Simona Madeddu, Mba Email & Phone Number

Berlin, Germany

Berlin, Germany

• Coach and counsel to drive improvement in the team.
• Implement and execute company policies and procedures, and set priorities.
• Monitor quality and productivity within the team. Track performance levels and manage under performance.
• Conduct monthly 1-to-1 and quarterly performance reviews with agents to maintain focus and motivation.
• Manage escalated complaints of hoteliers as well as guests by phone and email, if necessary.
• Schedule and distribute tasks and projects within the team.

Dublin, Ireland

• Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal correction action procedures as required.
• Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs
• Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required.
• Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines.
• Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps.

Dublin, Ireland

• Managing and developing a team of 5 credit controllers, 5 self-billing administrators and 2 operators.
• Managing daily/weekly/monthly reports that are used to track key activities and measure departmental performance
• Establishing root cause analysis and communicating efficiently to appropriate departments.
• Identifying training and development needs and managing rolling training programs across key areas of performance for all staff.
• Monitoring individual and team performance against set criteria and requirements of the role including quality of work, attendance, time keeping and sickness, providing feedback to team members
• Ensuring there is adequate cover in line with current resources, also identifying and recommending to Line Manager future resourcing requirements

Dublin, County Dublin, Ireland

• Managed and developed a team of 34 Customer Service Representatives (CSRs), providing staffing, training, and coaching.
• Tracked and analyzed key performance metrics through regular reports to improve departmental productivity.
• Conducted root cause analysis and effectively communicated findings to relevant departments for efficient problem-solving.
• Identified and addressed training and development needs, implementing ongoing programs for performance improvement.
• Ensured optimal staffing levels, interviewing candidates for temporary and permanent positions, and escalating issues to the Line Manager when necessary.

Ireland

• Receive and process incoming calls from customers, identifying and resolving billing issues in an efficient and timely manner.
• Working in conjunction with other departments in order to speed up customer dispute resolution.
• Filling out paperwork and daily reports accurately and correctly.
• Meeting set targets on a daily basis and completing a certain amount of weekly administration tasks.

Dublin

• Develop and validate new methods in accordance with quality procedures
• Provide technical training and support to staff
• Evaluate, install, and validate new instruments
• Investigate atypical results and quality system failure

Data Analytics, Data Processing

9-week intensive coding bootcamp, covering various aspects of data analysis and manipulation. Collection of data from diverse sources like.

Master Of Business Administration (Mba), International Finance, Merit

Dissertation titled “Critical Factors behind Mergers and Acquisitions in the EU healthcare logistic market”

German A1.3-A1.4

German A1.1-A1.2

Master Of Science (Msc), Chemistry, First Class Honours

Research Thesis in Organometallic chemistry: Reducing properties of 1,2-diaryl-1,2-disodiumethanes.

Business Administration And Management, General

Master Of Business Administration - Mba, Finance