Mario Tebaldi Email & Phone Number

Amsterdam, North Holland, Netherlands

-Manage, develop and coach a team to ensure the development of individuals within the organization. Translate company and departmental goals into team and personal objectives.-Responsible for identifying and hiring talent to support the team objectives-Track and monitor performance levels and manage underperformance. Conduct 1-2-1 and team meetings to maintain focus and motivation.-Implement and execute company policies and procedures and setting priorities.-Provide input when defining the team OKR/KPI/SLAs in cooperation with the team and Sr/Finance Operations Manager. Manage and achieve departmental OKR/KPI/SLAs in line with the business strategy.-Monitors current and incoming workload for the team and ensures an even distribution of tasks/responsibilities. Assures high quality as well as productivity standards within the team. Decision maker with regards to escalations. -Build strong relationships with other departments within the company. -Work with team and stakeholders to provide business support and drive process improvements. Provide business support on a range of ad-hoc/cross-functional projects and strategic initiatives.-Actively interacts with the product communities within Booking.com to understand developments in the company's products and the impact that has on her/his team. Support new product implementations and integrations, acting as advisor in their discipline while also assessing impact on the team’s operations.-Establish a reporting and control framework which supports decision making, accountability, and process improvements, keeping in mind control environment and compliance requirements.-Ensure SOx/Business Critical controls are performed. Keep the controls up to date and implement new ones based on business needs.-Analyzing key trends and variances, and leading production of monthly/quarterly/ad-hoc reporting to the Sr/Finance Managers and stakeholders.

Amsterdam Area

Manage a Team of reporting and process analysts. Including 1:1,guidance on their performance and provide support on their careerdevelopment Monitor Billing processes with values upwards of +12MM invoices/+10BNrevenues per year. Ensure that all the documents are generated on time,accurately and thoroughly. Run controls, reports and analysis that helpunderstand billing performance and identify improvement points. Centralescalation point for all invoicing related issues or query. Cooperate with product and tech teams to implement strategies, definesproduct feature and make process more efficient. Use SQL/Hadoop to identify trends and discrepancies in order toproactively resolve issue and prevent larger impact. Cooperate with ABU, Packages, Flight and Accounting in order to designthe billing flow, performing control and managing communication. Participating to recruiting process and coaching new hires and temporarycolleagues. Control owner of several SOx and Bussiness critical non-SOx controlsrelated to the revenue. Work Closely with Risk & Control in order to optimize internal controlsand comply with laws and regulations. Advice external teams on O2c Processes

Amsterdam, Paesi Bassi

• Ensure that all the documents are generated on time, accurately and thoroughly. Run controls, reports and analysis that help understand billing performance and identify improvement points. Central escalation point for all invoicing related issues or query.• Cooperate with product and tech teams to implement strategies, defines product feature and make process more efficient.• Use SQL/Hadoop to identify trends and discrepancies in order to proactively resolve issue and prevent larger impact.• Cooperate with ABU, Packages, Flight and Accounting in order to set an efficient billing flow for new products.• Participating to recruiting process, coaching new hires and temporary colleagues• Assisting TL with 1:1 and performance review.• Designing a SOx level control for Credit notes. Specific to reconciling the (SC/SD) credit commission values with their debits to ensure that these balance. • Owning and executing the monthly pre-checks to ensure the next billing flow is as accurate as possible.• Work Closely with Risk & Control in order to optimize internal controls and comply with laws and regulations.• Supporting Fraud Team in the creation of Debit Note for commission avoidance.• Participating to recruiting process and mentoring new hire for Billing Team.

Amsterdam, Paesi Bassi

• Monitor overdue debtors, identify and action significant collection risk issues. Drive and monitor daily Credit Control activities.• Ensure that allocation issues are handled satisfactorily by working closely with the Accounts Receivable Team.• Worked together with Credit Risk and Accounts receivable team on collection projects (B.open 2.0, B.Suite legal process, Price match collection, CS-AS/CC communication page, first contact resolution).• Cooperate closely with PS team in order to meet the partner satisfaction and exceed the market targets.

Amsterdam Area, Netherlands

• Supervising staff of customer service representatives. • Handling the TL tasks during the settlement of new Sloterdijk office and managed a team of 15 agents.• Coaching agents on how to improve performance and support in their career development.• Handling the 1:1 sessions and help agents to grow in their role• Take final decisions on refunds or other compensations to customers.

Cambridge, United Kingdom

• Resolve escalated complaints including Fraud and legal cases, sensitive cases, social media complaints and Executive complaints.• Processing payouts and refunds. • Assisting the TL during coaching sessions of new peers• Worked on project to reduce the customer waiting time after the escalation point

Cambridge, United Kingdom

• Liaising between the guests and accommodations.• Supporting colleagues with peer learning • Taking part in new projects and tests • Support in training and onboarding of new colleagues• Thinking out-of-the-box about guests/partners problems that lead to win-win resolution• Promote the Booking.com culture along with colleagues

London Area, United Kingdom

• Supervise and coach a team of 5 sales associates responsible to achieve the monthly shops target• Coaching team member and provide feedback on how to improve performance• Monitor the shops Sales and escalate discrepancies to fraud analysts

Naples Area, Italy

• Management and organization of the Bookings and Cashing up process• Manage the housekeeping schedule• Proactive, anticipates guests needs and looks for suitable solution

Naples Area, Italy

• Manage a team of 10 Logistic Specialists in their daily operational activities• Provide support and advice on complex pending issues. • Cooperate with fraud team in order to identify reasons of discrepancy

Napoli, Italia

• Conducting staff performance reviews. • Directly supervising and coordinating the activities of a contact center • Ensure all KPI’s and targets are achieved