Raffaella Sammarco
Barcelona
Summary
Organized experienced in coordinating and executing large- and small-scale events in large online company. Build rapport with venue management and personnel to foster seamless collaboration and execute exceptional event experiences.
Dedicated to providing quality care, problem resolution for ultimate customer and business partners. Proven ability to establish and maintain excellent communication and relationships with clients. Enthusiastic about team work, able to build trust and always looking for new challenges for my personal and professional growth.
Overview
15
15
years of professional experience
Work History
Quality Assurance Program Specialist
Amazon
01.2022 - Current
- Main activities: identifies the project's goals, objectives, and scope and creates a project plan that outlines the tasks, timelines, and resources required.
- Produce daily, weekly and monthly analyses and reports on defect trends and root causes, perform data-mining and analysis to support programs as well as identify new metrics and opportunities for quality improvements, SOP/Process/Tool improvements or changes
- Communicate with related stakeholders as per standard operational procedures, while also engaging with global stakeholders and peers to drive calibration efforts across sites. Creates, follows and updates guidelines for process flows, identify and escalate training gaps to leadership and training team for individuals/team/site in order to address knowledge gaps
- Backup Team Leader , helping the team to solve any kind of doubts, ensuring all processes in People Operations run well and contribute to creating exceptional people experiences.
- Helping my department as Instructional Design. Developing E-learning products and experiences. These learning products include online courses, instructional manuals, video tutorials, learning simulations.
Event Program Coordinator
Amazon
Barcelona
09.2020 - Current
- Managing the yearly events plan and budget for the Barcelona Office "BCN10", and developed and implemented stakeholder management strategies to ensure successful project deliveries to raise awareness among the Amazonians. Creating a sense of engagement, equity inclusion, and diversity at Amazon by leveraging networking across employees.
- In charge of assigning different tasks to the volunteers
- Aim to fulfill this mission by building social networking and a sense of community through the organization of regular bi-monthly activities.
- Operations EU expansion: Creation of process on how to create a sustainable glamazon Ops structure to expand to different countries.
- Ongoing project to create a safe space for LGBTQ+ employees in the Middle East.
- Professional Activities: Meetings and round tables business and LGBTQIA+ related aiming at mentoring employees and inspiring professional growth inside the company.
- Social activities aim to foster peers’ interactions and build a sense of community within the LGBTQIA+, involving local LGBTQIA+ artists and local businesses. The actual goal is to raise the awareness of equity, inclusion and diversity through the Fulfillment Center of Amazon and the other offices in Barcelona.
- Collaborated with community leaders, organizations and public agencies to promote programs within the community.
- Worked with professional and trade associations to create memorable and successful events.
Senior Investigation Specialist
Amazon
08.2019 - 12.2021
- Main activities: Responsible for a wide range of duties related to the investigation and elimination of online e-commerce fraud, an advocate for the perfect Seller interaction,while following Seller
- Performance policy to help mitigate risk to the buyer experience and Amazon - In 2020, I have joined the launch of In-Person-Verification (IPV) EU Pilot for KYC
- Responsible for a wide range of duties, testing the new software and helping to improve the
- SOPs, also I was the main Point of contact and Mentor for about 34 Investigators
- From January 2021 certificated Assistant for the trainings
- In June 2021 I have joined a new project “AHS Tools” where the main duties are:
- Maintain and update the guided workflow (GWF) string database according to process and SOP changes
- Testing the guided workflows in pre-production and production after the implementation of updates
Super Agent
Vittoria Services
11.2018 - 01.2019
- US/CAN/AUS Markets
- Main activities: First contact resolution via live chat, phone and email related to Sports,
- Esports, Casino, Poker, Cryptocurrency, Account, withdrawal and deposit issues inquiries
- Support by using extensive knowledge of the products to provide the customers with solutions
Mobility Genius Agent
Ubeeqo, Car Sharing
Berlin
03.2018 - 10.2018
- Main activities: Provide support in Italian in English within B2B and B2C, Sales and
- Key account
- Mobility and fleet solution Account Management
- Analysing Fraud: to identify and trace any suspicious or high-risk transactions, determine if there is improper activity involved, and determine if there is any risk.
Senior Gaming Technical Support Agent
Arvato Bertelsmann
Lisbon
12.2016 - 02.2018
- Provide in Italian and English technical, gameplay and billing support by using extensive knowledge of hardware and software to provide the customers with solutions
- Experience using Salesforce, Sharepoint and account management tools
- Analysing Fraud: to identify and trace any suspicious or high-risk transactions, determine if there is improper activity involved, and determine if there is any risk
- Provide assistance to other agents in need
- As a game expert for the game For Honor, coordinate with the client and the developers to deliver troubleshooting solutions for the agents and to identify possible emerging issues
- Translating the FAQs of the Ubisoft website, handling escalations.
Freelancer, Photographer,Marketing Assistant, Jewellery Designer
Jos.Debono Jewellers Est
01.2013 - 01.2016
- Main activities: Photographing, Designing jewelleries, creating email marketing campaigns to promote jewelleries and watches.
Jewellery Designer
HS SILVER
Bali
09.2013 - 03.2014
- Haes_silver@, Main activities: Designing a new collection of jewelleries and watches, manufacturing process management.
Photographer, Marketing Assistant
Classic Jewellers
02.2013 - 08.2013
- Classicjewellers.com.mt, Main activities: Photographing, documenting and listing the jewelleries , creating email marketing campaigns to promote jewelleries and watches.
Jewelleries
Lapini Paolo Gioielli
Florence
10.2010 - 06.2011
- Goldsmith
- Main activities: Manufacturing
Roco Preziosi S.n.c
Florence
01.2009 - 09.2010
- Goldsmith
- Main activities: Manufacturing Jewelleries
- Languages: Italian (Mother Tongue), English (Advanced), Spanish (Intermediate)
Education
Diploma of Goldsmith -
Metallo Nobile
01.2020
English Course -
EF Education Firt
New Zealand, Auckland01.2012
Certificate of graphic designer -
School Nemo Academia of Digital Arts
01.2010
Goldsmith School Ambrosiana
01.2009
Diploma of Jewellery Designer -
European Institute of Design
01.2008
Skills
- Adobe Photoshop, Adobe InDesin, Zbrush,
- Rhinoceros, Autocad, Digital analytics tools (for beginner) SalesForce, Zendesk, Adyen,Service
- Now, Five9, MS Office Tools, Poker software, Paragon, Paramount Workflow Designer, Jira,
- Asana
- Social Skills
- Attention to details
- Project Management
- Customer Service
- Issue Resolution
- Team Collaboration
- Verbal and Written Communication
- Personnel Management
- Public Speaking
- Quality Improvements
- Team Leadership
- Analytical Thinking
- Problem-Solving Skills
- Quality Assurance
- Collaboration Skills
- Coaching and Mentoring
- Cross-Functional Collaboration
- Corrective Action Planning
- Employee Engagement
- Onboarding, Training, and Development
- Budget Administration
- Training Program Improvement
- Learning Strategies
- Team-Building Activities
- Course Optimization
- Critical Thinking
- Training Program Design
- Workshop Coordination
- Course Materials Development
- Employee Engagement Strategies
- Training Program Development
Languages
Italian
First Language
English
Advanced
C1
Spanish
Upper Intermediate
B2
Timeline
Quality Assurance Program Specialist
Amazon
01.2022 - Current
Event Program Coordinator
Amazon
09.2020 - Current
Senior Investigation Specialist
Amazon
08.2019 - 12.2021
Super Agent
Vittoria Services
11.2018 - 01.2019
Mobility Genius Agent
Ubeeqo, Car Sharing
03.2018 - 10.2018
Senior Gaming Technical Support Agent
Arvato Bertelsmann
12.2016 - 02.2018
Jewellery Designer
HS SILVER
09.2013 - 03.2014
Photographer, Marketing Assistant
Classic Jewellers
02.2013 - 08.2013
Freelancer, Photographer,Marketing Assistant, Jewellery Designer
Jos.Debono Jewellers Est
01.2013 - 01.2016
Jewelleries
Lapini Paolo Gioielli
10.2010 - 06.2011
Roco Preziosi S.n.c
01.2009 - 09.2010
Diploma of Goldsmith -
Metallo Nobile
English Course -
EF Education Firt
Certificate of graphic designer -
School Nemo Academia of Digital Arts
Goldsmith School Ambrosiana
Diploma of Jewellery Designer -
European Institute of Design
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