Stephanie Tonial
Edinburgh
Summary
Engaging leader with proven success applying project management techniques to execute plans. Talented at resource management, coaching and staff development. Excellent at evaluating processes critically to identify areas of improvement and implement detailed action plans for positive results.
Overview
6
6
years of professional experience
Work history
Service Manager
Trip.Biz
Edinburgh
11.2024 - Current
- Managed daily operations to ensure exceptional customer service and satisfaction.
- Implemented a whole new Quality Framework across 3 different sites in different countries and regular collaboration with HQ stakeholders.
- Developed training programmes for new employees to ensure adherence to company standards.
- Coordinated with multiple departments to streamline processes and optimise resource allocation.
- Monitored performance metrics to identify areas for improvement and implement corrective actions.
- Assisted in developing service policies and procedures to align with organisational goals.
- Conducted thorough audits on services provided, maintaining top-quality standards consistently.
- Assessed employee performances regularly, providing constructive feedback where necessary for continuous improvement.
User Satisfaction Executive
Skyscanner
Edinburgh
07.2021 - 11.2024
- Fostered excellent client satisfaction by providing in-depth support.
- Procured feedback from customers to improve service experience.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Liaised clearly with technical and non-technical stakeholders.
- Facilitated communication between travellers, partners (travel agents) and internal teams on a regular basis.
- Cooperated with business partners and management to ensure our partners deliver up-to-standard support for our mutual customers.
- Worked alongside management and other internal teams on projects aimed at identifying opportunities for process streamlining and quality improvement.
- Consistently met and exceeded KPIs related to contact volumes, customer satisfaction ratings tickets' SLAs.
Localisation Executive (Secondment)
Skyscanner
Edinburgh
09.2023 - 06.2024
- Handled day-to-day tasks and internal requests while consistently meeting deadlines and providing support and coaching for other teams in the business.
- Delivered timely translations, meeting project deadlines and client expectations.
- Collaborated with marketing teams to adapt promotional materials for international markets, expanding brand reach.
- Reviewed written texts for grammar, spelling and contextual accuracy.
- Researched industry-specific terminology to enhance translation accuracy.
- Coordinated with project managers and internal stakeholders to prioritise translation assignments within the agreed company budget.
- Advised different teams on how to bridge language barriers, fostering inclusivity.
Operations Executive
Skyscanner
Edinburgh
01.2020 - 10.2020
- Worked with various teams to address operational challenges and find solutions.
- Managed and maintained comprehensive documentation for operational processes.
- Coordinated with external partners for successful execution of joint projects.
- Analysed data to identify trends and recommend operational improvements.
- Designed and implemented training to further develop staff based on business goals.
- Created and implemented key documentation for Quality Monitoring purposes.
- Designed and maintained a high number of customer-facing Help Site articles.
Skills
- Excellent at decision-making
- Strong written and verbal communication
- Bilingual in both English and Spanish
- Highly skilled at process streamlining
- Solid knowledge and experience of Zendesk
- Jira and Confluence proficiency
- Leadership, coaching and training experience
- Quality Assurance
- SLA and KPI tracking
Affiliations
- Gaming
- Cycling
- Sci-Fi
- Animal Welfare
Languages
English
Native
Spanish
Native
Personal Information
Nationality:
References
References available upon request.
Timeline
Service Manager
Trip.Biz
11.2024 - Current
Localisation Executive (Secondment)
Skyscanner
09.2023 - 06.2024
User Satisfaction Executive
Skyscanner
07.2021 - 11.2024
Operations Executive
Skyscanner
01.2020 - 10.2020