Tableau
Ilaria Pecoraro
Global Strategy Manager
Brussels,Belgium
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
3
3
Languages
1
1
Certificate
6
6
years of post-secondary education
9
9
years of professional experience
Work History
Global Strategy Manager, Customer Care
Radisson Hotel Group (RHG)
Brussels, Belgium
02.2022 - 11.2022
- Developed RHG Customer Care strategy focused on guest centric philosophy, aligned with RHG values and global needs.
- Implemented developed strategy to assure guest satisfaction and loyalty, managing interactions with our Guests via different channels, using effective problem-solving processes, using CRM as key tool to understand guest historical data and define correspondent KPIs.
- Maximized effectiveness & efficiency of internal/external tools and systems (actual & potential) to help Hotels/CC/Offices to deliver a consistent and fast support.
- Led Brand Audit for Contact Centre, analyzing results in order to constantly improve performance.
Executive Liaison, Executive Relations
Apple Inc.
Cork, Ireland
10.2018 - 01.2022
- Liaison between Apple Executives/Legal/PR and high visibility customers and VIPs. Coordinated resolution of cases with cross-functional internal collaboration and provided formal feedback to senior management/Executives.
- Root cause analysis of interactions between contact centre/Store employees and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Data Analyst: Provided tailored weekly analytics and reports to senior management. Developed case management metrics derived from raw company data to track improvements in organizational efficiency.
Quality Operations Specialist
Apple Inc.
Cork, Ireland
09.2020 - 06.2021
- Owner of process & procedure changes, updates, alert notifications, and leading quarterly project/program reviews for ER Leadership.
- Developed and audited practices, programs and reporting system metrics for optimal efficiency. Wrote, edited and updated project manuals and procedural documentation used by quality assurance team/ER Liaisons.
- Trained and supervised activities of global SMEs through 1x1s and progress measurement activities to deliver on day-to-day requirements and to bring projects to completion on time.
Team Manager Apprentice
Apple Inc.
Cork, Ireland
11.2017 - 10.2018
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Highlighted drivers for customer dissatisfiers in reviewing survey responses and escalated to Quality Operations for positive change in procedures.
- Presented weekly team performance to Senior Management highlighting areas of focus and actions.
Customer Relations Advisor
Apple Inc.
Cork, Ireland
08.2015 - 10.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concern, increasing consumer confidence and decreasing escalations to Executive office.
- Identified opportunities for operational improvements and escalated improvement strategies.
- Drove and exceeded company’s KPI constantly during tenure, which led to nomination and victory of AppleCare Excellence Award in 2018.
Microsoft Mobile Support Associate
Convergys
Dublin, Ireland
03.2015 - 08.2015
- Provided forum chat and e-mail technical and customer support for Windows Phone and Groove Music.
- Averaged 94% of CSAT over tenure.
Education
No Degree - International Relationships And Political Science
Università Degli Studi Di Genova
Genoa, ItalyErasmus Scholarship - Economy
Universidad De Sevilla
Seville, Spain 09.2011 - 07.2012
High School Diploma -
Mater Misericordiae
Sanremo, Liguria 09.2004 - 06.2009
Accomplishments
ACEA - AppleCare Excellence Award (2021)
ACEA - AppleCare Excellence Award (2018)
Software
SQL
Microsoft Office Suite
Apple iWork
Certification
Lean Six Sigma - Yellow Belt
Timeline
Global Strategy Manager, Customer Care
Radisson Hotel Group (RHG)
02.2022 - 11.2022
Lean Six Sigma - Yellow Belt
06-2021
Quality Operations Specialist
Apple Inc.
09.2020 - 06.2021
Executive Liaison, Executive Relations
Apple Inc.
10.2018 - 01.2022
Team Manager Apprentice
Apple Inc.
11.2017 - 10.2018
Customer Relations Advisor
Apple Inc.
08.2015 - 10.2018
Microsoft Mobile Support Associate
Convergys
03.2015 - 08.2015
Erasmus Scholarship - Economy
Universidad De Sevilla
09.2011 - 07.2012
High School Diploma -
Mater Misericordiae
09.2004 - 06.2009
No Degree - International Relationships And Political Science
Università Degli Studi Di Genova
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