Emanuele Longhi

• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
• Maintained 100% Quality for IT Shop Ads

• Increased sales by 50% in 9 Months
• Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
• Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
• Approved regular payroll submissions for employees.
• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
• Managed inventory control, cash control, and store opening and closing procedures.
• Assisted with hiring, training and mentoring new staff members.
• Completed point of sale opening and closing procedures.
• Maximized sales by creating innovative visual merchandising displays and store layouts.

After working as Senior Quality Analyst for an Indeed vendor, I got hired directly from Indeed, and I am using knowledge gained in this years to perform the below tasks:

• Using language skills and knowledge of the Italian market to evaluate quality standards with supporting data for assigned markets with a 95% target.
• Strategized and initiated new project ideas that will help improve search quality globally, and with a focus on Italy, including reducing the AHT of 50% for direct contact tickets.
• Collaborated with others in Search Quality, Product and Engineering to improve product features and job seeker experiences globally.
• Performed research and deep dive investigations to protect job seeker experience, maintain job quality and mitigate fraud by reducing the fraud rate in the market by 85%.
• Ability to interpret data and acquire or utilize existing technical skills to help develop tools, automate processes and monitor ongoing fraud and quality trends in Italy.
• Managed quality standards and communication flow with vendors and employees both internally and externally across multiple locations.
• Facilitate training and maintain training materials for vendors, new hires and other teams such as Client Success and Sales.
• Used project management skills to organize all initiatives, prioritize projects and execute against market goals.
• Helped define the policies that guide company-wide quality decisions and take direction as to the appropriate level of policy restrictions for specific markets.
• Collaborated with Resume, Risk and AGG as POC for INTL markets.
• Introduced new "Gold Standard" quality metrics in 18 markets within EMEA, APAC and MENA.

Started as Content moderation Agent and quickly became Senior Quality Analyst/Trainer, supporting multiple languages and lines of business, from fraud investigation to quality compliance, reviews and Q&As.

As Senior Quality Analyst and Trainer my main tasks were:

• Weekly tickets evaluations and coaching of approximately 20 Agents per week on Italian, French, Dutch and English markets.
• Investigation through multiple tools (web search, law compliance, moderation of video content, photo content) to ensure legitimacy of job advertisement.
• Compiled and distributed weekly/monthly and quarterly business reviews to team leaders and managers to improve service time and quality while increasing productivity.
• Led multiple internal process improvement and policy improvement projects to help operations meet and exceed quality standards and reduce costs.
• Partnered with management to create, develop and implement quality initiatives, resulting in internal and regrade quality score above 95%.
• Performed root cause analysis through identification of knowledge gaps and alignment in guidelines through deep analysis and easing of polices.
• Administered over 600 internal surveys in Q2 2020 and tabulated results to increase visibility.
• Weekly calibrations across multiple languages to ensure the correct application of policy updates and team alignment
• Crafted training materials and ran on-boarding sessions to train up to 16 incoming team members across multiple nationalities.
• Served as information systems liaison with vendors, information services and end-users, making recommendations for optimization of systems and safeguarding overall data integrity.
• Implemented test java scripts and recorded results.

Started as Barista/Deli assistant I gained the role of supervisor after 2 months and the manager role after 8 months with a consequent increase of the responsibilities. I took care of all the aspects of the shop organization such as:

• Visual merchandising.
• Stock management and orders.
• Roster planning.
• Staff training (food safety and customer service).
• Monitor customer experience and ensure consistent highest standard service at all times.
• Addressed the financial part of business (invoices, pay-slips).
• Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
• Implementing effective schedules for maximum quality coverage reducing expenses.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs resulting in 40% growth in sales.

School Internship Turned Full-time Position.

• Earned promotion to full-time role by Area Manager for outstanding internship performance
• Addressed 30+ daily customer inquiries, resolving issues in-person and over phone to ensure satisfaction
• Enhanced store presentation, boosting foot traffic 15% through strategic organization and visual merchandising
• Optimized daily store operations, efficiently managing opening and closing procedures, reducing downtime
• Guided 50+ customers weekly in selecting ideal products, elevating customer satisfaction and sales
• Maintained 95% product availability via effective inventory control, regular monitoring, and timely restocking
• Oversaw order management and invoice processing with 99% accuracy, ensuring precise financial record-keeping

• At the age of 18 I started working in this family owned Business using my skills and passion for technology.
• My tasks were directed to solve software/hardware problems for regular customers and companies.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• This was my first job and as first employment it taught me a lot about how to interact with customers, the respect of all the high standards (especially food) and the work ethic.