Adriana Di Candia Email and Phone Number

• Leading a team of 15-25 people, in person and remotely, coaching them in order to drive their performance, achieve and maintain the Company’s targets, Supporting the agents with their requests and issues, ensuring that each team member works towards achieving set goals & KPIs• Working with the Operations team to achieve and maintain our Site’ SLA &  targets agreed with our Client, monitoring our performance on a weekly, monthly, quarterly and annual basis;• Presenting Business Reviews to our Client Stakeholders,• Supporting the Operation Team in the creation of TLs and Agents’ working  rotations;• Leading and completing internal projects like the Mentorship program and the Yellow Belt project;• Leading the Engagement Team, coordinating and implementing activities which aim is to improve and enhance our employees engagement on different levels; • Part of the Interview recruiting team & of the MHFAs team.The work done as a Manager resulted in a nomination for the CCMA 2022 as the Best Team Leader of the year by TELUS International Ireland - now TELUS Digital - which ended in me being shortlisted for the event that took place in Dublin in November 2022.

• Claims Ambassador, investigating possible frauds linked to property damage requests, assessing the value of such damages by following precise workflows and policies, handling payments and covering losses; • Safety Specialist, handling by phone calls and emails cases related to the Personal Safety of the users, such as the use of Illegal Drugs or Security Cameras, Privacy Violation or Suspended State Appeals reports, etc.

•Customer support agent responsible for providing information to customers related to the functioning of the platform, troubleshooting technical issues for them, achieving quality and operational targets requested;•Trip Specialist handling refund requests, mediating a fair solution for all parts involved in line with our ToS throughout the analysis of the documentation provided. Finding a new accommodation for the guests who received a last minute cancellation and encouraging guests and hosts' communication, working in a fast-paced environment;•Team Leader assistant while my TL was out of office, assigning other team members' tickets to the rest of my team, sharing the updated monthly stats with the team, supporting the team members with their cases and issues with PTO/swaps requests, while working on my cases and maintaining an active and ongoing customer support• Users' support collaborating with TnS agents in process Mapping Offline, leaning how Trust and Safety agents deal with cases and how Trip trained ones can cooperate;• Representative of Voxpro powered by Telus - Airbnb supporting the Company during the Job Fair in providing testimony of what working for Voxpro means to people looking for a job and recruiting possible new employees, learning how present the company to potential new employees, learning how to read a CV and how to make possible new employees being interested in our job.

• Office Manager Assistant in the organising bilateral agreements stipulated with foreign Universities and related documents, managing independently the LLP manager system. • Erasmus tutor, contacting outgoing students to collect financial agreements and additional official papers before their departure, reducing issues they could deal with in foreign university offices.

• Students' tutor responsible for student support in providing useful information to students for the delivery of documents, reducing by 100% the bureaucratic problems linked to faculty secretariats.• Assistant back office activities contacting other offices of the University of Bari for the transfer and exchange of purchase orders and bills, supporting the electronic storage of them.

• Ground hostess, managing the procedures of both incoming and outgoing flights, checking boarding cards and passports of the passengers, optimizing the procedure in 25 minutes. • Terminal Service and Operation Manager Assistant in the organisation of the pre-boarding and boarding activities, acquiring autonomy in the use of the Flight Information system and PA system. • Tourist Information Agent handling the Information Point, receiving tourists, accompanying PRM and minors, reducing their waiting time in the airport.

• Assistant Travel Agent organising bus, train and flights tickets reservations, using printed information materials to offer the purchase of different holiday packages.• Tourist Information Operator for incoming tourists, providing practical information in English, Spanish and French about visiting the city of Matera.