Roberta Viola

• Developed user-friendly documentation for processes, increasing employee understanding and reducing training time.
• Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.
• Optimized process efficiency by identifying bottlenecks and implementing improvements in workflows.
• Reduced production downtime by maintaining equipment and troubleshooting issues proactively.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.

Collaborated with other department leaders to establish shared goals and ensure alignment across teams.

Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Below the different departments I have been working for:

• 2002 to 2006 Team Leader for Alitalia USA\UK Customer Service
• 2006-2010 Team Leader for Alitalia Back-office
• May 2010 to December 2010 coordinator for the Start-up of the South America call centre in Belo Horizonte (BR). Main activities: coordinating with Alitalia tech manager for the logistics technical steps, recruiting high standard customer service operators, class training, assessment, kick-off of the CS call centre for Brazil, Argentina, Venezuela, and Portugal.
• 2010 al 2013 Team Leader for Alitalia South America, Portugal and Spain markets (I moved to Brazil for 6 months in 2010 to handle the start-up, assessment, and training for this project)
• 2013 al 2016 Team Leader for Alitalia Millemiglia Alitalia Customer Service (Loyalty Program)
• 2016 al 2021 Team Leader for Alitalia Customer Relations, dealing with overbooking compensations, post-travel complaints.

• Improved customer satisfaction by efficiently managing reservations and seating arrangements.
• Streamlined front-of-house operations for increased efficiency and improved guest experience.
• Increased repeat business by building strong relationships with guests and addressing their concerns promptly.
• Oversaw maintenance of facility cleanliness and appearance standards throughout the restaurant premises.
• Maintained a professional and welcoming atmosphere, setting high standards for service excellence.

• Translated Steward's meeting minutes from English to Italian, from French to Italian, and vv.
• Simultaneous translation for the Clerck of the Course during briefings with competitors.
• Managed multiple projects simultaneously while maintaining strict deadlines and attention to detail.
• Assisted non-native English-speaking colleagues with document editing, improving overall team productivity and communication quality.
• Verification of compliance with sports regulations during competitor's registration and sealing procedures.

• Teacher for Intermediate English level course (80 hours) addressed to Astoria Palace Hotel staff in Palermo.
• Developed activities and integrated technology to diversify instruction.
• Mentored new teachers in ESL methodologies, providing guidance on effective classroom management techniques.