Carmelo Dolcemascolo

-Ownership of regional EU Customer Experience onboarding and training -Design and deliver relevant training material for all the stages of the customer journey -Develop a skills matrix -Maintain a record of all training and development activities and material -Develop and update targeted internal/external Help Centre content -Collaborate with internal stakeholders to update training material, Knowledge Base, macros, and Help Center -Develop a tagging system that streamlines customers' contact reason

-Provide expert support -Collaborate with internal stakeholders (e.g. Partnership Marketing, Editorial Content, Product, Chargebee membership) -Contributing to updating our Internal Knowledge Base and Help Center with Zendesk and Notion -Creation of internal articles in the KB, Help Center and macros in Zendesk for the ES market -Manage Marketing promotions and Institutional Licenses -Track customer satisfaction (NPS)

-Responsible for the QA of processes and communication to keep targets for in-house and outsourcing teams -Guide and develop the goals of specialists with shadowing; QA evaluations; individual and group coaching sessions -Report achievements in a monthly basis accross the teams -Implementation of the grow model and scaling framework to identify and achieve performance goals -Work closely across product; content; implementation and team leaders -Hold workshops to train and lead towards self-organization

-Oversight of resources and rotation among teams to cover the service -Planning staff development organizing the relevant trainings to fulfill the different career levels, from Entry to Senior levels -Engage the team with the goals of the project defining specifics and deadlines mainly through Brainstorming -Map constantly the performance of the team to identify behaviors and intervene to cover gaps & give recognition -Manage QA and other KPIs -Supervise and intervene in the hiring process.

-Manage the full call center tasks -Set targets for all the specialists -Schedule and organize shift patterns -Prepare forecasts and budgets for the call center -Monitor performance to ensure high quality standards -Facilitate and organize training sessions for all the specialists and participate in the recruitment of new joiners -Submit regular reports to management and set new strategies

-Respond to diverse customer inquiries and help customers to solve their questions via phone and email (inbound and outbound) -Help and give advices to customers about services and technical uses -Provide support with administrative tasks on a regular basis

- Responsible for the maintenance and security of the hotel - Solve any complaints - Ensure that all rooms are ready for check-in overnight - Attend any request from guests which includes reception duties, such as welcome letters, check-in and check-out, collecting post, deliver and safely storage guests luggage, re-schedule arrival and departure times or length of stay - Deal with vendors to sort out any restoration or maintenance of the building

- Supervise the daily and final clean of all apartments in the residence - Ensure a high standard quality and proper operation - Solve any complaint about maintenance - Reception duties - Deal with stakeholders for restoration, supply or maintenance of the building - Trainer of new employees

Club Survey, Enterprise, Costume, Benefits and Incentives, Employment Contract Survey. Experience in the consulting process and organizational change strategies. Designing and implementation of job descriptions, performance evaluation models and position ratings. Designing and diagnosis of jobs and salaries structure

Elaboration of the university statistical yearbook and implementation of teachers’ performance assessment. Interviews’ transcription and analysis