Accounts Receivable Assistant (2017 –)
British Sky Broadcasting Ltd. (Watermark, Alba Campus, Livingston, EH54 7HH)

•    Subscribers credit management: credit checks on customer’s balance and associated transactions in order to correctly process or deny refund requests, cash allocation for incoming payments;
•    Stakeholder management, both internal and external: liaising with Italian finance leadership, legal, anti-fraud and customer care team and banks;
•    Monthly data collection and analysis to create deliverables reports and identifying trends in activities, root cause analysis of problems;
•    Unallocated cash reporting and database reconciliation for the wider Manual Payments area;
•    managing stakeholders expectation on SLAs reached against requirements, communicating efficiently on the problems identified and the actions taken to mitigate the impact and resolve the issues;
•    AS IS refund process mapping, stakeholder identification, requirements gathering for the Refunds Project;
•    Administrative support lead for LGBT+@Sky network: organising networking events, liaising with senior stakeholders and sponsors and working towards the achieving of VOGs in accordance to Sky purpose and values.

Bilingual Customer Query Analyst (2016 – 2017)
Sykes Global Services, Calder House Pentland Gait, 599 Calder Rd, Edinburgh EH11 4GA

•    Customer advising on products and various query resolutions;
•    Compilation of Client required reports and escalations;
•    Identification, analysis and reporting on issues arising after the migration to Salesforce user interface, liaising with IT and Client control framework to highlight pain points and critical areas;
•    Reporting on missing data in knowledge database to relevant stakeholders.

FORMAL EDUCATION

Postgraduate Study: MAInternational Relations and Institutions of Japan (2012)

Institution: Università degli Studi di Napoli “L'Orientale”

Graduate Study: BA(Hons) Japanese Language and Culture (2009)

Institution: Università degli Studi di Roma “La Sapienza”

ADDITIONALCERTIFICATES AND TRAININGS

(Delivered by Sky) Six Sigma Yellow Belt (2018): PASS

Advanced Excel Functions (2017): Pass

Advanced Excel Features (2017): Pass

Certificate of Attendance (2009): PASS

Intensive Advanced three months summer course

Institute: ARC Academy, Kyoto, Japan

Certificate of Attendance (2007): PASS

Intensive Intermediate one month summer course

Institute: TOPA 21st Century Language School, Tokyo, Japan

SKILLS

Language Skills:

·         Italian: fluent;

·         English: fluent;

·         Japanese: advanced;

·         French: professional working proficiency;

·         Spanish:basic.

Interpersonal Skills:

·         Excellent Organizational skills;

·         Excellent Communication skills;

·         Excellent ability to work under pressure and deliver results in a busy environment with tight deadlines;

·         Excellent attitude to both individual and team work;

·         Excellent ability to remain calm in stressful situations

COMPETENCES
•    MS Office Pack: Word, Excel, Outlook, PowerPoint, Publisher, Access;
•    SAP ERP working knowledge;
•    Continuous Improvement tools (CI portal);
•    Project management tools (Microsoft Project, Micorsoft Visio);
•    Internet and social media.

CERTIFICATES

(Delivered by Sky) Six Sigma Yellow Belt (2018): PASS
Project Management Foundations: completed (delivered by Lynda.com)
Project Management Foundations: Procurement (delivered by Lynda.com)
Leading Projects (delivered by Lynda.com)