Marco Mancin

• Database management (My SQL / Python aggregators) • Maintenance and development of analysis tools with MS excel / SQL • Creation of performance reports to identify detractors • Scheduled education and mentoring of Revenue management principles. • Co-management and forecasting of selected properties.

• Main point of contact for escalation from new business site • Maintenance and monitoring of performance KPI for medium/long -term projects. • Ad hoc Project management with attainment of go-live dates. • We/Mo/Quart. presentation reviews with stakeholders and senior project owners. • Revision and owner of work instructions / business control documents • Creation of performance reports to identify detractors • Remote performance management of support team (70 FTE)

• Team leader for UK & Ireland (front office support desktop-laptop) 25 agents • Liaison between Front Office and in-country escalation contact • Analyzed and maintained customer satisfaction reports • Performed and advised HR duties with FO agents

• Solved hardware and software problems on desktop and laptop PC • Provided customer with information on warranty and ordering system • Teamwork in implementation of new procedures • Presentation for bi-weekly meeting with managements for customer satisfaction • Quality call process. responsible for agent assessment

• Search for new customers through conventional method and through the web • Sales and marketing relationship with existing international customers • Special assignment: IT Technical support inside the company and development and maintenance of the company's website

• Major: System Administrator GPA 3.45/4.- • Additional coursework in CAD and Information Systems