Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Filippo Verdolini

Filippo Verdolini

Amsterdam,NH

Summary

Enthusiastic and dynamic People's Manager with over 7 years of experience in Operations, I am results-driven and resilient in developing teams while improving processes and exceeding KPIs. Bringing strong stakeholder's management, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Trust & Safety Team Lead

TikTok
01.2022 - 12.2023
  • Spearheaded the opening of the Amsterdam Site as Operations Team Leader, defining and implementing tailored SOPs in alignment with company metrics and values.
  • Led recruitment and development efforts for teams of moderators and Team Leaders, while effectively managing cross-functional stakeholders including WFM, Talent Acquisition, and Learning & Quality departments.
  • Embody TikTok values within daily operations, ensuring comprehension and application by all team members.
  • Held responsibility for Italian, German and English market segments, overseeing daily team operations and sustaining KPIs (AHT, Accuracy, SLAs).
  • Expert in HR and labor law topics, providing guidance and ensuring compliance within the operational environment.
  • Acted as mentor and advocate for team members through individual coaching, career planning, and goal setting initiatives.
  • Fostered collaboration with other managers to enhance internal communications, cross-collaboration, and knowledge sharing, facilitating weekly project management endeavors.
  • Provided actionable feedback and recommendations for new processes and improvement opportunities based on firsthand data collection, benefiting both the site and the larger organization.

CS Guest Team Leader

Booking.com
02.2019 - 01.2022
    • Coaching, developing, steering and managing a team of 15 multicultural Customer Service Specialists and New Hires through the use of personal development plans, personal improvement plans and various feedback based on behavior, impact and observations (BIO) while always preserving customer satisfaction
    • 1st point of contact for my team members for case-related questions
    • Managing team administrative tasks on a day to day basis, such as: individual schedules, sickness leave, employment contracts and long term absence
    • Responsible for site coverage across different shifts for Support Staff (Team Leaders and Seniors)
    • In charge of leading the recruitment process of Customer Service Executives.

Senior Customer Service Executive

Booking.com
12.2017 - 02.2019
  • Supporting our Internal Customer Service Team with highly complex questions and escalated reservations
  • Working on Mass Issues varying from 3 to > 1000 reservations
  • Due to its importance, this role specifically requires advanced negotiation skills to be applied with partners in order to ensure smooth and efficient outcome for all stakeholders
  • Contributing to the restructuring of the team using Lean Methodology
  • Responsible for training the new Senior Customer Service Executive.

Customer Service

Booking.com
12.2016 - 12.2017
  • Customer Service Executive supporting the Italian and English Guests and Partners
  • I was the first point of contact for reservation-related questions, complaints, promotions and payment details.

Education

Master's Degree - ENERPO - Energy Politics

EUSPB
Saint Petersburg
01.2015

Bachelor's Degree - International Relations and Diplomatic Affairs

Alma Mater Studiorum
Bologna
01.2013

Skills

  • Leadership
  • Strategic Planning
  • Customer Service
  • Customer Relationship Management
  • Staff Scheduling
  • Stakeholder Management
  • Problem Solving
  • Decision Making
  • Project Management
  • Process Improvement
  • Change Management

Certification

  • Lean Foundations - LinkedIn
  • Lean Six Sigma Foundations - LinkedIn
  • Scrum: The Basics - LinkedIn
  • What Is Scrum? - LinkedIn
  • Agile at Work: Planning with Agile User Stories - LinkedIn
  • Agile at Work: Driving Productive Agile Meetings - LinkedIn
  • Agile at Work: Building Your Agile Team - LinkedIn
  • Managing Virtual Teams - LinkedIn

Languages

Italian
Native language
English
Proficient
C2
Russian
Intermediate
B1

Timeline

Trust & Safety Team Lead

TikTok
01.2022 - 12.2023

CS Guest Team Leader

Booking.com
02.2019 - 01.2022

Senior Customer Service Executive

Booking.com
12.2017 - 02.2019

Customer Service

Booking.com
12.2016 - 12.2017

Master's Degree - ENERPO - Energy Politics

EUSPB

Bachelor's Degree - International Relations and Diplomatic Affairs

Alma Mater Studiorum

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Filippo Verdolini