Giuliana Maltese
Dublin ,Ireland
Summary
Results-driven professional with focus on streamlining operations and enhancing team productivity. Skilled in process optimisation and team leadership, delivering consistent improvements in performance and efficiency. Combines strong analytical skills with focus on continuous improvement. Committed to driving operational excellence and fostering collaborative work environment. Proven ability to implement strategic initiatives that align with organisational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Team Leader - Trust and Safety
Accenture
Dublin
07.2024 - Current
- Conducted regular reviews on process compliance; identified gaps promptly for immediate rectification.
- Implemented strategic changes to improve overall operations efficiency.
- Oversaw quality control within the operations department; maintained high standards of service delivery consistently.
- Regular interactions with Client to ensure satisfaction, answering enquiries, effectively handling ad hoc tasks.
- Prioritised workload effectively; optimised utilisation of resources within the team.
- Regularly communicated with upper management about progress; kept them informed about any challenges faced by the operation team.
- Assisted in project management activities; ensured timely completion of tasks assigned to the operations team.
Subject Matter Expert (SME) Trust & Safety
Accenture
Dublin
09.2023 - 06.2024
- Ensure conditions align with project requirements, interacting with client as a Point of Contact.
- Reported on current performance and forecasted growth possibilities using insights and trends.
- Assist in providing support through reporting and analysis to senior management.
- Support team lead and provide cover when needed.
- Investigate, resolve, and relay complex content issues to broader Trust and Safety team.
- Assist in work force management processes e.g.rostering, break/vacation/attendance management.
- Support new and existing team members and work to strengths of team to drive optimum performance.
- Effective handling of Client's ad-hoc tasks.
- Content POC for the team.
- Process and review materials that have been flagged for review of potentially sensitive content to ensure there are no violations of policies.
- Manage ad hoc project cross teams among Quality, Training, Wellness and Operations.
- POC for senior management in ad hoc projects as required.
- Demonstrated leadership skills by practising strategic and methodological thinking.
- Participated in meetings with department administrators to improve operations.
Trust and Safety Associate (Russian Team)
Accenture
Dublin
05.2022 - 08.2023
- Review, classify and/or remove content according to client guidelines, using specific tools and channels.
- Ability to harness and interpret complex information from multiple sources (using various client tools and dashboards).
- Maintain consistent and transparent review methodology.
- Understand and remain updated on changing client policies and guidelines.
- Investigate, resolve, and relay complex content issues to broader Trust and Safety team.
- Participate in process improvement initiatives that improve quality and efficiency of work.
- Identify key trends and issues in content.
- Provide insights to support internal content review process.
English Teacher Trainer
ERIS Formazione
Siracusa
12.2021 - 04.2022
- English Language teaching in professional training field.
- Developed intervention strategies to improve student performance.
- Applied differentiated teaching methods to meet varied student needs.
Supervisor Cambridge Certificate
The Academy of English
Siracusa
05.2016 - 12.2019
- Supervision of candidates during examination sessions for Cambridge Certificate achievement.
- Coordination and organization of scheduled examination sessions.
Education
Master's Degree - Languages for International Cooperation
University of Catania
Bachelor's Degree - Foreign Languages, Cultures and Literatures
University of Catania
Skills
- Project Management
- Complex Problem Solving
- Decision Making
- AI Specialist
- Cross-functional Team Management
- Leadership and Team Building
- Operational strategy
Languages
Italian
Proficient (C2)
English
Proficient (C2)
Russian
Advanced (C1)
Spanish
Advanced (C1)
Certification
- Google Project Management Certificate.
- Google Data Analyst Certificate.
- ECDL Full Standard Certificate.
- ECDL IT - Security Advanced.
INTERNSHIPS AND WORKSHOPS
- Workshop "Russian language lectures", Tomsk Polytechnic University. (December 2020)
- Workshop "Be a Pro", University of Kaliningrad. (December 2020)
- English Teacher, Italian State School of Madrid, Madrid. (October 2018 - January 2019)
Timeline
Operations Team Leader - Trust and Safety
Accenture
07.2024 - Current
Subject Matter Expert (SME) Trust & Safety
Accenture
09.2023 - 06.2024
Trust and Safety Associate (Russian Team)
Accenture
05.2022 - 08.2023
English Teacher Trainer
ERIS Formazione
12.2021 - 04.2022
Supervisor Cambridge Certificate
The Academy of English
05.2016 - 12.2019
Master's Degree - Languages for International Cooperation
University of Catania
Bachelor's Degree - Foreign Languages, Cultures and Literatures
University of Catania
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