Project manager for implementation services provided to Clients.* Managing efforts of Visa technical and business resources required to implement new and add-on Visa products and services.* Responsible for gathering, documenting project requirements while providing client consultative guidance on regulations, fees, features, and functionality.* Ensuring required project documentation is completed providing client consultancy where necessary.* Responsible for managing in a matrixed fashion the efforts of Visa technical and business resources, as well as Client, 3rd party resources and other project managers.* Providing stakeholders with status reporting. Including responsibility for projects that are more complex in nature.

• Acting as a key point of contact for a breadth of client queries (all Visa services, systems, products and policies) and complaints. • Identifying clients’ requirements and provides appropriate solutions, escalating more complex or sensitive issues. • Providing support to clients to agreed standards of efficiency and quality.• Building and maintaining knowledge of all Visa products and policies to ensure quality client issue resolution and client satisfaction.• Ensuring effective and excellent written and verbal communication skills• Creating and delivering presentations to the external clients and representing the Visa Brand effectively. • Provides out of hours support during Incidents ensuring internal and external stakeholder communication is up to date.

- Provide the first point of contact for all incoming queries from customers and distributors.- Receive and respond to emails, phone and Skype calls and ensure that all queries are recorded, progressed and resolved.- Follow up with customers and distributors to ensure that issues have been resolved.- Provide intensive training and support for new customers both on site and/or over the phone.- Provide ongoing training for existing customers and distributors on new products and product enhancements.- Liaise closely with Sales, Finance and Technical Support to ensure that customers expectations are met.- Work as part of Key Account teams - Look out for sales opportunities and ensure they are communicated to the correct team.- Contribute to new product development and implementation.- Travel nationally and internationally to provide on-site support and training and represent the company at exhibitions, trade shows and events as and when required.

*Training new employees, Providing re-training*Floor support and personal one-to-one coaching*Creation, maintenance and translation of service agent manuals and guides.*Ensuring that statutory training requirements are met*Evaluating training and development programmes*Working in a team to produce programmes that are satisfactory to all relevant parties in an organisation, such as line managers, accountants and senior managers at board level*Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment

*Ensuring an outstanding customer service with specific responsibility for the Italian market, respecting all KPIs in a professional manner.*Managing customer's requests and giving billing and technical support with excellent customer service to over 80 customers per day.*Continued development of excellent IT skills including advanced learning in many different IT applications.*Ability to handle different requests simultaneously ensuring quality responses are provided.*Providing cover and mentoring for colleagues in my section.*Undertake a wide range of clerical and administrative duties.*Responsible for raising various works orders to deal with customer's enquiries, ensuring tasks are completed to the customer's satisfaction.

•8 years in a fast paced and dynamic, Customer focused environment •Managing customer’s requests and giving billing support for a known Italian Telecom Carrier. •Supervision and performance management to ensure fantastic results. •Providing excellent customer service to over 50 customers per day •Working within a very tight time frame and parameters, along with problem identification and a solution orientated approach •Excellent IT skills with comprehensive understanding of IT applications including Word, Excel etc. •Comprehensive communication, using my extensive languages.