- Identify, isolate, reproduce, and track defects using Jira/Zephyr- Create, review, maintain and execute detailed test plans and test cases to ensure coverage of all product requirements and the reliability of software applications- Develop and execute functional, regression, sanity, system, and user acceptance testing - Conduct exploratory testing to ensure comprehensive testing coverage- Collaborate with development and product teams to identify and prioritize testing needs and suggest solutions to ensure the highest quality of product- Work with cross-functional teams to identify and resolve issues, and improve the overall product quality- Promote and ensure that Quality Assurance gates are constantly being followed and improved

- Support Directors in the day-to-day work as a corporate service provider;- Manage incorporation of companies and onboarding of new clients;- Back office duties such as payslips and VAT accounting;- Registration of intellectual properties and trademark specialist;- Communicate with clients and handle client requests; - Ensuring the firm’s compliance with laws & regulations; - Draft & review contracts and resolutions;- Provide support and assistance with administrative work.

- Coordinate the US and Canadian customer support team of 15 representatives in a medical project;- Monitor and coaching to identify areas of opportunity to improve KPIs and ensure that SOPs are followed;- Monitor the quality of the team reviewing and scoring calls to ensure quality performances;- Deep dive analysis to improve the quality of the team;- Educate, motivate, lead, guide and direct all assigned associates to reach their highest potential in terms of service metrics, KPIs and career goals;- Analyze data to identify performance trends for daily/weekly reports and to develop action plans for continuous improvement.- Communicate with Partners and Clients to accurately process orders, follow-up, and fulfill customers’ needs;- Cooperate with the Training team to facilitate training and with Quality team to guarantee the quality standards are achieved.

- Manage daily workload for a team of 15 - 40 advisors (chat, social media and e-mail channels) in a gaming project;- Understand the needs of the team and the requests that come from the Client and provide daily feedback to Operation Mananager;- Coach and monitor the members of the team on a weekly basis to measure and improve the productivity of the team understanding the Root Cause;- KPIs performance analysis;- Ensuring the accomplishment of the Key Performance Indicators and Service Level Agreement;- Provide real-time support to the Customer Service and real-time performance management with hourly/daily team reports

- Assist the customer using Helpshift™ (mobile CRM);- Technical support and troubleshooting;- Prioritize daily tasks in order to achieve CSAT, CPH, Quality, SLA- Point of contact between italian customer support and the client;- Analysis of trends, community feedback and suggestions to improve the customer satisfaction and community perspective of the brand;- Daily communication with the Game Specialized Team to improve the games functionality;- Work in team to improve procedures and optimize the processes;- Data analysis and trend report.

Attend to visitors and deal with inquiries on the phone and face to face.Check-in and Check-out. I took care of the web content, newsletter and social media of the company too.

Manager assistant in the Educational Department of the museum. Organization and management of educational workshops offered to schools.Guided tours in the museum aimed to italian visitors.

Planning and organization of fairs, meetings and exhibitions, PR and online/offline communication.Produce detailed proposals, manage and coordinate suppliers and all event logistics.Liaise with marketing team to publicise and promote the event, manage the team of staff, giving full briefings in order to fulfill the the client expectations.

Office work in the University Library.Front desk and inventory.