Laura Ciollaro Email & Phone Number

- Analysed, cleaned, and interpreted data to derive actionable insights, enhancing decision-making processes.- Built operational trackers and checklists, daily tracking of activities and services while documenting and improving processes to enable effective delivery of multiple products to clients and end users.- Created and maintained a reporting system and dashboard to give the commercial team essential visibility of key client information, supporting the client team to drive… Show more - Analysed, cleaned, and interpreted data to derive actionable insights, enhancing decision-making processes.- Built operational trackers and checklists, daily tracking of activities and services while documenting and improving processes to enable effective delivery of multiple products to clients and end users.- Created and maintained a reporting system and dashboard to give the commercial team essential visibility of key client information, supporting the client team to drive commercial growth. - Supported and coordinated the recruitment and training of Operations Administrative Assistant and the onboarding process for the Head of Service Delivery ensuring seamless team integration and workflow efficiency. Show less

London, England, United Kingdom

- Mapped and documented processes- Daily running of operations and monitoring activities to ensure smooth service delivery- Customer support and communication and maintaining clear communication with customers.- Implemented a new ticketing system- Implemented and maintained a Q&A platform for Coaches.- Created new coaching supervision processes and systems.- Coaches management and support (onboarding and offboarding new coaches,providing training and support… Show more - Mapped and documented processes- Daily running of operations and monitoring activities to ensure smooth service delivery- Customer support and communication and maintaining clear communication with customers.- Implemented a new ticketing system- Implemented and maintained a Q&A platform for Coaches.- Created new coaching supervision processes and systems.- Coaches management and support (onboarding and offboarding new coaches,providing training and support, maintaining coach databases and documentation..) Show less

Oxford, United Kingdom

- Developed new processes and work instructions for the customer service team to deliver a better customer service experience. - Managed communications with the CS team to keep them informed about changes in processes and activities and training for the CS team (New systems/ new features/processes)- Monitored CS cases on CRM - to ensure complaints and quality cases were solved within SLA- Supported the implementation of Salesforce and Power-BI within the Sales and Customer Service… Show more - Developed new processes and work instructions for the customer service team to deliver a better customer service experience. - Managed communications with the CS team to keep them informed about changes in processes and activities and training for the CS team (New systems/ new features/processes)- Monitored CS cases on CRM - to ensure complaints and quality cases were solved within SLA- Supported the implementation of Salesforce and Power-BI within the Sales and Customer Service Teams - testing, training, feedback, and process integration to ensure correct use and reporting.- Post-acquisition integration activities and support (operations, processes and systems) Show less

Oxford, United Kingdom

- Supervised a team of nine Customer Service Associates/Key Account Specialists focused on providing a high level of customer satisfaction, taking ownership and responsibility for the team’s tasks assigned, ensuring deadlines and service level standards are achieved;- Provided relevant customer/sales order information to management (principally via Excel reports);- Ensured information and products are provided efficiently and on time to customers, accurate data entry of customer orders… Show more - Supervised a team of nine Customer Service Associates/Key Account Specialists focused on providing a high level of customer satisfaction, taking ownership and responsibility for the team’s tasks assigned, ensuring deadlines and service level standards are achieved;- Provided relevant customer/sales order information to management (principally via Excel reports);- Ensured information and products are provided efficiently and on time to customers, accurate data entry of customer orders and accurate updating of the Customer Record Management (CRM) system per company procedures and guidelines; - Giving presentations about CS activities and info, data to other departments (Quality and production, Sales managers, Sales Director)- Led the team and maintained a consistent quality of service delivery through changes in the organisation:The move of the main production site from the US to a different country at the end of 2017, caused a major back-order situation that lasted for over a year.Acquisitions of two companies in the medical sector. From 2017 to 2018, this Increased the number of monthly orders by 29.06% and the number of monthly customer calls by 61.35%. This increase was incorporated into the workload of the current resources.Change of CRM tool. Transition to Salesforce. I was trained as a super user/trainer as this was an important change that required the team to be trained and supported.Introduction of the order automation system EDI. This extremely relevant project aimed to move manual processing to automatic processing of orders.- Supported the implementation of the order automation system EDI through testing and liaising with other departments such as IT, finance and colleagues in the headquarters in the US.- Training, coaching and supervising, engaging in annual performance evaluations. Leading interviewing and hiring process Show less

Oxford, United Kingdom

Oxford, United Kingdom

Milan, Lombardy, Italy

Milan, Lombardy, Italy

Ibm Data Analyst Professional Certificate

Wellbeing Coaching, Physical Education Teaching And Coaching

Introduction To Coaching, Counseling Psychology

Course Objectives: 1. To understand coaching as an educational tool helping others to achieve change in their lives. 2. To have.

Master'S Degree, Master, Administration Finance And Control

Activities and Societies: Company types, Financial reporting, Marketing strategy, Financial strategy and Excel finance

Government And Administration, Political Science