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Carmelo Dolcemascolo

is working from home. 🏡

Angestellt, Delivery & Fulfillment Quality Specialist, Hive Technologies GmbH
REINICKENDORF BERLIN, Germany

Skills

Customer service
Support
Communication
Coaching
Facility Management
Recruitment
Customer care
Customer Support
Quality Management
Human Resources
Budget
Compensation & Benefits
MS Office
Customer Relations
Process Optimization
Social science
Customer Relationship Management
Complaint management
Customer satisfaction
Customer Experience Management
Hotel reception
Team work
Team leadership
Business Contacts
Customer orientation
Leadership skills
Deadline monitoring
Leadership
independent
Responsible
Reliability
Loyalty
Motivation
Creativity
Soft Skills
Commitment
Communication skills
Enthusiasm
ambitious
willingness to travel
Flexibility
Attention
ability to work under pressure
Organizational skills
Fast learner
willingness to learn
Analytical skills
Friendliness
International experience
Intercultural competence
Empathy
Conceptual thinking
problem solving skills
open minded
Interpersonal skills
Assertiveness
Patience
Personal responsibility
self-confidence
attention to detail
Management
Project Management
Quality Control
Negotiation skills
Quality standards

Timeline

Professional experience for Carmelo Dolcemascolo

  • Current 2 years and 5 months, since Feb 2023

    Delivery & Fulfillment Quality Specialist

    Hive Technologies GmbH

    Fulfillment (B2B/B2C): -Manage new packaging guidelines per SKU and season campaigns -Monitoring and resolving the incidence of damaged SKUs -Handle inquiries for wrong and missing SKUs -Monitor SLAs and carrier's performance -Build reports and handle escalations with carriers and merchants -Manage carrier claims -Design and deliver training for new joiners in the CS team and Account Managers -Onboard new merchants on claims -Participate in escalations for merchants canceling their Hive membership

  • 5 months, Oct 2022 - Feb 2023

    Customer Support Specialist

    Hive Technologies GmbH

    Manage all types of inquiries from merchants’ for the German, French, Italian, and Spanish markets, regarding inventory, SKUs, orders, returns, restocking shipments, delivery issues, cancellations, downgrades, and upgrades of membership, and claims

  • 4 months, May 2022 - Aug 2022

    Customer Experience Training and Development Specialist

    MPB GmbH

    -Ownership of regional EU Customer Experience onboarding and training -Design and deliver relevant training material for all the stages of the customer journey -Develop a skills matrix -Maintain a record of all training and development activities and material -Develop and update targeted internal/external Help Centre content -Collaborate with internal stakeholders to update training material, Knowledge Base, macros, and Help Center -Develop a tagging system that streamlines customers' contact reason

  • 2 years and 1 month, May 2020 - May 2022

    Senior Customer Support Specialist

    AMBOSS GmbH

    -Provide expert support -Collaborate with internal stakeholders (e.g. Partnership Marketing, Editorial Content, Product, Chargebee membership) -Contributing to updating our Internal Knowledge Base and Help Center with Zendesk and Notion -Creation of internal articles in the KB, Help Center and macros in Zendesk for the ES market -Manage Marketing promotions and Institutional Licenses -Track customer satisfaction (NPS)

  • 1 year and 1 month, May 2019 - May 2020

    Customer Service Coaching Specialist

    N26 Group

    -Responsible for the QA of processes and communication to keep targets for in-house and outsourcing teams -Guide and develop the goals of specialists with shadowing; QA evaluations; individual and group coaching sessions -Report achievements in a monthly basis accross the teams -Implementation of the grow model and scaling framework to identify and achieve performance goals -Work closely across product; content; implementation and team leaders -Hold workshops to train and lead towards self-organization

  • 1 year and 11 months, Jun 2017 - Apr 2019

    Senior Team Leader

    Abramo Deutschland GmbH

    -Oversight of resources and rotation among teams to cover the service -Planning staff development organizing the relevant trainings to fulfill the different career levels, from Entry to Senior levels -Engage the team with the goals of the project defining specifics and deadlines mainly through Brainstorming -Map constantly the performance of the team to identify behaviors and intervene to cover gaps & give recognition -Manage QA and other KPIs -Supervise and intervene in the hiring process.

  • 8 months, Nov 2016 - Jun 2017

    Customer Care Team Leader

    Abramo Deutschland GmbH

    -Manage the full call center tasks -Set targets for all the specialists -Schedule and organize shift patterns -Prepare forecasts and budgets for the call center -Monitor performance to ensure high quality standards -Facilitate and organize training sessions for all the specialists and participate in the recruitment of new joiners -Submit regular reports to management and set new strategies

  • 1 year and 1 month, Oct 2015 - Oct 2016

    Customer Care Agent

    Abramo Deutschland GmbH

    -Respond to diverse customer inquiries and help customers to solve their questions via phone and email (inbound and outbound) -Help and give advices to customers about services and technical uses -Provide support with administrative tasks on a regular basis

  • 9 months, Feb 2015 - Oct 2015

    Concierge

    The Abbey Hotel

    - Responsible for the maintenance and security of the hotel - Solve any complaints - Ensure that all rooms are ready for check-in overnight - Attend any request from guests which includes reception duties, such as welcome letters, check-in and check-out, collecting post, deliver and safely storage guests luggage, re-schedule arrival and departure times or length of stay - Deal with vendors to sort out any restoration or maintenance of the building

  • 10 months, May 2014 - Feb 2015

    Assistant Manager

    JB's Dublin Apartments

    - Supervise the daily and final clean of all apartments in the residence - Ensure a high standard quality and proper operation - Solve any complaint about maintenance - Reception duties - Deal with stakeholders for restoration, supply or maintenance of the building - Trainer of new employees

  • 3 years and 4 months, Aug 2010 - Nov 2013

    Compensation and Benefits Consultant

    PGA Group

    Club Survey, Enterprise, Costume, Benefits and Incentives, Employment Contract Survey. Experience in the consulting process and organizational change strategies. Designing and implementation of job descriptions, performance evaluation models and position ratings. Designing and diagnosis of jobs and salaries structure

  • 3 years and 10 months, Oct 2006 - Jul 2010

    Research and Institutional Assessment

    UCAB

    Elaboration of the university statistical yearbook and implementation of teachers’ performance assessment. Interviews’ transcription and analysis

Educational background for Carmelo Dolcemascolo

  • 4 years and 10 months, Oct 2005 - Jul 2010

    Sociology, Social Science

    UCAB

Languages

  • Spanish

    First language

  • English

    Fluent

  • Italian

    Basic

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