Marta Gatti Email & Phone Number

Zurich, Zurich, Switzerland

Männedorf, Zurich, Switzerland

• Define technical solutions based on collected requirements for the B2B Client Service team.• Manage, refine, and prioritize the product backlog (on JIRA), to maximize product's value.• Participate in SCRUM ceremonies; plan and define the product increment for the SCRUM team.• Acceptance test all functionalities developed, in order to plan releases and overall pre- and post-rollout activities.

• Manage the stakeholders from the analysis phase to the product's development and realization, including active participation to the Steering Committees.• Manage, refine, and prioritize the product backlog, to maximize product's value.• Participate in SCRUM ceremonies; plan and define the product increment for the SCRUM team.• Plan releases and overall pre- and post-rollout activities.

Männedorf (Zh)

• Stakeholders’ relationship and management.• Review knowledge transfer execution by providing risk assessment and reporting progress status.• Work closely with process experts to ensure effective knowledge transfer.• Monitor team members' performances and propose mitigating actions for all relevant areas.

Männedorf (Zh)

• Define technical solutions based on collected requirements.• Oversee the development of ServiceNow processes, features and functionalities, according to business needs and requirements.• Manage, refine, and prioritize the product backlog through JIRA.• Participate in SCRUM ceremonies (daily Scrum and Retrospective, Review, Sprint Planning).• Acceptance test all functionalities developed for the B2C Customer Service.

Männedorf, Zürich

> Lead 1st (until March 2017) and 2nd Level Customer Service, enhancing, managing and developing team members. Lead annual performance dialogues and evaluations> Support all global Online Customer Services (internal and outsourced)> Plan, organize and lead training for Online Customer Service teams (internal and outsourced), creating and updating training materials (manuals and presentations)> Lead and manage transition from internal Customer Service to outsourced company, acting as main point of contact for Project Leader and outsourced company> Support project and process integrations for business adaptations, participating to projects and workshop with a consumer centric approach

Männedorf, Zürich

> Lead Online Customer Service training for new starters> Quantitative and qualitative supervision> Handle customers’ complaints escalations> Workload and shift organization

Zürich Area, Svizzera

> Direct contact with Online customers via email, phone and LiveChat (EN, IT and DE), for Swarovski.com, Chamilia.com, Lolaandgrace.com and Swarovskioptik.com> SAP P10 and P60> Act as contact point between customers and the business/ third parties (e.g. delivery partners)> Ensure qualitative and quantitative Service Level Agreement (SLA)

Torri Di Quartesolo, Vicenza

> Sell cloths and underwear> Shop windows preparation> Till

Vicenza, Italia

> Sell cloths and shoes> Shop windows preparation> Till

Vicenza, Italia

Translation to chinese-speaking parents of their children’s school reportsTraduzione delle schede di valutazione di studenti stranieri dall'italiano al cinese, spiegazione dellestesse ai genitori in lingua cinese

> Exhibitions openings> Till

Laurea Magistrale Lm, Lingue E Istituzioni Dell'Asia Orientale

Laurea Triennale, Lingue Orientali- Cinese