Sofia Sterzi - Ops Manager, Accenture

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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

Feb. 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 - Feb. 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

Feb. 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