgium and Switzerland and provide technical support and guidance mainly to internal customers.-Manage prioritization of technical issues with the Product Helpdesk Team.-Creation of Targetmail/Partnermail campaigns in Unica tool.-Be part on regular basis of all Release testing and Migration from different platforms. Show less

  • Global Service Readiness Manager/Project Manager

    Jul 2012 - Jun 2017

  • Associate Manager Global Customer Service for Italy,Spain and Poland

    Feb 2011 - Jun 2012

  • Global Customer Service Representative

    Feb 2009 - Feb 2011
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  Amazon

  Jul 2017 - now

  Support responsibilities:• Become a subject matter expert on multiple HR solutions utilized by Amazon including digital document management, time and attendance, PeopleSoft, Salesforce, and other systems• Solve complex customer issues and drive operational excellence in everything we do. This includes creating processes and procedures, then automating them to improve efficiency in our day-to-day tasks and projects• Respond to system inquiries and troubleshoot complex system issues, provide ongoing technical and user support, lead root cause analysis• Build strong relationships through deep problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress. This include partnering with large stakeholder groups• Track system issues and trends and enhancement requests for review and resolution by technical teamsProject responsibilities:• Lead UAT for new tools and system enhancements initiatives including planning, facilitation and execution of testing, and training tasks• Aid in the creation and maintenance of standard operating procedures, workflow diagrams, and training materials.• Coach/mentor analysts and BAs on testing process Show less

  • Manager Program Management

    Feb 2025 - now

  • Senior Program Manager

    Oct 2021 - now

  • Program Manager

    Aug 2020 - now

  • Manager of Customer Experience

    Jan 2024 - Mar 2025

  • Product Operations Manager - ES Tech

    Feb 2019 - Aug 2020

  • Senior Product Operations Analyst

    Jul 2017 - Aug 2020