Daniele Bacchion

Project Operation Manager

Talento

Ferrara, Ferrara1 EUR/oraMembro dal 2 marzo 2024

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customer service agent business analystproject operation manager

Info

I am eager to express my keen interest in your Team. With over a decade of experience in BPO, I have excelled in steering operations amid high-pressure scenarios. Throughout my career, I have adeptly led teams exceeding 400 members, managing shifts, schedules and PTO requests to ensure operational excellence.

Thriving in demanding environments, I have played a pivotal role in achieving corporate objectives to reach the death-line of the delivery projectand revenue. My collaborative approach extends seamlessly across HR, Training, and Quality Analyst departments, where I implemented Lean, Six Sigma, Agile, Waterfall and Grow programs, showcasing strong teamwork. Possessing professional English proficiency and adept negotiation skills with stakeholders, I bring a valuable skill set to the table.

Furthermore, my background in hospitality enhances my relational skills and customer service capabilities. I am confident that my dedication to quality and efficiency will positively impact your team. I am available for an interview to discuss how my experience aligns with your company's requirements.

Esperienza

Operational supervisor Manager Concentrix CVG International Sp. z o.o. Katowice - Ryanair

Key Responsibilities

Responsibility for multilingual account in Customer Care.
Offering support via multiple channels - voice, email, web forms and social media
Build complex project plans.
Maintain operation’s wellness.
Nurturing client relationship.

Financial

Analysis & Deliver Estimations

Skills

Analytical Skills

· Negotiation

· Customer Relationship Management (CRM)

· Salesforce.com

· Change Management

· Finance

· Data Analysis

· Operations Management

· Data Visualization

· Microsoft Office

· Microsoft Excel

· Microsoft Power BI

· Coaching

· Teamwork

· Presentation Skills

· Decision-Making

· Communication

· Multitasking

· Data Analytics

Monitor volumes and discern trends and proceed with corresponding reporting
Financial Analysis & Deliver Estimations

Operational Supervisor Teleperformance Athens - N26 online bank - Volkswagen group - operational part end electrical part

Data Analysis
Daily KPI reporting
Agent supervision and coaching
Team coordination
Attend recurrent training's published by the Client/Company on a regular basis
Direct staff in the development, analysis, and preparation of reports

Responsible for staff scheduling to include: work assignments, employee vacations, employee breaks, overtime assignment, back-up for absent employees1. Data Analysis 2. Daily KPI reporting

Agent supervision and coaching 4. Team coordination 5. Attend recurrent trainings published by the Client/Company on a regular basis 6. Direct staff in the development, analysis, and preparation of reports 7.

Responsible for staff scheduling to include: work assignments, employee vacations, employee breaks, overtime assignment, back-up for absent employees

Skills: English · Stakeholder Management · Project Management Office (PMO) · Corrective Actions · Contingency Planning · Budget Tracking · Team Leadership · Project Coordination · Problem Solving

01.2019 – 08.2020

Operation Ground Project Manager MSC Venice

Key Responsibilities

Responsibility for multilingual account in Customer Care.
Offering support via multiple channels - voice, email, web forms and social media
Build complex project plans.
Maintain operation’s wellness.
Nurturing client relationship.