Pamela Pappani

- Partnered with Team Leads and Workforce Management to coordinate daily operations and optimise workflow execution - Analysed operational processes, identified inefficiencies and supported continuous improvement initiatives - Conducted quality evaluations and transformed findings into actionable coaching and process recommendations - Built operational reports and monitored KPIs to support informed decision-making - Designed onboarding programmes, training plans and operational documentation

Progressively assumed operational responsibilities beyond customer support. - Supported daily operational planning. - Coordinated daily workload across multiple communication channels. - Delivered coaching and training sessions. - Served as operational point of contact for stakeholders. - Provided feedback to improve operational processes.

Customer support across multiple channels. - Back-office operations. - Escalation management. - Social media customer support. - Collaboration with internal specialists.