MONICA SARDELLA
Cork
Summary
Dynamic and results-oriented People Manager with 10+ years of progressive leadership experience. Demonstrated track record of consistently achieving and exceeding organizational targets and performance expectations. Specialized expertise in Fraud Prevention, Safety and Customer Service operations, with proven success in leading departments ranging from 100 to 300 employees over the years. Known for building high-performing teams, driving operational excellence, and fostering strong stakeholder relationships.
Overview
20
20
years of professional experience
Work History
Claims and Safety Operations Manager
Telus International
Cork, Ireland
02.2021 - 04.2026
- Led and mentored team of Group Managers overseeing Trust Investigators and Safety Ambassadors.
- Drove strategic talent development initiatives, coaching Group Managers to achieve KPIs.
- Prepared and presented comprehensive financial reports for senior leadership and stakeholders.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Oversaw quality control processes, maintaining high standards for all products and services.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Managed budgets and financial planning, achieving cost savings without compromising on quality.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Facilitated continuous improvement initiatives, encouraging innovation and excellence in operations.
- Analysed performance data to identify trends, making strategic decisions to boost operational success.
- Spearheaded employee engagement and wellbeing programs to enhance retention and performance.
- Cultivated long-term strategic partnerships with clients to foster collaboration.
Trust and Safety Group Manager
Telus International
06.2017 - 02.2021
- Managed a team of Team Managers while scaling a rapidly growing department from 150 to 300 Investigators
- Developed direct reports through targeted coaching and mentorship, aligning individual career trajectories with organizational strategic objectives
- Optimized daily operations through effective deployment of training, quality assurance, systems, and scheduling resources
- Resolved complex client and internal escalations, including compliance breaches and critical HR matters
Trust and Safety Team Manager
Telus International
04.2015 - 06.2017
- Managed a team of 16-20 Trust and Safety Specialists, ensuring consistent achievement of coverage, KPI, and SLA targets
- Fostered transparent communication channels, delivering regular performance feedback and professional development support
- Led cross-functional projects ranging from process optimization to new line-of-business implementations
- Executed day-to-day management activities including team meetings, stakeholder reporting, and communication monitoring
- Served as primary client liaison, collaborating with management to address inquiries and participate in periodic business reviews
Customer Service Team Manager
Telus International
05.2014 - 04.2015
- Achieved outstanding customer satisfaction through effective team management.
- Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
- Maintained an in-depth understanding of company products and services, providing accurate information to customers and team members.
- Organised and chaired weekly team meetings to discuss performance metrics, sharing best practices and addressing challenges.
- Audited work and customer service processes to identify improvement areas.
- Implemented a reward programme for outstanding customer service, boosting team morale and motivation.
Localisation Manager & Customer Support Team Manager
Big Fish Games
03.2010 - 02.2014
- Oversaw team of translators and proofreaders across two locations to enhance operational efficiency.
- Ensured consistent adherence to deadlines and quality standards for all projects.
- Conducted proofreading and translation tasks to uphold accuracy and clarity.
- Monitored staff performance and implemented targeted improvement plans.
Financial Rental Representative
Marriott Vacation Club
05.2006 - 08.2008
Education
Cambridge English Proficiency
British Council
Milan2006
Foundation Degree in Arts -
Liceo Artististico Statale
Novara, Italy 1996
Yellow Belt Six Sigma -
MTU
Cork01.2015
Train the Trainer Certification -
DCM
Cork01.2010
Skills
- Team leadership
- Operational strategy
- Performance monitoring
- Client relationship management
- Talent development
- Budget management
- Risk assessment
- Cross-functional collaboration
- Continuous improvement
- Data analysis
- Conflict resolution
- Customer relationship building
- Leadership skills
- Mentoring and coaching
- Operational support
- Inspiring motivation
- Crisis handling
Languages
Italian
English
Portuguese
French
Spanish
Hobbies
- Singing (choir, heavy metal, rock)
- Reading
- Painting and Pyrography
Timeline
Claims and Safety Operations Manager
Telus International
02.2021 - 04.2026
Trust and Safety Group Manager
Telus International
06.2017 - 02.2021
Trust and Safety Team Manager
Telus International
04.2015 - 06.2017
Customer Service Team Manager
Telus International
05.2014 - 04.2015
Localisation Manager & Customer Support Team Manager
Big Fish Games
03.2010 - 02.2014
Financial Rental Representative
Marriott Vacation Club
05.2006 - 08.2008
Cambridge English Proficiency
British Council
Foundation Degree in Arts -
Liceo Artististico Statale
Yellow Belt Six Sigma -
MTU
Train the Trainer Certification -
DCM