County Cork, Ireland
I am a multilingual professional, with a detail-oriented attitude and a great sense of initiative. I am strongly focused on providing an excellent customer experience, highly motivated towards process improvement and passionate about inspiring and supporting people to reach their full potential.
ESPR Specialist role (supporting in Italian and English), with a focus on the following areas: - Researching and responding to Global Selling Partner escalations, objectively handling highly sensitive situations with integrity and discretion, working cross-functionally with other teams to identify root causes and drive process improvements to Selling Partner facing issues - Root Cause Analysis (RCA) - Process Improvement
• Assist the Sellers with any technical issue they may be experiencing • Help the Sellers throughout the registration process • Support the Sellers, ensuring that each Seller is well-informed on how to go through the KYC verification process • Handle enquiries through phone, emails and chat • Actively seek solutions through logical reasoning and data interpretation • Liaise with other departments such as Customer Service, Merchant Investigations, Performance or Payments teams as required to resolve Sellers' issues and answer Sellers' enquiries • Certified Specialty Mentor (CSM) from 2020. • From November 2021 to March 2022, I've worked in the Deep Dive Pilot Project, performing quality deep dives on SPS Associates cases, identifying coaching and process improvement opportunities and working with different departments to enhance a better Sellers' experience.