Gabriele Mantello
Barcelona
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
14
14
years of professional experience
Work History
Operations Supervisor
Bosch Service Solution
Barcelona
09.2018 - Current
- Motivating Team leader team to maximize team productivity
- Encouraged and promoted ideas aligned to business needs and benefits.
- Meetings to obtain suggestions, address concerns or issues and foster positive relations among team leader members
- Monitoring over 270 employees day-to-day activities and follow up on steering practices from management team to ensure service Level and quality targets
- Implementing innovative programs to increase employee loyalty and reduce turnover.
- Participating in new employees hiring along HR
- Delegating operational daily tasks to Team leaders and support team , streamlining daily progress and efficiency.
- Supervising team member productivity by enhancing performance monitoring
- Tracked employee performance, addressing repeating problems quickly to prevent long-term habits and creating pointed action plan to follow up and develop the improvement
- Developing and optimizing organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Individual Monthly coaching's to team Leader team to develop leadership skills and control performance to decide actions needed
- Reporting issues to higher management with great detail, providing solution upfront
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness ( Leap UP )
Team Leader - Project Management
Bosch Service Solution
Barcelona
09.2017 - 09.2018
- Daily Steering of teams and markets / analysis of Real time incoming volume, to steer and adjust operators skills and call/email distribution to comply with monthly service level targets
- Monitoring operators calls for quality development purposes and performing one to one meeting's with evaluated operators to promote points of improvement
- Performing monthly coaching performance meeting and results discussions with operators on a individual level to study performance development and establish next month targets to reach
- supporting 1st level team troubleshooting of cases and/or technical issues
- Supporting operators team on live calls questions
- Maintained open communication with contracting client to further improve results and processes optimization
- Leading disciplinary meetings of operators assigned
- Weekly reports of Handled services to project supervisor for revision and decision taking on possible action plans in order to maintain positive results or further improvements
Emergency Customer Service Representative
Bosch Service Solution
Barcelona
03.2015 - 09.2017
- Answered average of 70 calls, emails per day, addressing customer inquiries, solving emergency situation's where customers need assistance
- Assessed customer issues and identified resources and tools to provide solid solutions according to procedures established
- Developed highly empathetic client relationships
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- shadowing of newly hired operators on best practices of daily work and emergency situations handling
Senior Head Waiter/Floor Manager
D&D
London
09.2012 - 01.2015
- Coaching and training the Waiter's team on methods for handling various aspects of service, fine dining methods of service and handling of difficult and demanding customers
- Submitted weekly reports to senior management on individual performance of waiter & commis waiter on the floor to establish actions needed
- Reset and cleaned up tables after customers left to enable next customer turnaround
- Stayed up-to-date on menu changes to help customers make food choices according to taste
- Displayed enthusiasm and promoted excellent service to customers
- Sharing knowledge of menu items and flavors while showing it, enabling customers to make personal decisions based on taste and interest.
- Upsell of drinks, wine selections and desserts to increase overall sales and exceed targets.
- Used cash registers and credit card machines to cash out customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Commis Waiter
D&D
London
12.2011 - 09.2012
- Back house expedatorship role to be last control check of dishes before serving to customers
- Inspected & polished cutlery's for cleanliness.
- Moved and set up seating, prepared extra silverware and notified kitchen for any messages from waiter on customer orders.
Delicatessed Shop Manager
Forno Moderno
Rome
01.2009 - 11.2011
- Managing of the entire shop, including monthly roaster making for employees, products upsell and reorders to providers in order to maintain shop with all needed supplies
- Demonstrated respect, friendliness and willingness to help customers and team on wherever needed.
- Worked flexible hours; weekend, and holiday shifts, according to demand
Education
Associate of Science - Tourism
Sapienza University
Rome, Italy09.2011
High School Diploma -
Euclide
Caltagirone06.2008
Skills
- Records Organization and Management
- Employee Motivation
- Decision Making
- Team Leadership
- Goal Setting
- Quality Assurance
- Performance Assessment
- Data Analysis
- Customer Relations
- Multitasking and Prioritization
- Customer Service Management
- Problem Anticipation and Resolution
- Verbal and Written Communication
- Administrative Management
Languages
Italian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Sport
I workout actively every day throughout the week
Technology and stock finance
I am passionate about technology and have a strong technological and hardware knowledge's of how devices work
I keep my self very well updated to all technologic inventions and discoveries
I read, especially books related to finance and stocks
Timeline
Operations Supervisor
Bosch Service Solution
09.2018 - Current
Team Leader - Project Management
Bosch Service Solution
09.2017 - 09.2018
Emergency Customer Service Representative
Bosch Service Solution
03.2015 - 09.2017
Senior Head Waiter/Floor Manager
D&D
09.2012 - 01.2015
Commis Waiter
D&D
12.2011 - 09.2012
Delicatessed Shop Manager
Forno Moderno
01.2009 - 11.2011
Associate of Science - Tourism
Sapienza University
High School Diploma -
Euclide
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