Espoon kaupunki - Esbo stad - City of Espoo

After having worked for some months as Recruitment Assistant, I started as a Career Counsellor, providing more 1:1 guidance to our clients. I manage a portfolio of around 60 clients per month.

I keep working on coaching my clients and assessing their needs for different services, organize and host workshops every month, contribute to developing internal services. 

My clients' areas cover IT, Business (HR, Sales, Marketing), Engineering, but also other fields, such as Research. 

Areas of focus:

◦Coaching: Provided personalized guidance to 200+ clients, enhancing their job application skills. Client feedback on coaching sessions: 9,3/10.

◦Project Management: Led and organized 16 workshops on crafting job applications and acing job interviews, attended by nearly 350 job seekers. Client feedback 8,5/10. 

◦Process & service development: Co-responsible for improving and developing various internal processes and services, including new onboarding process, job ad matching, workshops, etc.

Career Counselor

Agile Search

• Successfully sourced and engaged top talent across the tech industry domestically and internationally.
• Led and supported executive searches and partnered with clients to provide top-notch recruiting services.
• Excelled at building meaningful relationships with candidates and recognized for exceptional communication skills.
• Demonstrated expertise across a wide range of technical roles, including full-stack Java and Javascript developers, .NET/C# developers, and PHP developers.
• Led DEI initiatives, including the creation of our first-ever DEI survey and policy, as well as hosting sessions to promote diversity and inclusion.
• Led multiple DEI sessions during Agile Search Academy and conducted an evaluation of participants' final assessment.
• Analyzed data and planned team activities, and fitness competitions for the Helsinki office.
• Contributed to the creation of the company's first employee handbook, with responsibilities for several key areas.

Technical Talent Acquisition Specialist

Enfuce

• Successfully sourced and reached out to hundreds of potential candidates in European markets, leveraging my extensive network and market knowledge to identify top talent.
• Screened CVs for all my tech roles and assessed candidates through interviews, providing detailed reports and feedback to both candidates and hiring managers.
• Proven stakeholder management skills, handling weekly communication as well as supporting hiring managers in defining hiring processes. 
• Maintained ongoing communication with candidates throughout the recruitment process, providing updates and addressing their concerns in a timely and professional manner.
• Conducted market analysis to identify trends and insights on the talent pool in European markets, providing valuable data-driven recommendations to the business.
• Recruited for a diverse range of technical roles, including Java/AWS Software Engineers, Delivery Engineers, Software Architects, Subject Matter Experts, and Cloud Engineers.

Talent Acquisition Consultant

Swappie

• Sourcing and Hiring - identifying future hiring needs, sourcing potential candidates on UpWork, prescreening candidates based on job postings, and conducting interviews.

• Onboarding & Training - I have been onboarding and training new FLs for more than 18 months, providing them with a two-week training, keeping the onboarding material and documentation up-to-date, and making sure the onboarding is smooth.

• Shift planning - biweekly shift planning taking into account the needs of the team and of the company.

• Data Management - KPIs tracking on a daily, weekly, monthly, and quarterly basis.

• Audits - analysis of team performance, reporting feedback, discussing how to improve and increase efficiency.

Additionally,

• Content creation & copywriting - maintain, enrich and optimize for SEO and conversion Swappie's Knowledge Center in Italian.

Team Coordinator (Hiring in Customer service)

Responsible for Italy's customer success

• Customer Success - I have been handling an average of 400-500 messages on a weekly basis with a Nicereply score of 9.6/10 and a Kustomer score of 5/5. In addition to regular customer support both pre and post-sales, I have also been dealing with complex cases involving fraud, legal & tax complications, invoices, warranty & refunds, risk assessment, and brand equity

• Customer Journey - cooperating with Marketing, Operations, Warranty & Returns to develop and maintain a successful customer journey both pre- and post-purchase

• Customer Communications (both internal and external) - Tone of Voice, website development (Woocommerce, WordPress), community management (Facebook/Instagram/Youtube)

• Data Management - KPIs tracking on a daily, weekly, monthly, and quarterly basis

• Supporting the Expansion/Marketing department - reporting customer feedback, keeping customer success and marketing aligned, investigating efficiency improvements via new tools, giving feedback on customer research & marketing initiatives

• Vast experience with the following CRM & automation tools: Facebook chat, Front, Drift, Kustomer, Aircall

• Influencer management 

• Content creation & copywriting - maintain, enrich and optimize for SEO and conversion Swappie's Knowledge Center in Italian

Customer Success Specialist

Insight

Responsible for Insight Managed Services growth in Madrid

• Customer Success - I worked 24/7 shifts, handling an average of 400 tickets and calls on a weekly basis, providing support for internal and external help desk, CSP customers, with a resolution score of 95%. The unsolved cases were promptly escalated to Tier 2 and 3 according to internal policies.

• Monitoring - I monitored health care servers during day and night shifts and reported any deficiency to Tier 2 and Tier 3 specialists. All cases that required immediate actions were dealt with with the highest priority and without any delay.

• Supporting company's expansion - reporting customer feedback, keeping customer success and sales aligned, investigating efficiency improvements via new tools, cooperating weekly with Customer Success Managers, sales department, and Account Managers.

• Extensive experience with Windows 10, Office 365, and Azure: providing support to Microsoft Cloud Solution Provider Program (CSP) customers, I developed expertise with MS Word, Excel, Skype, Teams, Onedrive, Outlook, Azure.

• License management - buying and managing Office licenses for CSP customers.

• Vast experience with the following ticketing systems: ServiceNow, NextDesk, ServiceAid

• Content creation & translation - drafting an internal Help Desk documentation, translating from English into Italian our ticketing system, contributing to validate translations, checking and updating knowledge base.

Customer Operations Analyst

Infomark Srl.

•	Conducted market research via qualitative and quantitative methods delivering great results
•	Data collection & analysis - I summarized interview contents, created detailed reports, analyzed and structured the results via Excel, and delivered actionable feedback that was used for product development
•	Developed interview techniques to put subjects at ease and maintain interviewers' neutrality.

Market Analyst

ADN Call Center Srl

I worked for the main Italian telecommunications company. Specifically, I performed:

- B2C sales, offering the most advanced bundles in terms of quality and speed for landlines.

I achieved good results while working under pressure, improving teamwork capabilities, and proving patience and empathy.

B2C sales operator

IISS Aldo Moro

As one of the most proficient students, I was offered a contract to teach English to students of the first two years of my high school.

During the course, I prepared them for a certification exam. All of them passed with brilliant scores.

English Teacher

I currently work as a career counsellor at the Competence Center for Highly Educated Immigrants at the City of Espoo. The service is part of Employment Services. I coach & mentor around 60 clients per month. I provide tricks and tips on CVs and cover letters, define the needs for services, define their networking strategies and personal branding, and train them on job interviews. 

Alongside my colleagues, we have created as well as developed workshops on:

- Personal branding 
- Networking & reaching out to employers
- Job applications 
- Job interviews

Listen to our NEW podcast, The Career Cast - Finland Edition: https://open.spotify.com/show/3Q9dUZIorkHt1jGFXcSmCG (First episode is out!). If you are looking for a job in Finland or are stuck in your career and need a new direction, this podcast is FOR YOU!

As a person, I am always up to new challenges. I am proactive and hungry to learn, and I am a firm supporter of communication. I find it the key to success.

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