Marta Marchese Email & Phone Number

Berlin, Germany

- Lead and manage a team of Customer Service Agents, ensuring they deliver exceptional customer service to internal and external customers.- Monitor and report on KPIs, including availability, quality, customer satisfaction, and other metrics, and ensure the team meets or exceeds set targets.- Develop and coach the team to improve their skills and performance, and conduct regular employee jour fixe to provide feedback, guidance, and support.- Plan and manage the team’s workload and… Show more - Lead and manage a team of Customer Service Agents, ensuring they deliver exceptional customer service to internal and external customers.- Monitor and report on KPIs, including availability, quality, customer satisfaction, and other metrics, and ensure the team meets or exceeds set targets.- Develop and coach the team to improve their skills and performance, and conduct regular employee jour fixe to provide feedback, guidance, and support.- Plan and manage the team’s workload and schedule to ensure adequate coverage and optimal use of resources.- Handle complaints and escalations from customers and resolve issues to ensure customer satisfaction.- Identify process enhancements and improvements to improve customer service delivery and streamline operations. Show less

Berlin, Germany

- Provide technical support to the Glibal Operations Manager in the realization of projects for the implementation of new services and management of day-to-day operations at Bosch SO international sites- Support of the Global Service Delivery Team during the implementation and operational phase of services at the operational sites by consulting and experience transfer- Technical Support in planning, preparation, implementation and optimization of the service according to customer… Show more - Provide technical support to the Glibal Operations Manager in the realization of projects for the implementation of new services and management of day-to-day operations at Bosch SO international sites- Support of the Global Service Delivery Team during the implementation and operational phase of services at the operational sites by consulting and experience transfer- Technical Support in planning, preparation, implementation and optimization of the service according to customer requirements- Part of the Global Service Delivery Team SKM and contact person for worldwide local operational Mobility Service Teams, in particular OPMs and Team Leaders- Processing and resolution of client requests BMW- Support in the creation and monitoring of service KPIs and quality tools Show less

Berlin, Germany

- Taking ownership for team results and provide daily leadership to a team of multilingual senior agents handling urgent and/or sensitive high risk cases to achieve department targets - Managing the process of data analysis, feedback and recommendations for improvements by the team, focused on preventing issues from becoming complaints or escalated issues - Serving as an expert Team Lead that supports Senior CS Guest / Partner Specialists and CS Guest /Partner Team Leads with questions… Show more - Taking ownership for team results and provide daily leadership to a team of multilingual senior agents handling urgent and/or sensitive high risk cases to achieve department targets - Managing the process of data analysis, feedback and recommendations for improvements by the team, focused on preventing issues from becoming complaints or escalated issues - Serving as an expert Team Lead that supports Senior CS Guest / Partner Specialists and CS Guest /Partner Team Leads with questions and help drive improvements - Being an effective change manager, who knows how to handle periods of change and lead a team through this by displaying motivating and encouraging behaviors - Understanding development needs and provide coaching, training and support to team members - Effectively using business tools to monitor team performance, quality and adherence - Creating a safe and open team environment where regular and constructive feedback is encouraged - Being a role model for company policies and procedures and ensure the team understands and adheres to them - Being a voice for continuous improvement providing feedback on opportunities and proactively share best practices - Handling guest or partner cases as required Show less

Berlin, Germany

- Performing +100 quality evaluations on CS and AR CS interactions per month - Creating Quality reports on monthly basis and sharing and discussing the results with different stakeholders - Creating and delivering presentations of the monthly quality results to the teams - Providing and discussing feedback with different stakeholders - Participation in the new Hires process, with coaching and feedback sessions - Participation to different projects, main one related to the… Show more - Performing +100 quality evaluations on CS and AR CS interactions per month - Creating Quality reports on monthly basis and sharing and discussing the results with different stakeholders - Creating and delivering presentations of the monthly quality results to the teams - Providing and discussing feedback with different stakeholders - Participation in the new Hires process, with coaching and feedback sessions - Participation to different projects, main one related to the communication of the quality topic on Site level Show less

Master'S Degree, Management Of Cultural Heritage

Bachelor'S Degree, Classical, Ancient Mediterranean And Near Eastern Studies And Archaeology