domenica vallino

resp risorse umane

About

I approached the world of Assistance by chance as a call centre agent and had the chance to discover its many facets during my career, evolving to call centre supervisor and then manager. During my time as manager, I specialized in recruiting, performance evaluation and agent 24h planning, so when the HR department was created in 2009 I was offered the job as HR Manager. Acquiring the other multifarious competences involved in the job has been a tough but totally inspiring challenge, rewarded by the attainment of a fullfilling and stimulating professional role in a constantly evolving company.

Country

italy

City

milan

Industry

individual & family services

Skill

team building, pubbliche relazioni, coaching, management, public speaking, microsoft office, problem solving, sviluppo organizzativo, lingua inglese, leadership, microsoft excel, trattative, negotiation, assistenza clienti, organizational development, project management, strategia d'impresa, english, business strategy, recruiting, business plan, risorse umane, gestione team, change management, descrizioni offerte di lavoro, sistema di gestione delle risorse umane

Experience

operatore di assistenza

pronto assistance

1993-1 - 1995-1 · 2 yrs 1 mo

The world of Assistance (insurance branch 18) was a revelation that took place thanks to this first experience and gave a permanent direction to my professional life

responsabile coordinamento centrale operativa

ima italia assistance

1996-5 - 2009-2 · 12 yrs 10 mos

I arrived in IMA Assistance as a call centre agent and after one year I was offered the job as call centre supervisor, soon becoming call-centre manager. I held this job for about 12 years, at first as sole manager with a team of around 20 agents then, as the assistance team increased, sharing a joint responsibility with two other managers. The role involved problem solving and decision making on difficult cases, description of assistance products and procedures for on-line reference dedicated to agents, reports and data analysis, team building and staff performance evaluation, contact with business Clients, staff planning on a 24h basis, agents recruiting.

resp risorse umane

ima italia assistance

2009-3 - Present · 17 yrs 7 mos

* Responsible for HR related decision making and both day to day * management and HR strategic direction in close cooperation with the * management * Responsible for day to day and strategic covering of the 24h * operations centre * Responsible for recruitment activities and for developing a * recruitment plan * Analysing HR related data and delivering both internal and external * reports * Providing managers with advice on all HR issues * Ensuring payrolls are accurately administrated * Ensuring that performance or grievance issues are dealt with in a * legally compliant and professional way * Organizing and monitoring the staff performance appraisal process * Ensuring that all job descriptions are kept up to date * Involvement in all employment terminations * Industrial relations