I own the agent-facing tools for the entire GSO user population and serve as the translator between Product & Engineering and GSO users. I initiate programs, coordinate efforts among internal teams and Product stakeholders, and develop effective timelines to ensure projects meet deadlines. I drive new products and features through the development process, gather and create product requirements and specifications, and review and test code to ensure proper functionality. In addition, I use my technical expertise and experience to propose solutions to technical constraints, provide expertise for escalated quality problems, and identify technical impacts on the organization. My ultimate goal is to ensure that our Marketplace Tools and Workflow are optimized to provide the best possible experience for our users.

As a Senior Process Specialist, I continued to monitor country performance for Contacts and Refunds, report to EMEA Senior Customer Operations Management (remote), and mitigate risk of financial loss and operational challenges in Italy. In addition, I took on new responsibilities, including training and supporting agents from North America Team, being in charge of projects and providing support to the rest of the team, and collaborating with the Sales Departments.

I was the primary point of contact for Italy. I monitored the country's performance for Contacts and Refunds, reported to EMEA Senior Customer Operations Management (remote), and mitigated the risk of financial loss and operational challenges. I identified opportunities to improve Customer Experience and Operations, and drove projects to reduce Contacts and Refunds across all LoBs. Through steady cooperation with Sales and Service Teams, I identified and implemented best practices throughout the deal factory and ensured the best course of action for emerging issues.

I crafted compelling and engaging copy that accurately described each deal and portrayed merchants in the best possible light. I ensured that deal descriptions clearly communicated key selling points and consistently fulfilled our commitment to transparency. Additionally, I provided technical support for multiple regions.

I provided level 2 technical support and problem-solved internal systems while maintaining close contact with other departments. I wrote effective e-commerce offers in Italian and ensured that deals were presented in an attractive manner. Additionally, I introduced amendments to existing content to improve overall quality.