Maria Sacchetti

• Create, author, and publish knowledge articles and customer facing communications for Customer Support partners.
• I demonstrate strong problem-solving abilities while troubleshooting issues related to knowledge article integrity or system inconsistencies.
• Partner with Compliance teams to ensure timely and accurate provision of requested information, supporting regulatory and operational requirements.
• Assist Senior Analyst in the successful implementation of new products, contributing to the creation of knowledge articles, customer communications, and associate training while ensuring timely delivery to our stakeholders.
• Created and documented processes for KPM and Collections Enablement teams to streamline operations.

• Responded to customer requests for products, services, and enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
• Developed and delivered a French language course for the team to enhance their ability to handle French Canadian customer calls.
• Supported continuous improvement initiatives within the department by leading feedback sessions, process reviews, and team meetings focused on enhancing performance standards.

• Taught French language courses to elementary school children as part of an enrichment program.
• Offered French and Italian translation, interpretation and voice-over services upon request.
• Completed a 6-month contract with Amazon to train Alexa in understanding Canadian French

• Ensured compliance with labor laws and regulations through regular policy updates and timely response to employee inquiries.
• Enhanced employee satisfaction by implementing targeted training programs and professional development opportunities.
• Improved workplace culture, fostering open communication and a positive work environment through team-building initiatives.

• Led the development and implementation of call center processes, ensuring seamless operations from day one. Played a key role in establishing customer service protocols.
• Coordinated the recruitment, onboarding, and training of new staff, building a skilled team to meet operational goals.
• Designed and optimized workflows for customer service representatives, enhancing efficiency and reducing response times.
• Implemented quality assurance standards and metrics to monitor performance and ensure customer satisfaction.
• Developed and maintained reporting systems to track key performance indicators (KPIs) and drive continuous improvement.
• Provided expertise and collaborated with cross-functional departments during the start-up phase to ensure smooth integration of processes and systems.
• Managed a team of 3 supervisors, 1 manager, and 60 call center associates, overseeing operations and ensuring continued success post start-up.

Held various roles over a 10-year tenure at Bell Mobility, gaining diverse experience and contributing to different areas of the business.

• 1998-1999 Manager, Sales & Distribution
• 1997 Call Center Start-up Consultant in Brasilia, Brazil
• 1995-1997 Team Leader Customer Acquisitions
• 1990-1995 Collection Representative / Project Coordinator