Ashleigh Passuello Email & Phone Number

➢ Driving customer success by aligning with customer goals throughout the organization;➢ Monitoring relevant customer metrics and KPIs for those goals and keeping account overviews;➢ Intervening through proactive customer engagement to prevent support issues, foster customer loyalty, and promote good business relationships.

Privileged point of contact for two dedicated customers to ensure the quality of services and customers' satisfaction:➢ Assigning tickets to consultants, monitoring team workload;➢ Acting as the point of contact for complex and escalated customer issues that team members cannot resolve. This involves interfacing with other teams to coordinate solutions and ensure customer issues are resolved promptly.➢ Meetings with clients and consultants;➢ Extraction of KPIs;➢ Management… Show more Privileged point of contact for two dedicated customers to ensure the quality of services and customers' satisfaction:➢ Assigning tickets to consultants, monitoring team workload;➢ Acting as the point of contact for complex and escalated customer issues that team members cannot resolve. This involves interfacing with other teams to coordinate solutions and ensure customer issues are resolved promptly.➢ Meetings with clients and consultants;➢ Extraction of KPIs;➢ Management of the contractual relationship: time monitoring and approval of roadmaps;➢ Updating procedures;➢ Attending Steering Committees. Show less

Team Lead:➢ Managing a team of 6 Support Consultants; responsible for overseeing all activities within the team;➢ Regularly monitor and evaluate the performance of the customer support team by analyzing metrics such as response times, resolution times, customer satisfaction scores and support tickets handled;➢ Continuously assessing and improving customer support processes to increase efficiency and effectiveness by implementing new procedures, updating existing… Show more Team Lead:➢ Managing a team of 6 Support Consultants; responsible for overseeing all activities within the team;➢ Regularly monitor and evaluate the performance of the customer support team by analyzing metrics such as response times, resolution times, customer satisfaction scores and support tickets handled;➢ Continuously assessing and improving customer support processes to increase efficiency and effectiveness by implementing new procedures, updating existing workflows;➢ Ensuring the team maintains up-to-date and accurate documentation of common issues, solutions, and best practices in a knowledge base accessible to both the team and customers;➢ Interacting directly with customers to provide support and gather feedback for better understanding of customer needs and improving service quality;➢ Creating reports and analyses on customer support activities, team performance, and customer feedback;➢ Supporting the development of company's activity providing IT Consulting, IT and Human Resources Services by meeting the technical and functional needs of the customers.SAP Successfactors Employee Central Consultant➢ Providing extensive consulting, implementing and customizing SAP Successfactors solutions, with a focus on Employee Central to ensure seamless operations;➢ Setting up the SuccessFactors tool and supporting the client in the different phases of the project and in the process of Change Management;➢ Investigating issues reported by users, reproducing incidents, consulting logs and resolving incidents by implementing appropriate solutions:➢ Led change management activities to enhance overall system efficiency, consulting with customers in order to provide exceptional configuration and implementation services of the Successfactors solution;➢ Processing of all customer requests ( Incidents, Service Requests, Change Requests) in strict adherence to procedures, service quality standards and service level agreements. Show less

Granada, Andalusia, Spain

➢ Responsible for categorizing and prioritizing queries, requests and issues.➢ Providing daily functional support to the team with the successful delivery of payroll activities and execution of datamanagement/customer services activities ensuring that output is accurate and on time, working as the first escalation level forTier 2 agents.➢ Responsible for monitoring performance of agreed Service Levels, reporting and checking existing Ticket Backlog.➢ Supporting Team… Show more ➢ Responsible for categorizing and prioritizing queries, requests and issues.➢ Providing daily functional support to the team with the successful delivery of payroll activities and execution of datamanagement/customer services activities ensuring that output is accurate and on time, working as the first escalation level forTier 2 agents.➢ Responsible for monitoring performance of agreed Service Levels, reporting and checking existing Ticket Backlog.➢ Supporting Team Leaders with client engagement,ensuring all information is accurate and provided on time.➢ Supporting Team Leaders with resolution of client escalations, in performing Root Cause Analysis to escalated issues andassisting with appropriate and effective corrective actions and solutions to satisfy the client.➢ Supporting Team Leaders with Change Requests and estimation of resource requirements.➢ Supporting Team Leaders in documenting and maintaining Operational Issues Log where required.➢ Contributing to team meetings and raising any issues immediately to Team Leaders.➢ Responsible for the resolution of technical/functional issues escalated from the team and ensuring all system issues arereported correctly and tickets logged with the necessary details and evidences for them to be investigated.➢ Ensuring regular updates of DWIs, FAQs, case management knowledge databases, and other process guidelines in line withthe global standards and cascades information and updates to team members.➢ Creating content and delivering training for assigned areas of expertise.➢ Upskill and develop team members through training delivery and coaching to enable them to fulfill their role.➢ Responsible for ensuring the team are upskilled in upcoming changes and processes are updated where needed.➢ Coordinate with Team Leaders to establish the training plan for new joiners, ensuring that Client Specific Training iscompleted.➢ SOC Controls completed on time and with the necessary evidence. Show less

Granada

➢ Contributing and being part of the team responsible for the support and execution of payroll activities and datamanagement/customer services activities ensuring that output is accurate and on time.➢ Supporting Payroll so they are delivered as per the agreed processing calendar and to the agreed KPIs.➢ Using Payroll expertise to advise upon client queries/issues and ensure a good understanding of country-specificlegislation and tasks.➢ Ensuring Data Management is… Show more ➢ Contributing and being part of the team responsible for the support and execution of payroll activities and datamanagement/customer services activities ensuring that output is accurate and on time.➢ Supporting Payroll so they are delivered as per the agreed processing calendar and to the agreed KPIs.➢ Using Payroll expertise to advise upon client queries/issues and ensure a good understanding of country-specificlegislation and tasks.➢ Ensuring Data Management is performed accurately and on time.➢ Ensuring Tickets and Calls are responded within SLA timescales and to a high standard.➢ Following Detailed Working Instructions and highlighting any gaps/inconsistencies in the documentation.➢ Supporting the updating of DWIs.➢ SOC Controls completed on time and with the necessary evidence.➢ Time Recording completed on time and accurately.➢ Ability to recognize and deal appropriately with sensitive and confidential information.➢ Successful completion of all learning objectives.➢ 100% Attainment of customer SLA agreements.➢ Adherence to quality standards.➢ Demonstrate professionalism and act responsibly. Show less

Amman, Jordan

➢ Corresponding with clients via e-mail and telephone.➢ Responsible for handling clients' queries and accounts.➢ Providing advice regarding travel in Jordan and Jerusalem.➢ Designing travel itineraries based on clients’ requirements.

Amman, Jordan

• Increase quality and professionalism of CRP English Program.• Train and coach volunteer teachers.• Plan program structure and oversee curriculums for classes at beginner, intermediate, and advanced levels.• Monitor quality of classes.• Expansion of CRP English Program to include youth and teen classes and launch E-Learning English Lessons.• Implement pre- and post-evaluations.

Amman, Jordan

➢ Interacting meaningfully with the refugee community in Nuzha, promoting social cohesion and learning about thechallenges that urban refugees face.➢ Planning, preparing, leading of English teaching as well as psychosocial activity programme ( topics, lesson plan,psychosocial activities, games).➢ Providing language lessons for young adults at intermediate and advanced levels.➢ Pre and post assessments.➢ Ensuring any learning issues are identified, assessed and… Show more ➢ Interacting meaningfully with the refugee community in Nuzha, promoting social cohesion and learning about thechallenges that urban refugees face.➢ Planning, preparing, leading of English teaching as well as psychosocial activity programme ( topics, lesson plan,psychosocial activities, games).➢ Providing language lessons for young adults at intermediate and advanced levels.➢ Pre and post assessments.➢ Ensuring any learning issues are identified, assessed and resolved.➢ Maintaining a safe and comfortable learning environment for all students. Show less

Amman, Jordan

➢ Corresponding with clients via e-mail and telephone.➢ Responsible for handling clients' queries and accounts. ➢ Providing advice regarding travel in Jordan and Jerusalem.➢ Designing travel itineraries based on clients’ requirements.➢ Booking tours in Jordan and Jerusalem.

Amman Governorate, Jordan

➢ Interacting meaningfully with the refugee community in Hashemi Shamali, helping members of the communityand learning about the challenges that urban refugees face.➢ Leading and organising programmes and activities with relative autonomy.➢ Planning and preparation of teaching and activity programme for summer camp.➢ Developing teaching programme ( topics, lesson plan, word of the day, readings, activities, games).➢ Ensuring any learning issues are identified, assessed and… Show more ➢ Interacting meaningfully with the refugee community in Hashemi Shamali, helping members of the communityand learning about the challenges that urban refugees face.➢ Leading and organising programmes and activities with relative autonomy.➢ Planning and preparation of teaching and activity programme for summer camp.➢ Developing teaching programme ( topics, lesson plan, word of the day, readings, activities, games).➢ Ensuring any learning issues are identified, assessed and resolved.➢ Maintaining a safe and comfortable learning environment for all students. Show less

➢ Corresponding with clients via e-mail and telephone.➢ Responsible for handling clients’ queries and accounts.➢ Providing advice regarding travel in Jordan.➢ Designing travel itineraries based on clients’ requirements.➢ Booking tours in Jordan.

Italian – English / English - ItalianSpanish – English / English - SpanishFrench – English / French - ItalianTopics covered tourism, hospitality, cultural heritage, websites and project proposals.

• Managing the operations of 5 members of staff, ensuring that the diary is being managed correctly to allow the smooth running of the practice.• Creating effective lines of communication between the physiotherapy and various Middle Eastern embassy’s.• Presenting an exceptional level of services to clients or any other personnel upon their arrival to the practice.• Dealing with both inbound and outbound calls and information; ensuring all details are recorded accurately. •… Show more • Managing the operations of 5 members of staff, ensuring that the diary is being managed correctly to allow the smooth running of the practice.• Creating effective lines of communication between the physiotherapy and various Middle Eastern embassy’s.• Presenting an exceptional level of services to clients or any other personnel upon their arrival to the practice.• Dealing with both inbound and outbound calls and information; ensuring all details are recorded accurately. • Ensuring that all information is accurately logged and archived for future reference.• Providing regular reports to senior members of staff on general practice operations.• Liaising with the insurance companies and various other third parties.• Dealing with all correspondence and sending out emails and letters to the correct recipients• Processing incoming invoices and producing invoices for clients. Show less

• Responsible for greeting visitors and customers and made sure they felt welcome upon their arrival.• Answering phones and supporting clients with any general enquires that they may have. • Providing fully comprehensive administrative support with all operations across the facility.• Booking appointments, keeping reception area tidy and presentable.• Sorting and distributing the post daily.

• Providing language lessons for children and adults at beginner, intermediate and advanced levels in Seville (Spain). • Dealing with the planning and preparing of teaching activities for students.• Providing plans for the teaching and development of each individual student.• Adapting teaching style in line with the learning methods of each student.• Ensuring any learning issues are identified, assessed and resolved.• Maintaining a safe and comfortable learning environment… Show more • Providing language lessons for children and adults at beginner, intermediate and advanced levels in Seville (Spain). • Dealing with the planning and preparing of teaching activities for students.• Providing plans for the teaching and development of each individual student.• Adapting teaching style in line with the learning methods of each student.• Ensuring any learning issues are identified, assessed and resolved.• Maintaining a safe and comfortable learning environment for all students. Show less

European Specialisation Course In “Diplomatic Law And International Relations”, Diplomatic Law And International Relations

Mark: 2.27 /8.21 - Equivalent To A First Class Honours, Arabic (Language And Literature)

Diploma Excel Intermediate

Diploma Excel L1