Experience

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  Real,- hypermarkets (metro group)

  Jun 2008 - Jun 2009

  Customer services officer

  - Responsible with handling the compartment documentation, compiling the warranty certificates and producing specific monthly reports.- Making sure that home deliveries are scheduled and customers aware.

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  Regent srl

  Feb 2010 - Jun 2011

  Import - export operator

  - Responsible for producing specific documentation, analyzing offers from external suppliers (mainly from China), raising orders. Daily correspondence with customers and suppliers from the country and abroad.

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  Ing

  Jun 2011 - Mar 2012

  Financial consultant

  - Participated to all retail and corporate activities: raised loan files, new bank account creation for retail, IMM, PFA, II; made sure that the monthly office target was met; organized presentations of the new products/services in public institutions where the bank had agreements in place.

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  Furniture online retailer

  Mar 2012 - Nov 2014

  Order management lead

  Key responsibilities:- Responsible with providing customer support via email & telephone, customers from UK only;- Taking orders and payments over the telephone via SagePay;- Answering to any query regarding our products and keeping customers updated on the progress of their orders;- Responsible with planning the daily budget and paying for the invoices issued by the suppliers;- Planning collections and deliveries, and uploading the orders on XDP, DHL, UPS, etc.;- Dealing with customer complaints and processing refunds;- Coordinating and monitoring the customer service team and training the new employees in order to ensure high levels of customer satisfaction;- Responsible with updating the product range on all 6 websites;- Customer database administration. Show less

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  Scc

  Nov 2014 - Nov 2021

  Key responsibilities:- Day to day management of the Service Delivery team responsible for coordinating all aspects of delivery and installation throughout the provisioning life cycle of Telecom products in the UK and overseas;- Evaluating in house provisioning processes regularly to make sure they are up to date and update and improve where needed;- Report activity SLAs and highlight trends to the Service Director of issues with certain providers, in house issues, and potential customer issues;- Working outside of the box for more complex situations and persisting to completion to benefit the customer’s needs;- Attending business meetings and conference calls; hosting team meetings and attending management meetings/calls, internally with the SCC management and with the UK customer's management.- Responsible for the Project Support function and working closely with the Project Managers or acting as PM in their absence;- Continually raising Enhancement Request Forms in order to improve operational tools, followed by testing and support on implementation within the Test environment before deploying into Production;- Point of escalations for the Service Delivery team members for all provisioned orders from data centre work to Leased lines, ADSL FTTC/P EFM,; Show less Key responsibilities:- Day to day management of Service Delivery team responsible for coordinating all aspects of delivery and installation throughout the provisioning life cycle for products in the UK Telecoms Industry;- Developing new and existing team members, changing team roles and expanding team knowledge based on skills matrix and make all necessary changes internally to ensure the delivery of service/activity in required parameters and within SLAs agreed;- Recruitment of new staff;- Ensure new recruits are sufficiently trained, supported and subject to on-going capability assessment; - Administrative and HR responsibilities/tasks (payroll, holidays, access for multiple tools and vendor portals;- Attending business meetings and conference calls; hosting team meetings and attending management meetings/calls, internally with the SCC management and with the UK customer's management;- Actively involved in processes/documentation creation, producing reports for thebusiness and quality checks. Show less Key responsibilities:- Providing assistance in all difficult situations presented by the team leaders/team members within the 2 teams;- Ensuring the smooth transition of new customers and projects within the department, ensuring that all documents and processes necessary for the successful delivery of the activity are available;- Major point of escalation in situations where changes of procedure and processes or ongoing projects are involved;- Producing activity reports and other analysis according to the requirements of the manager;- Covering team leader duties when required;- Ensuring that documentation and work instructions used for all 24 activities are up to date and available for the team members;- During the transition of new customers, responsible for validating the service from an operational perspective and ensuring all documentation is available and visible to the team members;- Responsible by documenting any complaints received and establishing the necessary reinforcements and corrective actions;- Responsible by monitoring the fulfilment of the specific contractual SLAs on all activities/tools;- Attending weekly/monthly meetings/conference calls with the team/customers as appropriate;- Responsible for training/retraining for proactive and reactive activities;- Providing assistance in any difficult situations raised by team members;- Producing daily/weekly/monthly activity reports, according to the management requirements;- Elaborating monthly/quarterly performance reports and making sure they are delivered within the specific deadlines;- Contributing with improvement ideas and implementation of service improvements within the team/services/department;- Ensuring that Monthly Rota covers all shifts and the 13 team members are aware of it; Show less Key responsibilities: - Ensuring that documentation and work instructions used for the multiple activities within the team are up to date and available for the team members;- During the transition process of new customers, responsible for validating the service from an operational perspective and ensuring all documentation is available and visible for the team members;- Responsible by documenting the complaints received and establishing the necessary reinforcements and corrective actions;- Responsible by monitoring the fulfilment of the specific contractual SLAs on all activities/tools currently existing in the team;- Attending weekly/monthly meetings/conference calls with the team/customers as appropriate;- Responsible for training/retraining on proactive and reactive activities;- Providing assistance in all difficult situations raised by team members;- Producing daily/weekly/monthly activity reports, according to the management requirements;- Producing monthly/quarterly performance reports and making sure they are delivered within the defined deadlines;- Contributing with improvements ideas and implementation of service improvements within the team/services/department;- Ensuring that Monthly Rota covers all shifts and all 8 agents aware of it; Show less

  • Service Delivery Team Manager - Telecom Industry

    Nov 2019 - Nov 2021

  • Service Delivery Team Lead - Telecom Industry

    Aug 2017 - Oct 2019

  • Senior Team Leader - Hardware break-fix calls, quotes, contracts, asset management and data entry

    Jun 2016 - Jul 2017

  • Team Lead - Call Logging Admin (Hardware break-fix calls and Data Entry)

    Oct 2015 - Jun 2016

  • Chargeable Hardware Quotes Administrator

    Nov 2014 - Oct 2015
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  Oracle

  Nov 2021 - now

  In my current role, I am managing and delivering 4G/5G Policy and Signaling complex projects with demanding timescales.I am always looking for opportunities, giving solutions to customer needs, competition analysis and negotiating contracts and always willing to improve.Key responsibilities:• Preparing and maintaining the Project Management Plan;• Actively involved in the new Bids process;• Managing project risks, including the development of contingency plans;• Liaison with programme management and related projects to ensure that work is neither overlooked nor duplicated;• Monitoring overall progress and use of resources, initiating corrective action where necessary;• Applying change control and configuration management processes;• Reporting through agreed lines on project progress through highlight reports and end-stage assessments;• Maintaining an awareness of potential interdependencies with other projects and their impact;• Managing project administration, revenue forecasts;• Conducting a project evaluation review to assess how well the project was managed; Show less Key responsibilities:• This role includes interfacing between the business, delivering incident resolution, project reporting;• Day to day coordination of the 4G/5G Policy and Signaling complex projects within demanding timescales;• Keeping track of the release Life cycle of the development of new and existing product features/enhancements;• Monitor the project progress and take the necessary actions internally to prevent any escalations;• Responsible for documenting complaints or escalations received and following until resolution;• Contributing with improvement ideas within the team;• Attending regular conference calls with the customers/team as appropriate. Show less

  • Project Manager - Oracle Communications

    May 2022 - now

  • Delivery Center Lead - Oracle Communications

    Nov 2021 - May 2022