Maria Fiorillo Email & Phone Number

Edinburgh, United Kingdom

Edinburgh, United Kingdom

Edinburgh, United Kingdom

Post sales support at the Apple Genius Bar.

Edinburgh, United Kingdom

Managing, coaching and appraising the performance of all team members.Planning and organizing team member development.Proactively reviewing team members on the process of continuous improvement and implement changes to working practices/ processes that will enhance effectiveness and efficiency.Delivering client satisfaction on quality and service levels, through ensuring that the team and hence the individual achieves the Service Level Agreements.Creating and interpreting utilization reportsMeasure and tracking performance against established goalsAttending weekly conference calls with the clientProvides reports as required by the Account ManagerMaintain forecasting / scheduling / real-time management requirementsIdentifying and offering solutions for operational and service problemsMeeting and exceeding SOE targets

Edinburgh, United Kingdom

Delivering training, coaching and driving the development of the UK and French teamsCompleting quality monitoring on customer contact and cases and providing feedback Liaising with the client on high profile cases - legal, PR issues, MD complaintsAttending weekly conference calls with the clientUnderstanding the driving factors of cases being received and providing feedback and assistance on process improvement and key areas of learningDocumentation of training materials Providing feedback to Tier 1 and Tier 2 support to reduce number of escalations to Customer RelationsAnalysing data and cases to establish key learnings and drive actions Providing weekly/monthly feedback to the client on focus areasReviewing cases to ensure that training is effective. Stand-in EMEA Program Manager

Edinburgh, United Kingdom

Providing ownership and responsibility for escalated customer issuesBeing a subject matter expert via case handling, business rules, process, systems knowledge and expertise to manage the customer perspective where the customer experience to has not been good. To manage the queues and work flows for escalations in an effective mannerTo provide support to L1, L2 and L4.Provide regular feedback to other sites complete with case analysis in a structured manner so that key learnings can be gatheredProvide regular feedback to L4 with case analysis in a structured mannerProvide feedback and suggestions on reducing escalations through identifying changes to processes or through increasing knowledge and skills

Edinburgh, United Kingdom

Tier 2 support for a team specialising in the sale of Speech Recognition, OCR and PDF editing software.Monitoring agents, providing feedback and reportingPreparing and providing trainingCoachingHandling written and verbal escalationsControlling escalations to Tier 3Taking part in and leading conference calls with Tier 3Allocating workload to ensure SLA’s are metUpdating and providing reports as requiredAllocating work to agents

Edinburgh, United Kingdom

Technical support for Speech Recognition, OCR and PDF editing software.Providing telephone and email support to software end users.Providing English and Italian technical support.Providing remote desktop support.Utilising resources to resolve or when necessary, escalate cases in a timely mannerAiming to provide resolution on first contact in 85% of casesDocument all contact according to company proceduresTroubleshooting hardware and software issues

Edinburgh, United Kingdom

Providing telephone and email support to third party developers enrolling into the Developer Programs for a leading tech company.Assisting paying and non paying members of the program.Assisting developers with paid memberships who have certain electronic assets which enable them to access privileged information and downloads. Involved renewing and general support with these assets. Providing English and Italian support.Screening company applications to the Developer Program - for developers who have 500 or more employees who are creating proprietary in-house applications.

Benevento

Teaching monolingual classes of up to 12 students.Teaching adult learners from beginner to advanced levelsTeaching young learners of all levels, aged 5+.Lesson planning according to school curriculum.Teaching in preparation for Cambridge ESOL examinations.Exam marking.Exam invigilating.Ongoing monitoring and feedback of students and teachers.Trimesterly compiling of student report cards.

Scottish Borders

Resource management BuyingCustomer ServiceAccounting and payrollStaff rotasStaff training and recruitmentInventoryPayrollBankingAdvertising and promotionEnsuring compliance of employment law, licensing laws, and Hazard Analysis and Critical Control Points.