Carmen Scotelli Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

-Support Dublin and our outsourced partner regards scheduling across sites- Support the scheduling of events e.g. Townhalls, Wellness etc as required- Maximise efficiency through optimizing human resources, scheduling, annual leave, shift swaps,absenteeism, bridging gaps in capacity, and planning for the unexpected- Optimise intra-day resourcing to achieve best service outcomes- Coordinating overtime allocations, reporting on activities completed- Oversee the approval of all schedule impacting activity e.g. annual leave, shift swaps, slides.-Support the WFM manager for forecasts and budgeting.- The maintenance of CCE headcount- Ownership of scheduling and capacity accuracy & efficiency.- Deliver on-time accurate, schedules and capacity planning.- Provide projected service level, abandon rate, and associated metric forecasts. (In conjunctionwith WFM Manager)-Maximise efficiency through optimizing human resources, scheduling, annual leave, shift swaps,absenteeism, bridging gaps in capacity, and planning for the unexpected.-Calculation and provision of shrinkage data.- Optimise intra-day resourcing to achieve best service outcomes

Dublin, County Dublin, Ireland

-Be a point of contact for intra-day queries from our outsourced partner- Support Dublin and our outsourced partner regards scheduling across sites-Optimize daily schedules, add off queue activities, e.g. chat, email, daily meetings- Optimize intra-day resourcing to achieve best service outcomes- Monitor and manage staffing allocation and availability of CCE advisors across channels-Compile and report on absenteeism, flexibility working options etc-Improve team adherence by working directly with Team Managers by providing insights onspecific instances of failings- Manage advisor skilling across all channels- Reporting against unplanned events impacts and volumes-Support the scheduling of events e.g. Townhalls, Wellness etc as required- Action escalated issues and ad-hoc requests-Act as an escalation point for system outages and POC for the CCE-Provide real-time analysis-Maintenance of CCE absenteeism registers- Audit user interaction and changes within workforce management systems-Maximise efficiency through optimizing human resources, scheduling, annual leave, shift swaps,absenteeism, bridging gaps in capacity, and planning for the unexpected -Support WFM team with ad-hoc requests from different part of the business

Dublin, Leinster, Ireland

Barcelona Area, Spain

Having built up a solid base of experience within Adecco Outsourcing, moved over to GIS to take a lead at the main T1 Reception in Barcelona, primarily handling International Clientele as they depart Barcelona Airport, this includes checking stock levels, mapping clientele entries and dealing with complaints and issues and ensuring that the relationship between the VIP Lounge and the customer is not sullied.

Barcelona Area, Spain

Main tasks included – Checking in customers, ensuring that stock in the VIP lounge were at correct levels, engaging with clientele (face to face) – checking on requirements and ensuring that the Barcelona T1 VIP Lounge was calibrated to a high level.

Canarias

Main tasks included – handling the day to day running of the Entertainment of several hotels based in Northern Fuerteventura, as well as having a customer facing role of ensuring that customers enjoy their overall experience at the “La Branda” hotel chain.

Travel Manager Qualification & Amadeus Title

Licentiate Degree, Lenguajes Europeos