Antonio Manieli

• Training Program Development: Designing and developing comprehensive training programs that align with the company's goals and objectives. This includes creating training materials, modules, and resources to enhance employee skills and knowledge.
• Employee Onboarding: Overseeing the onboarding process for new hires, ensuring they receive the necessary training and support to integrate smoothly into the company. This involves coordinating orientation sessions and initial training programs.
• Performance Assessment: Evaluating the effectiveness of training programs through assessments, feedback, and performance metrics. This helps in identifying areas for improvement and ensuring that training objectives are met.
• Continuous Improvement: Implementing continuous improvement strategies for training programs based on feedback and performance data. This includes updating training materials and methods to keep them relevant and effective.
• Program Management Across EMEA Sites: Responsible for managing multiple training programs across three EMEA (Europe, Middle East, and Africa) sites. This involves coordinating with different locations, ensuring consistency in training delivery, and addressing region-specific training needs

• Responsible for overall Client and Workforce satisfaction
• Responsible for project Financial Goals including planning with high focus on Revenue and Cost of Sales (Budget and P&L)
• Responsible for the overall achievement of agreed KPIs on Project with Focus of planning of resource in coordination with both Client and internal department
• Responsible for tracking, enhancing current process with a continuously improvement approach
• Responsible for Employee Engagement by ensuring Workforce is properly managed and engaged by Mid Management; Ensuring Workforce is always up to date with new processes and trained on all duties aiming to prevent attrition or deteriorating of results.
• Responsible for innovations on project level and contributor on site level with several automation developed and successfully implemented
• Associate Ops Director, AIG Sofia Dec 2015 — Dec 2017
• Traveling in country and abroad, when necessary for the performance of duties
• Participating in the processes of goal setting and self-evaluation of the achieved results
• Drawing up and sending monthly and quarterly statements to the Company Management and participating in preparing the periodic budgets of the SSC Bulgarian
• Audit employees of the Team; make suggestions about the necessity of improving the qualifications and training of the employees of the Team.
• Participating in the processes of goal setting and self-evaluation of the achieved results.

• Traveling in country and abroad, when necessary for the performance of duties
• Participating in the processes of goal setting and self-evaluation of the achieved results
• Drawing up and sending monthly and quarterly statements to the Company Management and participating in preparing the periodic budgets of the SSC Bulgarian
• Audit employees of the Team; make suggestions about the necessity of improving the qualifications and training of the employees of the Team.
• Participating in the processes of goal setting and self-evaluation of the achieved results.

• Monitor and verify the implementations of the tasks with regard to the deadlines agreed with all other departments; ensure the proper and timely performance of tasks assigned to the Team; ensure consistency, accuracy and high quality of customer service
• Asses, monitor and manage the performance of employee within the team in order to achieve the objectives associated with the level of services; support other teams and they employees for achieving the Financials results set forth in the Budget
• Responsible for condition and reliability of the prepared and authorized documents and data entered.
• Audit employees of the Team; make suggestions about the necessity of improving the qualifications and training of the employees of the Team.

• First point of contact for the client, to ensure 100% on time reporting back to the client Manage the team's daily collections work; to guide, lead and coach the agents towards set metrics
• Handle escalations and to ensure outstanding issues get solved
• Review call reports and logs in a timely manner
• Organize daily, weekly and/or monthly team meetings, to ensure operative feedback between the team and the client
• Initiate and supervise necessary trainings, to ensure ongoing knowledge and experience exchange among the team
• Supervise/control attendance and leaves Coach, guide and recognize your team members
• Organize daily, weekly and/or monthly meetings with the Team. Ensure operative feedback between the team and client
• Supervise, initiate necessary training for the team, ensure ongoing knowledge and experience exchange among the team

• Assess and report projects' financials
• Implement new business solutions and tools
• Participate and host online meetings with the client
• Present project's statistical data and possible challenges to the client
• Develop and implement key quality standard processes
• Coordinate and manage a young and diverse team from people working with customers from all over Europe
• Advisor management – responsible for staff planning, workforce management, leading, motivating and coaching, shift schedules preparation
• Quality and competence management - responsible to monitor customer interactions, analyses the results together with Quality team, key performance indicators monitoring and analysis
• Reporting and information Management - responsible for the management of all local escalations with their team, ensures client-service provider communication

• 2 consecutive times Best Employee of the Quarte