Daniele Bacchion

I am eager to express my keen interest in your Team. With over a decade of experience in BPO, I have excelled in steering operations amid high-pressure scenarios. Throughout my career, I have adeptly led teams exceeding 400 members, managing shifts, schedules and PTO requests to ensure operational excellence. Thriving in demanding environments, I have played a pivotal role in achieving corporate objectives to reach the death-line of the delivery projectand revenue. My collaborative approach extends seamlessly across HR, Training, and Quality Analyst departments, where I implemented Lean, Six Sigma, Agile, Waterfall and Grow programs, showcasing strong teamwork. Possessing professional English proficiency and adept negotiation skills with stakeholders, I bring a valuable skill set to the table. Furthermore, my background in hospitality enhances my relational skills and customer service capabilities. I am confident that my dedication to quality and efficiency will positively impact your team. I am available for an interview to discuss how my experience aligns with your company's requirements.

Operational supervisor Manager Concentrix CVG International Sp. z o.o. Katowice - Ryanair
Key Responsibilities:
1. Responsibility for multilingual account in Customer Care.
2. Offering support via multiple channels - voice, email, web forms and social media
3. Build complex project plans.
4. Maintain operation’s wellness.
5. Nurturing client relationship.
6. Financial Analysis & Deliver Estimations
Skills:
Analytical Skills
· Negotiation
· Customer Relationship Management (CRM)
· Salesforce.com
· Change Management
· Finance
· Data Analysis
· Operations Management
· Data Visualization
· Microsoft Office
· Microsoft Excel
· Microsoft Power BI
· Coaching
· Teamwork
· Presentation Skills
· Decision-Making
· Communication
· Multitasking
· Data Analytics
• Monitor volumes and discern trends and proceed with corresponding reporting
• Financial Analysis & Deliver Estimations

Operational Supervisor Teleperformance Athens - N26 online bank - Volkswagen group - operational part end electrical part
1. Data Analysis
2. Daily KPI reporting
3. Agent supervision and coaching
4. Team coordination
5. Attend recurrent training's published by the Client/Company on a regular basis
6. Direct staff in the development, analysis, and preparation of reports
7. Responsible for staff scheduling to include: work assignments, employee vacations, employee breaks, overtime assignment, back-up for absent employees1. Data Analysis 2. Daily KPI reporting
3. Agent supervision and coaching 4. Team coordination 5. Attend recurrent trainings published by the Client/Company on a regular basis 6. Direct staff in the development, analysis, and preparation of reports 7. Responsible for staff scheduling to include: work assignments, employee vacations, employee breaks, overtime assignment, back-up for absent employees
Skills: English · Stakeholder Management · Project Management Office (PMO) · Corrective Actions · Contingency Planning · Budget Tracking · Team Leadership · Project Coordination · Problem Solving
01.2019 – 08.2020
Operation Ground Project Manager MSC Venice
Key Responsibilities:
1. Responsibility for multilingual account in Customer Care.
2. Offering support via multiple channels - voice, email, web forms and social media
3. Build complex project plans.
4. Maintain operation’s wellness.
5. Nurturing client relationship.
6. Financial Analysis & Deliver Estimations
Skills:
Analytical Skills
· Negotiation
· Customer Relationship Management (CRM)
· Salesforce.com
· Change Management
· Finance
· Data Analysis
· Operations Management
· Data Visualization
· Microsoft Office
· Microsoft Excel
· Microsoft Power BI
· Coaching
· Teamwork
· Presentation Skills
· Decision-Making
· Communication
· Multitasking
· Data Analytics
• Monitor volumes and discern trends and proceed with corresponding reporting
• Financial Analysis & Deliver Estimations

High school Diploma - Economics and tourism.

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08.2020
Waterfall
Waterfall implementation method
08.2020
Agile
Agile implementation method
08.2020
GROW
Grow methodology implementation
08.2020
Lean operation
Lean integration procedure in operation
08.2020
Six Sigma
Six sigma belt certification