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Istituto Marangoni Paris
- Consultant
2016 - maintenant
Ensure accurate and complete alumni database records; capture contact, biographical and career information of alumni via social networks, surveys, projects, correspondence, website, postal returns, etc.
Following the start up of CSM Symplicity for all alumni storage path and activity.
Planning and implementation of programs and projects that strategically engage alumni in strengthening programs and provide tangible benefits to alumni.
Establish and build relationships with a wide range of alumni, locally, regionally, nationally and internationally; maintain regular communication with alumni via direct contact, email blasts and alumni web pages.
Educate graduating students about alumni benefits and engage them in programs.
Partner with Market Group Director to spearhead the introduction of alumni involvement in the admissions process; planning the growth and accessibility of career networking services for students and alumni.
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Global Blue
- Refund Resource & Quality Assurance Mananager
Nyon
2012 - 2015
Tel. 0039/03311778699
Refund Resource & Quality Assurance Manager
Designing and driving the new Quality Assurance Program among all direct Tax Free Refund Points.
Assuring to Refund Points to be in line with the Quality standard targets centrally agreed (Program Training, Behaviour Communication, and Monitoring).
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GLOBAL BLUE TAX FREE SHOPPING
- Quality & Training Manager Designing and driving
2012 - 2015
the new Quality Assurance Program among all direct Tax Free Refund Points
Quality
* Assuring to Refund Points to be in line with the Quality standard targets centrally agreed (Program Training, Behaviour Communication, and Monitoring) ;
* Implementing and monitoring Quality KPI to offer the best possible service to customers as well as the increasing of efficacy business flow ;
* Creating a staff database to map the Refund staff with personal and professional details to develop and drive their career inside the company ;
* Promoting as internal ambassador the new company culture
Recruitment, Training & Development
* Recruiting activities with HR to discover talents for all European Refund Point and with Sales and Italian Marketing to create the new team for Expo 2015 ;
* Organizing Career Days where to manage job interview, company presentation and increase the brand identity
* Changing Management support in HR Information System implementation ``WorkDay'' (support to managers, HR coordinators and payroll staff for area)
* Identifying, designing, executing and follow up of Refund Training activities
* Conducting training to Management team and employees working in Refund Points in EMEA and APAC.
* Conducting training to Management in cooperation with HR to introduce the use of Workday inside the company
* Coaching to Manager/staff on Performance Evaluation process and content
* Organizing tailor made coaching activities through external consultants
* Managing hostess and refund clerks' graduation ;
* Full responsibility for HR Performance Evaluation tool within Refund Department
* Partner with Italian and French commercial department to share business and operational requirements in creating targeted business campaigns and solutions
* Supporting HR in contractual and labour law issues ;
* Supporting German HR team in managing issues with the Local Labour Union
* Involving in Labour law, collective agreements and disciplinary procedures within Refund Teams
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GESTMED s.r.l.
- Senior Consultant
2011 - 2012
Professional mediator
* Managing civil and commercial disputes ;
* Conducting training to lawyers and managers about mediation in civil and tourism disputes
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GESTMED s.r.l.
- Mediator
2011 - 2012
Tel. 0039/0289423657
Professional mediator in civil and commercial disputes.
Conducting training to lawyers and managers about mediation in civil and tourism disputes.
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GESTICLAIM ™
- Co-founder & Senior Consultant
2009 - 2012
Tel. 0039/0240047469
Co-founder and Senior Consultant
Co-creating the brand and being a Consultant in legal issues, law and regulations in Tourism field.
Working together with members of Gesticlaim™ for Network growth and business expansion in selling services in outsourcing to Tour Operators, Hotel Chains, Travel Agencies, OLTA and Airline Companies for customer care, legal and HR Offices.
Monitoring customer costs, managing every kind of complaint and issues avoiding court cases.
Checking law and terms conditions.
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Bocconi University
- Co-founder & Senior Consultant
2009 - 2012
Managing complaints and legal issues
* Co-creating the brand Gesticlaim ™
* Working together with members of Gesticlaim™ for Network growth and business expansion in selling services in outsourcing to Tour Operators, Hotel Chains, Travel Agencies, OLTA and Airline Companies for customer care, legal and HR Offices
* Monitoring customer costs, managing every kind of complaint and issues avoiding court cases
* Checking law and terms conditions ;
* Supporting HR Manager in Recruitment administration, drawing up contracts and offers of employment, documentation for starters and leavers, drawing up letters for changes in pay or terms and conditions, bonus letters
* Supporting managers in disciplinary procedures liaised with solicitors
* Conducting training to Manager and travel agents about Tourism rules and regulations'
* Teacher at MET in Bocconi University
* Managing creativity
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VALTUR S.p.A.
- Customer Relations and Marketing Support Manager
2008 - 2009
Tel. 0039/0230099811
Customer Relations and Marketing Support Manager.
Managing the Contact Customer Service and the Emergency Toll Free Number.
Managing complaint activities with an increasing attention to risky issues (calls, letters, email and social medias).
Taking part to mediation meetings with customers by delegation of the CEO.
Conducting regular training to sales team and hotel staff in HQ and in Valtur Academy.
Overviewing on public advices and information's given to customers on the web site.
Implementing a CRM system to control and analyse data about customer satisfaction.
Following the start up on Facebook and Social media, intercepting community, being moderator.
Increasing the Customer Experience /Satisfaction strengthening Company brand on tourism Market.
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Valtur Spa
- Customer Relations & Marketing Support Manager
2008 - 2009
Managing complaints avoiding the legal phase developing the internal diffusion of the Customer Culture
* Managing the Contact Customer Service and the Emergency Toll Free Number
* Managing complaint activities with an increasing attention to risky issues (calls, letters, email and social medias)
* Taking part to mediation meetings with customers by delegation of the CEO
* Conducting regular training to sales team and hotel staff in HQ and in Valtur Academy
* Overviewing on public advices and information's given to customers on the web site
* Implementing a CRM system to control and analyse data about customer satisfaction
* Following the start up on Facebook and Social media, intercepting community, being moderator
* Increasing the Customer Experience /Satisfaction strengthening Company brand on tourism Market
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VALTUR TO S.p.A.
- Customer Service Employee
2002 - 2008
Tel. 0039/0280622300
Customer Service Employee
Commercial Office (pre-sales and back office activities), Customer Relations and Legal Office.
Responsible for the managing customer complaints, writing replies, evaluating refunds and damages being in direct touch with customers, travel agencies, consumer associations, lawyers and law firms partners.
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Customer Relations and Legal Office
- Customer Service Employee
2002 - 2008
* Commercial Office (pre-sales and back office activities), Customer Relations and Legal Office
* Responsible for the managing customer complaints, writing replies, evaluating refunds and damages being in direct touch with customers, travel agencies, consumer associations, lawyers and law firms partners
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EF Educational s.r.l.
- Sales Marketing Employee
2001 - 2002
* Direct marketing activities B2B and B2C, telemarketing, pre-sales and direct sales
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EF Education First s.r.l
- Sales Marketing Employee
2001 - 2002
Tel. 0039/0277891
Sales Marketing Employee
Direct marketing activities B2B and B2C, telemarketing, pre-sales and direct sales.
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Law Firm Ceriotti&Crespi
- Internship
1999 - 2001
Tel. 0039/0331541150
Legal Internship
Legal practises, drafting letters and legal documents. Taking part to civil hearing.
I hereby authorise the use of my personal details solely for circulation within the company.
Milano 02/11/2015 Tatiana Torlaschi
