Ivanna Rossi

Company Overview: Financial Services

• Conducting online group training sessions for MoneyGram employees and new hires.
• Developing video tutorials using Articulate Storyline software on MoneyGram products and POE systems for agents and sales representatives.
• Collaborating with subject matter experts to gather accurate information, ensuring the development of high-quality learning materials.
• Enhancing user experience with responsive design techniques, allowing for seamless access across various devices.
• Evaluating course effectiveness through data analysis of user feedback and performance metrics, leading to continual improvements in content delivery.
• Identifying opportunities for business process improvement, cost savings, and efficiency enhancements.

Achievement: In 2024 won Strategic Operations Award - Growth and Innovation.

Company Overview: Financial Services

• Was a subject matter expert in any issue regarding supported Point of Sale (POS) and any internal application used in that support and is familiar with the impacts the department has on other areas.
• Was a focal point for Technical Support Representatives with POE and procedural questions, as well as problem resolution or escalated agent concerns.
• Worked on enhancing the KPIs of Technical Support Representatives to improve performance and efficiency.
• Provided input to management regarding the performance of each team member, based on statistical information, call/ticket monitoring, and daily interactions.
• Assumed responsibility of the team in the absence of the Supervisor and performing other duties such as maintaining employee time off accruals, ensuring schedule adherence, creating and adjusting work shifts.
• Delivered comprehensive training programs to ensure smooth integration of new hires, while also offering targeted coaching to existing staff to enhance their understanding and implementation of new processes.

Achievement: In 2023 completed a Certification process and became a Certified Trainer

Company Overview: Financial Services

• Provided technical troubleshooting for MoneyGram's Partners across the globe regarding the POS systems.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
• Used ticketing systems to manage and process support actions and requests.
• Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
• Assisted Partners with making changes to the operation of the POS. This includes but is not limited to product configurations, software upgrades, ISI setting changes, etc
• Made decisions and documents information regarding the replacement and shipping of POS hardware.

Achievements:

• Demonstrated solid results regarding QA and CSAT evaluations, and on various KPIs.
• Winner of the following awards in 2021: Top CSAT Score Q2, Skill Check Winner Q3, Q4, TSC Quality Ambassador Q3, Prioritize and Focus Award.
• In 2022 was promoted to Team Lead

Self-employed

• Translated documents from English and Italian to Russian and Ukrainian.
• Reviewed final work to spot and correct errors in punctuation, grammar, and translation.
• Improved readability of translated materials by employing advanced proofreading techniques and meticulous editing skills.
• Managed multiple projects simultaneously while maintaining strict deadlines and attention to detail.

Company Overview: Marketing research, consulting

• Prepared commercial proposals for both prospective and existing clients.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Used various market research tools and techniques to gather, analyze and interpret data.
• Prepared reports of findings by illustrating data graphically and translating complex findings into written text.
• Presented key research findings to senior leadership, influencing the direction of future marketing initiatives.