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Work Background
DexcomTechnical Support Representative
Nov. 2023Vilnius, Vilniaus, Lithuania- Technical support representative. Meeting all the KPIs and ensure a consistent CSAT level. - Quality Evaluator. Evaluating tech support calls to ensure quality and compliance. Deliver clear, actionable feedback to boost agent performance. - Mentor to 4 team cluster members - Go-to resource in team chats, driving consistency and collaboration across the board - Promoter of an AIM project in order to improve mentoring process
DexcomTechnical Support Representative
Nov. 2023Vilnius, Vilniaus, Lithuania- Technical support representative. Meeting all the KPIs and ensure a consistent CSAT level. - Quality Evaluator. Evaluating tech support calls to ensure quality and compliance. Deliver clear, actionable feedback to boost agent performance. - Mentor to 4 team cluster members - Go-to resource in team chats, driving consistency and collaboration across the board - Promoter of an AIM project in order to improve mentoring process
Western UnionAssociate, AML Compliance - Know Your Customer
Jul. 2022 - Jul. 2023Vilnius, Vilniaus, Lithuania- Longest-serving associate of the Italian team - Tutoring and leading Italian speaker's meetings to solve internal issues limited to the management of the cases we work on in order to improve the efficiency of the team - Extra activities performed: mentoring, demonstrations of procedures, involvement in new approaches (pilots), and shadowing sessions in job-related advanced skills not limited to the European site of the company. I have performed 2 OJLs sessions for ECDD procedures and Western Union Digital Banking - Respect of the deadlines and successful achievement of the performance indicators (KPIs)
Western UnionAssociate, AML Compliance - Know Your Customer
Jul. 2022 - Jul. 2023Vilnius, Vilniaus, Lithuania- Longest-serving associate of the Italian team - Tutoring and leading Italian speaker's meetings to solve internal issues limited to the management of the cases we work on in order to improve the efficiency of the team - Extra activities performed: mentoring, demonstrations of procedures, involvement in new approaches (pilots), and shadowing sessions in job-related advanced skills not limited to the European site of the company. I have performed 2 OJLs sessions for ECDD procedures and Western Union Digital Banking - Respect of the deadlines and successful achievement of the performance indicators (KPIs)
Active YouthProject Manager
Jan. 2022 - Apr. 2022Vilnius, Vilniaus, LithuaniaWorking in teams; Social Media Campaign for “A Safe Place” about domestic violence; Creation of the Agenda for MORE kick-off meeting; Writing projects in a team; Management of the finances for a project; Managing part of projects; Learning how to use some platforms (Canvas, ProofHub, Slack, Trello); Summary of WEAR(E)BLE; Managing part of social media (Wednesday take-over and Insta stories); Brainstorming and creation of activities for various projects
Alma Mater Studiorum – Università di BolognaLaboratory teacher I level Master
Oct. 2019 - Oct. 2019Bologna, Emilia-Romagna, ItalyTeaching the basics of non-formal education and international cooperation. The relationships between them; Use of the main tools and characteristics of non-formal education; Practical and theoretical demonstration of non-formal education models; Implementation of the Playdagogy developed by the NGO Play International; Project draft concerning non-formal education with an explanation of the various stages of social planning; Illustration of the various channels for finding employment in the world of international cooperation; To make students understand pillars, ways of acting, and projects implemented by NGOs: IPSIA and Play International.
Alma Mater Studiorum – Università di BolognaFront Desk Receptionist
Jul. 2019 - Jul. 2019Bologna, Emilia-Romagna, ItalyDialogue with the public; Basic IT monitoring; Giving directions to move within the faculties
European University of TiranaInternationalization Strategist
Feb. 2018 - Jun. 2018Tirana, AlbaniaExtracurricular Internship Interpersonal skills; Communication skills; The role, as Erasmus + student, of internationalization of a foreign university
Alma Mater Studiorum – Università di BolognaReceptionist
Sep. 2017 - Sep. 2017Bologna, Emilia-Romagna, ItalyDialogue with the public; Basic IT monitoring; Giving directions to move within the faculties
Fondazione di Comunità di Messina ONLUSProject Intern
Jun. 2017 - Aug. 2017Messina, Sicily, ItalyCivil economy;- Internationalization processes; Design; Management; Participation in the study and development of the Foundation's policies; Participation in the organizational activities of local and international events; Knowledge of the main methods of social planning work; Organization skills;- Ability to work in a team; Ability to work by objectives.
Alma Mater Studiorum – Università di BolognaRepresentative of the First Cycle degree faculty in Development and International Cooperation (SVIC)
Jan. 2016 - Dec. 2019Bologna, Emilia-Romagna, ItalyThe figure of contact between the needs of students and professors; Proposal to change the study plan; Promotion of events in which to promote the Degree Course and international volunteering; Discussion with the degree program coordinator of any changes to the study plan.
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