Rosangela Marzulli

Experience

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  Aviva

  Mar 2013 - May 2014

  IT Analyst Technology and Security Service Dep

  - Role that required interacting with Aviva customers, broker agencies and third parties to deliver services of the specific Information Technology Infrastructure Library (ITIL) function on a day-to-day operational basis ensuring smooth running of IT systems and that procedures were understood and correctly followed. - Delivering great customer service performance against formally documented services, exceeding standard level agreements (SLAs) and contracts through day-to-day collaboration.-Engaged with second and third party support teams by helping facilitate them to generate new ideas and solutions that would optimise existing processes as well as maintain high quality outputs in line with team and departmental standards.- Managing workload to meet and exceed department Key Performance Indicators. Show less

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  VF Corporation

  May 2014 - Dec 2017

  - Managed multiple business accounts with customer retailers across Italy that included Unison, Scarpe & Scarpe, Cisalfa, Yoox, Cosmo, Rinascente. Responsibilities included capturing customer requirements and liaising with Wholesale Planning department to check product availability, planning and managing risks (identification and mitigation strategies) around delivery of goods, helping to raise customer satisfaction levels and enable the business to sustain good long-term relationships.- Organised and led weekly meetings that reviewed risks to monthly shipments, to ensure planned orderbook was respected, keeping deliveries on time to customer commitment.- Identified and implemented improvements in the process that helped the brand to reduce delays in shipments. Here I undertook root cause analysis of previous delays and used data to develop preventative measures by ensuring additional checks were completed for future orders (quantity checks on purchase order versus actual inventory available, shipment addresses, export control documentation).- Optimised refund process of returned stock by making it quicker which led to Lee Brand in Italy to exceed August 2017 sales target by 30%. This I did by designing and introducing a report that tracked Italian market end-of-season returns that enabled the company gain better control of stock being returned and exchanged with new goods.- Chaired meetings with Sales and Credit teams to assess and allocate potential shipping windows for the upcoming season to maximise sales and reduce risks around cancellations.- Trained and upskilled new starters through a combination of individual one-to-ones and created training user guides for systems being used for managing customer orders (JBA system). Show less - Managed customer issues and requests using Salesforce with the overall intent of building trustworthy relationships through root-cause analysis of complaints, which allowed me to provide incisive and meaningful reports with clear recommendations to support effective executive decision-making.- Responsibilities included reporting progress of daily tasks and ensuring all needed support was directed effectively across the internal Brand Management teams, updating website FAQs in accordance to regularly recurring queries being raised by customers, interrogating the Magento order system for potential fraud to protect business and customers as means of minimizing losses, resolving any financial discrepancies with customer transactions. Show less

  • Lee Brand Key Account – Italy Wholesale Customer Service Rep

    Aug 2016 - Dec 2017

  • E-commerce Customer Service Representative

    May 2014 - Aug 2016
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  Redeem Group

  Jan 2018 - Feb 2019

  - External stakeholder management focussed role, where I was representative for the company as primary interface to over 30 customers across Europe and the Middle East, 10 of which I sourced since starting role.- Chaired meetings with customers to assess their needs and budget, enabling me to develop, assign and negotiate product pricing models. In the first 6 months I achieved 21.5% profit margin from total sales secured.- Role required problem resolution and process improvement. I helped to improve turnaround time between the point of products being ordered to them being delivered to customer by proactively reviewing customer accounts and following up with relevant departments (such as Finance and Warehouse teams). This helped to speed up cash into the business, reduce working inventory, whilst more importantly increased customer satisfaction.- Introduced a customer recognition initiative that acknowledged customer loyalty.- Interfaced with various internal stakeholders including Finance (to resolve credit related issues), Purchasing (reviewing product availability and future stock weekly and monthly profiles) and Quality Control (to ensure phones were inspected and to the right standard of quality before being despatched).- Administrative responsibilities included taken minutes to record discussions and proposals agreed with customers, creating orders to send to warehouse, collecting payments, making sure goods were allocated on time for customers, packed and shipped within 1 working day in accordance to business service lead agreement, delivery status reporting. Show less

  • International Sales Account Manager

    Jun 2018 - Feb 2019

  • Account manager

    Jan 2018 - May 2018
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  Hello Korea, Korean Tourism Organisation

  Apr 2019 - Dec 2019

  Social Networking Service Reporter

  Planned and delivered projects in the format of travel videos and flashcards to be shared on the official Hello Korea social media accounts with 10K+ followers to introduce Korean culture and new places to discover to future tourists.- My involvement was across the project lifecycle, starting from scoping and requirements, reviewing and reporting progress against Hello Korea delivery plan (tracking status of actions were scheduled to complete on time within milestone timelines), creating and shaping video concepts, submitting proposals at business gate reviews for approvals to proceed.- Managed a team of 4, I reviewed detailed plans and distributed work equally amongst team members taking into consideration deadline and individual schedules. Part of the role involved having to manage and resolve conflicts as they emerged.- Collated lessons learnt and identified areas for improvement as part of our post-project completion evaluation phase.- This role tested my creative side where I experimented with video and photographic software capabilities by testing apps such as Filmora9 and Canva before introducing them to the team.- Out of 5 groups our team won Content Creators Award at the Hello Korea award ceremony held in Seoul, December 2019. Show less

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  Bionical Emas

  Aug 2020 - now

  Patient Access Manager