Steven Cavaliere

Experience

• 

  Burton Menswear London

  Jun 2007 - Dec 2011

  Customer Service
• 

  Booking.com

  Jan 2012 - Sept 2018

  I managed a team of international customer service agents. My duties include:Coaching and training to achieve individual and company KPIs.Project management Payroll and HR duties.Holding regular performance meetings and team catch-ups.Assisting with the growth and development of team members.Liaising with multiple stakeholders.Testing new software and procedures.Creating and presenting training material.Data analysis, including customer experience and performance data.Monitoring adherence to work schedules.The role is very fast paced and requires cultural and commercial awareness as well as adaptability. Show less I worked as a Senior complaint specialist responsible for the training and performance management of up to 18 members of staff. I also worked to resolve complex legal and media relations complaints.Duties included:Individual performance management.Responding to Small claims court notices, consumer unions and the advertising standards authority.Creating monthly working schedules.Data analysis.Creating and presenting training material.Communication with various stakeholdersStaff recruitment.This job a high levels of empathy, commercial awareness and people skills. Show less

  • Partner Service Team Lead

    May 2018 - Sept 2018

  • Customer Service Team Lead

    Sept 2017 - May 2018

  • Senior Customer Relations Associate

    Sept 2015 - Sept 2017

  • Customer Relations Associate

    Jan 2013 - Sept 2015

  • Pricing Department

    Jan 2012 - Dec 2012
• 

  ALPHA CRC LIMITED

  Oct 2018 - Nov 2018

  QA Tester

  Quality assurance and localization for video games.

• 

  Arm

  Nov 2018 - now

  Supporting the promotion of STEM in higher education.Improving efficiency and driving actions through effective CRM use.Current duties include:CRM support for global education and research programsProcess creation and automation of workflows.Customer satisfaction measurementWeekly/monthly/quarterly/yearly KPI pack creationData analysisSupport for STEM learning in higher education with teaching material donationsSalesforce Administration experience including:User creation and managementApp, Object, and Field creation/customisationData management and automationReport and Dashboard creationExperienced in:MS DynamicsSalesforcePower BIGoogle AnalyticsPower AutomateSAPMS Forms Show less

  • Operations & CRM Manager

    Apr 2024 - now

  • Senior Operations & CRM Analyst

    Apr 2022 - now

  • Operations and CRM Analyst

    Nov 2018 - Apr 2022