Francesco Barbagallo

- Managing and developing third level support teammates part of our Global Sell and Payments Team - Team made up of different nationalities and languages - AI-enabled professional who integrates generative AI tools into daily workflows to improve productivity, research, communication, problem-solving, and task automation. - Supporting Partners across the globe to provide an excellent seller experience - Main markets, France, Italy, Spain, ROE (rest of Europe like PL,GR RO etc), ROW (Latin America, CA, etc) - Knowledge and implementation of KYC and Compliance policies - EU Tax Regulations - KPIs reports analyzing with my team, partners performance and take actions accordingly - Calibration sessions internally and externally in order to be aligned on FSP - Resolving effectively process issues, taking immediate decisions is key to speed up resolutions - Supporting in house departments, keeping good relations and cooperate in main projects - Keeping the team at high levels of productivity even when tasks are not measurable by metrics - Planning and carrying out Audits on partners teammates and supervisors evaluations - Identifying and flag bugs on the Payments platform and Sellers Hubs - Reviewing and approving refunds - Knowledge of platforms of payment processors like Adyen, JPMC, Payoneer - Ability to go through company transformation, adapting and organize the team to new org - Performing 121s, end of the year reviews. - Developing talents, creating great assets for the company - Engagement activities

- Manage and develop Payments Teammates Part of the Risk & Payments Global Team. - Launch of the eBay Managed Payments platform for France, Italy and Rest of the World. - Providing immediate feedbacks for process improvements and bugs may occur during the launch and after. - Ability to make discretionary decisions based on research and investigative outcomes. - Taking accurate decisions on a variety of risk, fraud and policy workflows - Strong knowledge of KYC and Compliance policies. - Audits, comprehensive review of the organization's adherence to regulatory guidelines - Handling escalations and offering support to other departments about Payments matters. - Able to set priorities, clear objectives and measures work, monitors process, progress, and results. - Performing coaching, 121 and end of the year reviews. - Interviewing new Teammates, discovering and developing talents. - Keeping the team at high levels of productivity also when tasks are not measurable by metrics. - Strong Level of engagement, keeping attrition on target. - The Team is a Special Matters Expert (SME) in Managed Payments, after the launch our expertise is playing a key role on supporting partners and other LOBs. - Audits and Spot-checks in order to identify, malpractice and adherence to FSP - Handling projects delegated by the Ops Manager, setting priorities that can improve the customer experience and also the work/life balance of the teammates. - Major software used: Workforce, Workday, Slack, Agent Desktop, Unify, Bix and all the Microsoft Office programs.

- Manage and develop team members through training, coaching, Performance Management process, goal-setting and effective timely feedback to ensure that all team members know how they are performing and receive the appropriate guidance to help them improve their performance, conduct their tasks effectively are motivated to strive to consistently achieve/exceed targets. - Develop the coaching skills of the Team Mentors through calibration sessions and coaching observations. - Effectively communicate with staff through huddles and team meetings/briefs in order to ensure team members receive feedback on their own, the team’s and the market’s performance and best practice sharing - Evaluate current processes within the market via huddle feedback, focus groups and / or formal process reviews and recommend alternatives to ensure that processes are continuously improving and changing to meet the needs of the organisation. - Proactively implement plans to deliver targets and regularly review these plans based on market targets and activity. - Adherence to the Global Certification process to include delivery of all objectives outlined in monthly checklist - Interview and hire new employees as required to optimize resourcing levels to ensure that targets and productivity can be maintained. - Maintain positive and effective communication with internal and external customers to provide a service that exceeds customers’ expectations, with a focus on contact reduction/first contact resolution - Facilitate in the implementation of change through planning, communication, influence and evaluation. - Share experience, knowledge and best practice across markets and other business units - Propose, develop and implement an action plan, based upon Mindset and Pulse survey results, to increase employee satisfaction leading to a reduction in staff turnover - Creating incentives and projects in order to improve productivity across the markets - Interviewer behavioral model START

-Invoice B2B and B2C -Analyze and Solve customer queries -Refund procedures -Correspondence with customers, Branches, Managers -Operate in Multinational enviroment and solving Multilingual issues -English, Italian. -High level of first resolution contact

-Reservation -Attending several phone calls at time and providing customers with required information about the car rental, services and facilities -Coordinating with all the departments in order to bring the best possible results -English and Italian -Support new hires on the floor

- Analyse Documents from SUSI (Student Universal Support Ireland) - Data entry - Find and insert incomplete documents - Catalogue all informations - Managing Database programs

- Handling Calls, e-mail and chats regarding issues in payments process, pre-order enquiry and post-order and technical assistance. - Mentoring new hires. - Review of Hi-Tech products details included on the website Amazon.it catalogue. - Support in Italian and English

- Plan Travel experience - Prepare students with lessons before the trip - Follow the students during the college activity - Organize excursions and guide the students in tours - Supervisor and final dossier about the experience

- Organize Tours around Europe - Organize Vilnius visitors tours. - Create and Sell package all inclusive - Translation of the website in Italian - Marketing

Operations, Logistics and Supply Chain Management Leadership and Management Development Human Resources and Developing People Financial and Management Accounting Customer Service and Value Applied Practise