Peter Zuppa

Experience

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  EAT Ltd

  Dec 2005 - Dec 2010

  General Manager

  Started in the company as a team member where I quickly had to learn the English language and understand the standards of customer service. I quickly realized my English is getting better what allowed me to focus on the customer service- Successfully graduated as a General Store Manager within three years- Maintaining and accomplishing all company budgets for sales, waste and labour- Staff turnaround on 1 percent in 2 years under my management- Keeping office files up to date- Complying the adherence of UK Health and Safety laws and regulations of all my employees- Personally accounted for increasing the sales by 18% average in like-for-like for previous years- Always over the company budget for sales, and delivering staff labour under budget during various economy turns- Awarded for excellent customer service four times in a row by mystery shopper programme from retaileye.co.uk- Actively updating all internal Human Resources of all my 9 employees- Providing in-house training for my colleagues, preparing them for graduation as team leaders and Floor Managers- My expertise and knowledge allowed my Store to become the hub for training and refreshing courses for all employees from 5 EAT stores within Manchester Show less

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  PAD Hotels

  Jan 2009 - Jan 2010

  Concierge

  I was an employee of PAD hotels while I was managing the EAT coffee shop in Manchester. The sales director of PAD was my regular customer and after few talks I started to work as a concierge in the company during the weekends. This proved to be an amazing experience where I had to manage my time keeping, learning a new job while I was still operating in EAT. It was just a weekend job but the knowledge and experience and my time management was essential. I learned everything is possible once the mind set is 100%. Show less

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  IBM

  May 2011 - Mar 2014

  Sales Associate

  - Direct support for Partners and Distributors in UK, Scotland, Ireland and Middle East Africa regions- Working closely with the distributor channel to provide exceptional IBM experience- Ownership of partner’s recognized deals with IBM ensuring quick turnarounds- Maintaining and widening a significant contact with Business partners based in MEA and UKI regions- Enabling new Business Partners to become IBM resellers, Partner World, Global Partner Portal, Educations, Qualifications, general queries, troubleshooting- Successfully enabled over 70 Partners in the UKI since the end of the year 2012- Leading and finalizing project for Desk Level Procedures that included IBM tools, processes, troubleshooting, general education.- Awarded as a top performer in 1st half of 2013 for enabling the partners to become IBM resellers- Closed many Business Partner’s deals throughout my IBM aligned contacts and knowledge of the processes- Providing guidance and navigation of various IBM tools and processes internally and externally- Providing education to internal and external customers to improve the knowledge and speed of the services- Continuously attending internal and external educations to extend my expertise in various topics- My client focus and client satisfaction are always the top priority- Quarterly evaluating my standards of the services I provide and how I can improve them by gathering structured feedback from my colleagues and from my supported Business Partners and Distributors- Teaching English as a foreign language to a class of internal colleagues- I strongly believe that success lies with mastering the communication on all levels, and never be afraid of challenges. Manual labor is what brings visible outcomes and I never said no, no matter how hard it was. Show less

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  Caffѐ Nero

  May 2014 - Sept 2014

  Manager in Training

  - Maintaining exceptional customer service- Trained and improved Barista skills, serving one of the best coffees in UK- Cash handling and shift running by following the company guidelines- Assisting the Manager with day to day duties while being trained to run the store- Throughout knowledge of health and safety laws and regulations- Improvement of the customer experience

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  Amazon

  Nov 2014 - Dec 2014

  Seller Support Associate

  - Directly assisting clients based in UK that are selling on Amazon- Navigating the Sellers through specific and complex tools and processes- Ownership of each request from recognition to successful resolution- Managing Seller's shipments to Amazon from the creation to inventory receiving in Amazon warehouses

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  IBM

  Jan 2015 - Oct 2016

  Contract Manager

  - Responsible for Service contracts from initial request through client’s acceptance and signature- Working alongside Technical Solution Managers and Project Managers to understand client’s requirements and how to implement them successfully considering costs, time frame, deliverables and milestones- Monitoring the contract cycle- Managing communication between IBM and the client British Gas Group- Successfully implemented process improvement on tracking and monitoring all contracts and their life cycle – interlocked reports between IBM and client tools to improve delivery and improve KPI’s- Controlling the risks by mitigating and future planning using best practises and lessons learned- Actively participating on Client’s and IBM’s meetings to widen the knowledge and search for possible improvements- Supporting IBM Sales Leader on the account with theirs day to day duties and also during busy periods, splitting the work in order to achieve the contract KPI’s- Reporting to Client and IBM about targets and forecasts- Professional communication on all levels including specific technical background of provided solutions- Taking responsibility for RFS Customer Satisfaction process Show less

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  AT&T

  May 2017 - Sept 2019

  Service Manager
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  CoolPeople

  Oct 2019 - Oct 2019

  Sourcing Manager
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  ING Hubs Slovakia

  Jan 2020 - now

  Account Manager for gold and platinum Wholesale clients

  • Customer Journey Expert

    Apr 2023 - now

  • Account Manager

    Jan 2020 - Apr 2023