Patrizia Ferro Barnes

• Conducted coaching sessions and performance evaluations to identify and optimize front-line service opportunities. Actively addressed challenges and removed roadblocks in collaboration with Talent Management. Managed a team of 17+ consultants, navigating a high turnover rate attributed to internal movements and promotions.
• Achieved notable results, including a remarkable 93.3% manager eNPS in the first year, ranking within the top 30% performing teams. Maintained a consistent coaching compliance rate exceeding 90% month over month. Demonstrated a commitment to customer satisfaction by instilling excellent customer service skills through team meetings, presentations, and huddles, fostering trust and commitment within the team.
• Contributed to organizational goals by proposing and implementing new tools to optimize performance in identified areas of opportunity. Collaborated with the engineering team to build tools facilitating key production implementations. Established a structured and measured approach, incorporating the GROW coaching model and SMART goal setting, resulting in a high rate of performers.
• Currently serving as a member of the D.E.I Council, actively contributing to the mission of fostering diversity, equity, and inclusion. Collaborating with workforce forecasting, and participate in the council's activities to assess challenges and opportunities related to D.E.I.
• Ensured continual compliance with all applicable laws and regulations governing store operations. Additionally, played a key role in mentoring team members, enhancing their professional development, and promoting accountability in the workplace.

• Successfully transitioned from the office environment in Bryan, TX, to a Virtual Case Manager role, a shift attributed to outstanding performance. Recognized for excellence, I was offered the Customer Advocacy Virtual role on October 18th, 2019, based on consistently high standards, reliability, and commitment to my previous position.
• Notably, I achieved an impressive 4.8/5 Customer Satisfaction Score overall, showcasing a dedication to delivering exceptional service. Recognized as a top performer, I was offered the Customer Supervisor position for six months in 2019, maintaining an average Customer Satisfaction score of 4.83/5 during this period.
• Actively contributed to the Case Management Virtual Team between August 2019 and January 2020, engaging in team-building activities and collaborating on special projects with C.M Senior Management. Additionally, served as a Virtual Coach and mentor for Nesting new Case Managers in October 2018, demonstrating a commitment to supporting team members in their growth and development.
• As a collaborative team player, I consistently provided best practices aimed at increasing productivity without compromising the quality of service. This approach underscored my commitment to fostering a positive and efficient work environment.

• Collaborated closely with upper management to institute continuous improvements, surpassing team goals. Applied practical networking techniques to facilitate business growth. Excelled as a Customer Service and Sales consultant, earning the Employee of the Month accolade in September 2016.
• Distinguished as the First Amethyst Winner for Customer Service Representative at the Bryan, TX location in 2017, leading to a promotion to Senior Consultant in September of the same year. Demonstrated commitment to professional development by participating in and completing the Leadership Program Classes in 2018.
• Established enduring relationships with both customers and the community, contributing to long-term business growth. This commitment to fostering connections highlighted a dedication to not only meeting but exceeding expectations in the realm of customer service and business development.

• Implemented strategic campaigns and promotions to significantly boost the sales of services and goods. Leveraged robust issue resolution and communication skills to foster and strengthen enduring client relationships. Proactively monitored and forecasted inventory levels, taking prompt actions such as placing new orders to ensure a consistently well-stocked supply.
• Demonstrated excellent verbal skills to engage customers in meaningful conversations, effectively discerning their needs and requirements. Played a key leadership role by providing insight and mentoring to newly hired employees, imparting knowledge and preparing them for their roles. Additionally, took charge of staff work schedules and efficiently assigned team members to specific duties, ensuring smooth operations.
• Exercised meticulous attention to detail in completing thorough opening, closing, and shift change functions to maintain operational standards each day. Managed customer service operations seamlessly, from taking orders to resolving complaints, contributing to a positive and efficient operational environment. This multifaceted approach underscored a commitment to both sales growth and exceptional customer service.

• Served as a booking office professional with a key responsibility for forecasting special events and managing touring guides. Applied expertise as a tourist guide for the Lucian Freud exhibit at Correr Palace in Venice, Italy, overseeing ticketing and booking for various attractions including Doge's Palace, Ca' Rezzonico, Lace Museum, Glass Museum, Ca' Pesaro Museum, and Fortuny.
• Assumed a pivotal role in organizing events with themed menus, exhibitions, and tastings as part of the Laverna team. Took charge as a responsible organizer for exhibits in the Venetian local area. Functioned as a booking agent and touring manager for private nationwide associations, demonstrating a comprehensive understanding of logistical and organizational requirements.
• Thrived in a fast-paced and dynamic environment, maintaining composure and professionalism while effectively navigating challenging situations and managing interactions with difficult individuals to achieve objectives. Managed online booking inquiries and provided assistance to guests throughout the entire booking cycle, contributing to a seamless and positive customer experience.

Preparation in colloquial and classic Arabic. Research with the Cairo University around Philosophy studies.

• 3.5 overall G.P.A.
• DITALS - Specialized course sponsored by the European Social Fund for the teaching of the Italian language and the cultural brokerage;
• Study Abroad: Cairo, Egypt.
• Thesis: Sufism connotation in the Western religion and philosophy.