Experience

• 

  Scuola elementare "san giovanni bosco", isernia

  May 2005 - Jun 2005

  Assistant teacher in psychology and history of art

  2005 Internship experience as Assistant Teacher in Psychologyand History of Art with different school years from primary tosixth form.

• 

  Booking.com

  May 2012 - Dec 2020

  • Managing a team of 15 to 20 advisors and supervisors, also remotely, to ensure a high standard of customer service is delivered at all times• Preparing daily workloads for staff & coordinating the daily allocation of work• Training and coaching an average of 20 team members biweekly• Ad hoc training and coaching sessions based on team member’s needs and skills• Mentoring new staff members and offering information and guidance• Motivating the team to achieve high standards and KPI targets• Monitoring & reporting on performance against KPI targets, providing prompt and accurate information on individual performance• Conduct quarterly performance reviews with all team members to recognize achievements, set and discuss new targets and create development plans• Presenting my team’s performance on a weekly basis to the senior management team, focussing on achievements and areas of improvement to offer a clear overview of WoW and YoY progress • Trusted to deliver presentations to the whole Customer Relations Division on behalf of the senior management whenever required (multiple teams at the same time), ensuring all changes in procedures and business updates are delivered to all staff in a timely manner• Involved in the recruitment of new staff, including selecting candidates and leading interviews alongside the recruiters• Successfully completed the BearingPoint “ActiveManager™ Programme”, exceeding expectations with a score of 2.60 (131%), delivering the best performance in the Customer Relations Division Show less • Providing support and resolving escalated issues from customer advisers through internal chat system and phone• Training, coaching and mentoring new team members• Acting as a resource for other staff members and offering constant support• Monitoring the performance of junior staff• Mentoring and coaching junior staff designing on-boarding and development plans • Ad hoc training and coaching sessions delivered across the business based on team members’ needs and skills• Run end of day productivity reports on behalf of the team manager• Allocating workload on behalf of team managers • Holiday cover for managers across the business as part of the Future Manager programme Show less • Training and coaching to an average of 20 team members• Acting as a resource for other staff members and offering constant support on the contact centre’s floor.• Managing and monitoring teams’ KPI• Enforcing all company approved policies and procedures• Completing team-related paperwork• Implementing new initiatives and making sure all staff understand them• Managing and monitoring staff attendance• Giving prompt and accurate information on individual staff member performance• Attending and participating in team meetings• Ensuring a clean, safe and friendly working environment Show less • Establishing and keeping great communication with suppliers, handling an average of 1000 emails per day• Provide Support for internal department for administration, help desk, instant problem solving• Accurate and professional handling of both email and phone communications within the company, customers and suppliers• Monitoring and updating daily targets for all departments• Great communication skills improved over the year of work on the phone and email both in English, Italian, and Spanish Show less

  • Booking.com – Transport Business Unit, Customer Service Team Manager

    Jul 2016 - Dec 2020

  • Booking.com – Transport Business Unit, Support Team Advisor – Customer Contact Support

    Feb 2016 - Jul 2016

  • Booking.com – Transport Business Unit, Italian Market Senior Agent – Customer Contact Support

    Dec 2014 - Feb 2016

  • Booking.com – Transport Business Unit, Operations Executive

    Mar 2013 - Dec 2014

  • Booking.com – Transport Business Unit, Reservations Agent & Customer Service

    May 2012 - Mar 2013
• 

  The growth company

  Dec 2020 - Nov 2022

  Team manager - jets
• 

  Citizens advice manchester

  Nov 2022 - now

  Energy services manager

  Oversee the management of daily operations and workflows; across the Energy Advice Service to ensure all operational key performance indicators are consistently achieved.