Silvia Bernardo Email & Phone Number

• ✰ OPERATIONAL LEADERSHIP
• Continuous monitoring and assessment of daily, weekly and monthly performance, and driving analytical insights around impacts from People, Processes and Policies, to achieve scorecard KPIs and operational deliverables.
• Ensure that the partner teams have all the skills, quality, technology, processes, procedures & policies necessary to deliver our regional goals both from an operational perspective and from quality perspective.
• Achieve results through others by building strong and successful relationships with all internal and external stakeholders.✰ CHANGE READINESS AND CONTINUOUS IMPROVEMENT
• Initiate/lead/support operational excellence initiatives to achieve savings which could be reinvested for value-added initiatives.
• Initiate/lead/support continuous improvement initiatives to enhance performance and customer experience, leveraging data analysis, Voice of the Customer and Voice of the Teammate on customer-impacting processes.

County Dublin, Ireland

• ✰ REPORTING FOR ALL THE DIFFERENT LOBs IN THE DEPARTMENT
• Create and regularly issue all the weekly and monthly reports for all the different LOBs and markets of the EEC Commercial team both in-house and at partners’ sites, and periodically adjust them according to the needs.
• Create, update and clarify SOPs.
• Create and issue ad hoc reports and deep dives on specific metrics upon requests from the Commercial Leadership team.✰ INITIATE/LEAD/SUPPORT OUTREACH CAMPAIGNS ON BUSINESS UNIT'S REQUESTManage outreach campaigns with.
• Help putting together the quarterly plan, distributing HCs across the different campaigns requested by the BU based on the different level of priority and other dependencies;
• Manage the quarterly plan, reallocating HCs upon request from the BU and monitoring adherence to plan on partners’ side;

County Dublin, Ireland

• ✰ INITIATE/LEAD/SUPPORT OUTREACH CAMPAIGNS ON BUSINESS UNIT'S REQUESTManage outreach campaigns with varying goals from initiation to closure, leading both outsourced and in-house teams.✰ PROCESS & CUSTOMER SATISFACTION.
• Monitor and assess the end-to-end customer journey and the company perception in customer satisfaction surveys, in order to identify trends and provide actionable insights and recommendations to improve customer.
• Act as a point of contact for in-house teammates and overflow partners to feed back into leadership team and BU on customer sentiment and pain points;
• Support ad hoc projects and initiatives;
• Occasionally travel to partners’ sites to support the launch and ensure the effective implementation of specific projects/initiatives.

Dublin

Reporting to the Sales Director, devise, implement and manage the company’s pricing strategy in Valencia and Barcelona markets with the aim of enlarging market share.

Valencia, Spain

✰ SALES COORDINATIONDirectly handle enquiries (telephone calls/e-mails); train and coordinate the sales team, reporting to management on its performance; provide support to agents for marketing, product and pricing queries; act as key contact point for suppliers to maintain relationship; identify and contact potential partners; check the information on the.

Valencia, Spain

Deal with administrative management of a real estate agency which was partner of the “Ministry of Housing”: customer service (dealing with enquiries both on the phone and via e-mail, handle complaints); sales team coordination (call screening, diary management); in cooperation with the back-office, management of all the procedures related to tenancy, both.

Valencia, Spain

Provide customer service to foreign customers (dealing with queries and complaints both on the phone and via e-mail); call screening; identify and contact potential exhibitors to drive attendance at the event; log information on the company database; translate e-mails as well as catalogue/leaflet texts.Notable accomplishments:✔ Successfully handled a.

Diploma In Project Management, 79% Merit

Short Course Certificate In "Applied Communications And Customer Care Management".

Bachelor, International And Diplomatic Relations