Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Zaira Urru

Zaira Urru

Praha

Summary

Results-driven professional in the shared service business industry, adept at communication, presentation, and a proactive analytical approach. Focused on customer satisfaction and OTC team support, skilled in fostering collaboration and optimizing processes. Committed to continuous learning and contributing to shared service organizations' success.

Overview

5
5
years of professional experience

Work History

SME Billing

Carrier
09.2022 - Current
  • Closely cooperate with Team lead and all team members for the stabilization of the portfolio. Act as a trouble shooter for team members to resolve complex issues with SSC customers and Business units.
  • Support on timely closure of open SOX issues and coordinate update of SOPs.
  • Support Team lead on KPI´s monitoring and SLA timeline and on various tasks including internal or external audit.
  • Review, analyze and improve current processes and drive new process implementation including testing and stabilization for various ERP systems.
  • POC and trainer for other Hubs in Atlas project: implementation of the ERPs to SAP S4HANA.

Process Specialist OTC

Carrier
03.2022 - 08.2022
  • POC and support for other team members for South Europe area entities.
  • Close collaboration with other teams to analyze, correct and improve end-to-end OTC/PTP processes.
  • Inbound transition process for multiple entities. Management of training schedule and daily communication with Business Units. Creation of the SOPs and process and issue tracking after the trainings.


Billing Specialist

Carrier
03.2021 - 03.2022
  • POC for British, Italian and French portfolio regarding the activity of creation of invoices/credit notes.
  • Assisting in billing inquires and providing responses on a timely manner to enhance customer satisfaction.
  • Month-end closing activities and reconciliation between the ERP's and portals (e.g. IMS), used to send the invoices to the customers.
  • Outbound transitions to other CBS Hub of UK portfolio.

Customer Service Representative

Preziosi Cash
09.2020 - 12.2020
  • Acquisition of valuable goods
  • Operational procedures in order to complete all the payment cycle activities related to buying valuable goods
  • Contact: -Giovanni Cocco simplysrlsardegna@gmail.com

Guest, Officer

Kudafushi Resort & Spa, Raa Atoll
04.2019 - 11.2020
  • Major Italian tour operator representative, customer satisfaction focused
  • Front Office protocol validation
  • Highest customer satisfaction for the represented period
  • Contact: -Carlo Baracchetti residenze@inteser.com

Ground Officer

International Airport
06.2018 - 01.2019
  • Operational and security airport procedures in a major International airport
  • Problem solving management and airport security procedures High pressure timely manner result delivery
  • Airport Security Procedures
  • Contact: -Dalila Souberan dalila.souberan@adecco.it

Education

B.A. - Foreign Languages & Communication

University of Cagliari
Cagliari, Italy
03.2015

Antonio Gramsci Classical High School
07.2010

Skills

  • ERPs: SAP, S4HANA, JDE Oracle, IScala, Axapta, IFS, AS400, Anael
  • Customer management portals: IMS, Aruba, Esker, Fattura Semplice, Ecare
  • MS Office with focus on Excel (Pivot table, Vlookup, IF statement, )
  • Management of ticket portal Service Now
  • Communication and presentation skills

Languages

English
Advanced (C1)
Italian
Bilingual or Proficient (C2)
Spanish
Upper intermediate (B2)
French
Intermediate (B1)

Timeline

SME Billing

Carrier
09.2022 - Current

Process Specialist OTC

Carrier
03.2022 - 08.2022

Billing Specialist

Carrier
03.2021 - 03.2022

Customer Service Representative

Preziosi Cash
09.2020 - 12.2020

Guest, Officer

Kudafushi Resort & Spa, Raa Atoll
04.2019 - 11.2020

Ground Officer

International Airport
06.2018 - 01.2019

B.A. - Foreign Languages & Communication

University of Cagliari

Antonio Gramsci Classical High School

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Zaira Urru