Andrea Mathieu Email & Phone Number

Milan, Lombardy, Italy

Prague, Repubblica Ceca

Prague, The Capital, Czech Republic

- Managing team life cycle and individual team member performance and development - Ensure team coverage and scheduling. Monitoring and reporting upon key SLAs and KPIs- Deal with escalations from stakeholders and/or other parties of the shared services function to ensure issues are addressed in a timely fashion.- Building and fostering effective relationships with stakeholders to ensure cooperation and smooth operations - Daily use of HR applications as MyTime, Zucchetti, Kronos, MyDocs, PeoplePortal, CSC, SharePoint - Carry out audits and checks on data changes to ensure ongoing accuracy and processing dili-gence of direct team and those in the wider HR team. - Setting up new services for existing stakeholders and managing migrations of services for new sites for both Italy and Spain - From March to October 2017 I was appointed Team Leader for the Spanish team. Among tasks I also took part in the process improvement for Onboarding and in the optimisation of the Knowledge of the team to provide better support to the customers. I then coordinate and super-vise the transition of the service to a team based in Costa Rica.

Prague, The Capital, Czech Republic

- Dealing and resolving EMEA customers’ HR queries so as to provide the best customer service. - Interviewer for both Phone Screenings and Face-to-Face interviews. - Maintenance and update of Knowledge Base and other reference material.- Acting SME for Italy for the entire Tier1 Team. - Daily-based use of HR applications as MyTime, Zucchetti, MyDocs, PeoplePortal, CSC, SharePointProject Management related tasks for Italy Tier1 service migration: - Drafting of Tier1 SOPs, Knowledge Base and definition of Attendance Line Coding Scenario. - Set up and update of Tier1 Italy CTIs and resolver groups to reflect customer requests. - Acting POC with Stakeholders and Acting Coach for the Italian Team

Centro Linguistico D'Ateneo

- Management of the translation service (estimate of translation, allocation to adequate external translators, bureaucratic procedures for payments)- Translation and revision (Italian to English) of academic articles, certificates, university informative brochures, guides, course description and regulations. - Optimisation, translation and content revision of the English version of the University website. - Production and revision of testing exercises in English, French, and Italian. - Management and supervision of the university’s English language tests. - Student support on queries related to the services and tests offered by the Language Centre.

5-month Traineeship at the Press Unit and Audiovisual Sector

Videoconferences monitoring and technical assistance. Other front and back office duties (bookings, allocations, turnovers).

Stagiare at the Consular Office of the Embassy

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