Valeria

 Valeria cadoria Team leader Profile Experienced Team Lead with a passion about empowering people. Skilled in coaching, training & developing, recruitment, building and maintaining relationships. Social Media expert, CRM (Salesforce Service Cloud), E-Commerce freak. Continuous improvement advocate. Planning nerd. Contact PHONE:- EMAIL:- EDUCATION Universitá degli Studi di Genova 2002 - 2009 Tourism and Travel Services Marketing Operations Specialization in foreign languages (English, Spanish, French) Diploma in Liceo Socio-Psico-Pedagogico 1997 – 2002 Diploma in education, pedagogy, psychology Primary school teaching degree Dutch Language Courses (Amsterdam) 2015 Level B2 Dutch language WORK EXPERIENCE Cygnific Team Lead, Business to Groups KL/AF/DL June 2018–Present Tasks - Support, coach, develop team members - Handle escalations - Conduct 1 on 1s, team meetings, appraisals, Quality checks - Interview candidates for open positions - Account manager for KL/AF/DL local markets - Arrange trainings and set-up onboarding and development paths - Build and implement new processes and procedures Achievements - Happiest team 2018 recognition - Market with most increase in volumes and highest customer satisfaction - Lean Six Sigma Facilitator Cygnific Team Lead, Social Media KLM March 2015–May 2018 Tasks - Support, coach, develop team members - Handle escalations - Conduct 1 on 1s, team meetings, appraisals, Quality checks - Interview candidates for open positions - Distribute workload - Safeguard operational targets - Salesforce CRM administrator & tool implementor - Verint Workforce Planning and Administration - Forecasting - Account manager for Randstad and SUSA flexpool Achievements - The Best Social Media Awards for 3 years in a row - Setting up of a complete new operation for Hudson’s Bay NL - Setting up of a complete new team in Manila (Philippines) - Lean Six Sigma Orange Belt Cygnific Supervisor, Social Media KLM August 2014–March 2015 Tasks - Support, coach and develop team members - Handle escalations - Conduct 1 on 1s, team meetings, appraisals - Interview candidates for open positions and terminate contracts Achievements - Lean Six Sigma White Belt Cygnific Mentor, Social Media KLM November 2013–July 2014 Tasks - Coach team members - Knowledge management - Handle escalations - Salesforce.com user and administrator Cygnific Senior Agent, Social Media KLM September 2012-November 2013 Tasks - Provide excellent Customer Service via Social Media Channels to KLM passengers worldwide - Salesforce.com user and administrator - Knowledge management - Coaching less experienced agents - Amadeus experienced user Cygnific Agent, Social Media KLM February 2012-September 2012 Tasks - Provide excellent Customer Service via Social Media Channels to KLM passengers worldwide - Salesforce.com user and administrator - Knowledge management - Amadeus user Canadian Centre, English Teacher December 2010-December 2011 English teacher in private Mexican school (Tuxtla Gutiérrez, CHIS, Mexico) Tasks - Prepare lessons, review material - Conduct English lessons for adults, teens and kids - Evaluate progress and give additional personalized coaching - Conduct end-quarter tests, review them and evaluate - Give certificates SNAI s.p.a., Agency Manager October 2002-November 2010 Betting agency manager at SNAI s.p.a. in Italy (Sestri Levante GE) Tasks - Prepare quotes, material, newspapers before opening the shop - Accounting - Customer Care - Take sports bets and increase sales SKILLS - Coaching and developing others - Building and maintaining relationships - Training & Development - Recruitment - Planning and organizing - Lean Leadership principles - Salesforce.com administrator - Verint Workforce Optimization - Amadeus