Sabina Toricegiu Di Nicoli

• Supervised daily operations, ensuring no customer shipment misses and seamless shift execution in my capacity as Area manager and Proxy OM.
• Improved safety within the department through initiatives such as 'You Said We Did,' quarterly walks to engage with Associates, and upskilling the team in raising dragonflies and CI ideas, leading to a 67% improvement in SLI (from 6% to 2%) and a 79% improvement in SBI (from 19% to 4%).
• Scheduled training to upskill my team in Problem Solving, Process Guidance, Jumbusters, and Waterspiders by identifying gaps within the shift's indirect population.
• Implemented weekly Pack Productivity and SIPP compliance reports, resulting in significant improvement in quality and productivity within the pack department.
• Identified a decline in quality metrics within the pack department, where DPMO consistently exceeded thresholds. I developed and launched a weekly pack quality report, initiated targeted coaching sessions for associates with highest errors, and collaborated with Learning & Development to create and implement a pack quality school across all four shifts. These initiatives resulted in significant improvements across four key metrics: reducing SLAM Kick out DPMO from 20,600 to 9,500, SLAM Wrong Box from 15,000 to 6,500, Missing items from 1,400 to 1,100, and Damage Items from 650 to 600, achieving an average reduction of 35% Week-over-Week.
• Redesigned the Kickout workstation layout on the West Loop to improve ergonomics. The new design will eliminate lifting, which was the key issue gathered from AAs feedback, and reduce the risk value from 2 to 1, thereby decreasing the risk of repetitive motion injuries.
• Identified issues related to paper bags jamming the sorter. The 2 main root causes I identified were: improper packing procedure and unsuitable items being packed in paper bags. To tackle the issue, I created a quip which I shared with all pack AMs and Leads asking for a list of ASINs that were causing jams and were not suitable for the sorter. 62 ASINs were collected and subsequently moved to exception.
• Spearheaded the adoption of a new ASIN decertification tool for paper bags. After learning the system, I trained Problem Solvers and Process Guides, created a department-wide guide, and successfully decertified 27 unsuitable ASINs to box packaging. To further enhance quality, I collaborated with L&D to implement Paper Bags In-App training across all shifts that was completed by all AAs across the four shifts.
• Reduced Damage Concessions average DPMO from 1544 to 1328, achieving a 10% Week-over-Week improvement through multiple initiatives: implementing coaching for non-box compliance, increasing bin audits for proper item prep, coordinating with network sites to standardize prep procedures, and moving ASINs in their correct process paths.
• Supported the implementation of SIOB, SIOC, and Custom Packaging Barcodes across all Pack SLAM stations, driving SIPP SIOB compliance from 82% to 94% weekly average, a 14% improvement in compliant shipments. To maintain these improvements, weekly coaching is raised targeting Associates with the highest non-compliance rates.
• Trained as an Engagement Partner to support sites across the UK in fostering a positive work environment and collaborating with the leadership team to provide insights and guidance.
• Resolved conflicts promptly to promote positive environments for customers.
• Conducted daily/weekly audits and risk assessments to achieve regulatory compliance.
• Created and implemented Singles and Exceptions Golden station for best practice to aid operational performance.
• Appointed as BEN POC for the site and fostered a positive work environment by organising giveaways and engaging activities for Africa Day and Black History Month.
• Trained as a Team Lead Coach for Days to upskill and support the site’s T3 population in their day-to-day responsibilities by delivering trainings and 1:1 sessions.

• Managed high-volume customer queries simultaneously through effective multitasking.
• Created strong value-added relationships with customers, driving business development and profit potential.
• Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
• Adhered strictly to policies and procedures for continued company compliance.
• Received positive feedback from customers.
• Replenished store inventory regularly, monitoring stock demands to appropriately address customer needs.
• Used scheduling systems to plan production and maintain stock levels.
• Trained new employees on cash register operations, advising on appropriate handling of customer sales, refunds and cashing up.

• Assisted with promotional activity to increase donations and drive sales.
• Secured shop and high-value stock to protect charity assets.
• Raised awareness of charity activities and fundraising campaigns.

• Carefully prepared engaging scripts and presentations for high levels of tourist satisfaction and enjoyment.

• Guided 5 to 10 groups a day

• Helped increase donations by 5%

• Conducted foreign-language tours using advanced Italian and English abilities to provide inclusive tours about history of II world war air-raid shelter.

• Coordinated smooth-running tours and resolved problems with itineraries, services, or accommodations.

• Registered tour guests, issued paperwork, and processed fees.

• Assisted management to assess and improve existing processes, formulating and conveying sophisticated insights on internal practices.
• Demonstrated critical time management and organisational skills to balance studies alongside work.
• Coordinated files, spreadsheets and reports for staff.
• Answered telephone to assist callers and take messages.
• Produced high-quality spreadsheets and presentations for internal and customer-facing needs.
• Provided project support from planning to budget tracking.
• Updated company website and social media channels with excellent copywriting skills.
• Entered financial data into company accounting database for verification and reconciliation maintaining accurate and current accounts.
• Produced accurate monthly cash summaries to monitor financial activities with confidence.
• Established positive professional relationships within working environments.
• Shadowed senior team members to develop practical knowledge and gain critical industry-specific skills.