Sofia Sterzi - Ops Manager, Accenture

Feedback from Sofia’s ex-colleagues

Let me see

Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app

Work Background

AccentureService Delivery Ops Senior Team Lead

Apr. 2022Dublin, County Dublin, Ireland · Hybrid• Lead a team of Team Leads (who manage 20 people each) in a fast pace environment with multiple priorities and constant change • Monitor delivery of a project, working with the Service Delivery Lead and Associate Director to determine the project plan, timeframe, and estimates • Manage workload among Team Leads to ensure even distribution of responsibilities • Coach and mentor employees by effective team management, 1:1s, mentoring, career counseling and development, constant feedback, wellness checks • Ensure tasks and deliverables are in accordance with the statement of work and SLA's; monitor delivery of performance and quality using metrics and status reporting • Communicate across global stakeholders to manage expectations, accountability and impact • Coordination of various changing teams to manage deliverables and client expectations • Recruitment of new team members for different roles • Conduct daily huddles with the Team Leads to cascade updates, check status and ensure team engagement • Deliver results through innovation, projects and process improvement to consistently exceed goals • Drive quality and accuracy processes to ensure team alignment and consistency • Act as point of contact for escalations • Client management • Responsible for ensuring the flow of information, from the client to the agents and vice-versa • Liaise with the client's points of contact to work on process improvements

AccentureService Delivery Ops Team Lead

May. 2021 - Apr. 2022Dublin, County Dublin, Ireland• Manage a team of 20 people in a ramping project • Build on the strengths of each team member • Deliver training for new Team Leads • Produce weekly and monthly reports • Build the structure for the project • Engage senior team members • Creation of Awards and Recognition Program • Ensure the team’s productivity and quality are met • Create action plans for performance improvement

AccentureSenior Agent Associate, Content Creation

Aug. 2019 - May. 2021County Dublin, Ireland• Manage and oversee the day-to-day operation and workflow of the team in an organised and efficient manner • Support the development, manage, coach and build on the strengths of team members to ensure operational excellence • Create a learning environment to ensure transfer of knowledge and insight • Manage QA work with team members • Act as a point of referral for complex and escalated queries • Deliver training for new-joiners and existing team members • Produce Daily, Weekly and Monthly reports on productivity and tasks carried out • Ensure that all client SLA targets are met, including aspects of: Meeting Client SLA’s, Performance Management, People Management • Identify barriers and areas of improvement to secure continued success of the service Achievements: • Awarded for Going the Extra Mile - Nov 2020 • Awarded Best Team Player for the period of April - Jun 2020 (WFH Pandemic period) • Awarded Best Team Player of the year - 2019 • Awarded Top Performer of the month of August/2019 • Awarded for organising Animal Therapy Event to the Wellness program, promoting mental health

AccentureContent Creator

Jan. 2019 - Aug. 2019County Dublin, IrelandDay-to-day responsibilities: • Creation of animated GIFs from videos for big clients. • Video edition and having good eye for captivating gifable moments and their subtitles. • Compliance with daily target and quality standards • Guide and support new joiners with their learning process with Photoshop and productivity tools • Active participation in Wellness events that promote mental health Achievements: • Awarded Content Creator of the month of June/2019 • Promotion to Senior Agent Associate in August/2019

sofiasterzi.comFreelance Art Director and Designer

Mar. 2018 - Aug. 2019• Creation of home nursing advertising key visual • Creation of dance school season key visual

CanecaPetOwner

Jan. 2016 - Apr. 2022http://www.canecapet.com.brI own a small business that creates personalised mugs for pet owners on this website: http://canecapet.lojaintegrada.com.br

Concêntrica Comunicação e ConteúdoArt Director

Nov. 2015 - Mar. 2018São Paulo Area, Brazil• Creation of key visuals for ad campaigns, working with the creative director and copywriter. • Advertisements, email and social media campaigns, website layouts, brochures, visual communication, etc. • Support to junior designers. • A few clients: Bayer, DuPont, Raízen, ePharma (a PBM company), business school, elementary schools, real estate market, etc.

OQVestirDesigner

Mar. 2014 - Nov. 2015São Paulo Area, Brazil• Blog and email design for the fashion e-commerce • Layout and image edition • HTML for the email campaigns • Social media posts design • Creation of the new visual standard adopted in website banners, that raised the conversion rates.

Duetto EditorialArt Editor

Apr. 2012 - Dec. 2013• Promotion from designer to art editor • Responsible for the magazine The Love School • Design and layout for the entire magazine • Art direction of the photo shoots • Preparation and sending of files for printing

Leela EstúdioGraphic Designer

Mar. 2011 - Mar. 2012• Editorial design, graphic design, corporate newspapers • Branding, concept and logo design • Stationery, website layouts, corporate identity materials • Deep understanding of the clients’ brands • Assistance to customers and suppliers

Ivoire DesignGraphic Designer

Dec. 2010 - Apr. 2011• Branding and logo design • Stationery materials • Email campaigns • Main client: Blue Tree Hotels

LIVIIntern

Sep. 2008 - Sep. 2009• Graphic projects for books, magazines and book collections • Visual identities of all kinds.

Figo DesignIntern

Sep. 2005 - Mar. 2006• Visual identity guides