Where do I come from?
I was born in Italy, in the northern region of Trentino-Alto Adige (South Tyrol), 1.5hs away from the Austrian border and 2 hours away from Venice. Watch the videos below to get a sense of the area. Many says it reminds them of "The Sound of Music" movie, which I can't disagree with!
After high school, my best friend and I went to London (UK) for a 6 months experience. This turned out to be a longer stay than we expected, as after 6 months we both decided to stay in London for a longer time. Fast forward 7 years, and I moved to Toronto, Canada!
Apart from my work experience (which you can find below), my passions goes from music (I studied and played classical piano and organ for 10 years), to technology: I am the point of contact for my friends for anything related to computers, IT, network and smart home; being keen in technology really helps in my day to day jobs over time, as the knowledge I build in my personal time is a helping hand for many colleagues at work too.
I love learning and always have the latest information available, so I can share with my colleagues, friends and family, and this propelled me into the Learning and Development world, where I could create material to share my knowledge or help others achieve that.
How did I get here?
I had different roles in my careers, but the most common thread is being there to support others. I worked in direct contact with customers both face to face and in remote positions, in different fields and at different levels. I am straight to the point, a people pleaser and would do anything to solve any problem presented to me. Everywhere I go, people fall in love with how organised I am and how I tackle challenges. I take pride in doing the best to help others succeed.
Credit: Kake, Flickr
May 2015 through September 2020
Trainer, Training Champion, Ethics Ambassador, Customer Service Specialist
At Booking.com is where I "officially" entered the L&D world. After few months as a Customer Service Specialist, I made the jump as a Trainer. I had experience on a 1:1 level of explaining and simplifying difficult processes in a personable way and how to adapt my communication, but here I learned how to manage big groups of people and how to make sure to change my communication style and define my training style to satisfy all learning styles.
When I joined the Training and Quality team, the office was around 250 employees, and in a year we had more than 600 employees, I'm still not sure how we managed to trainer successfully so many people in such a short time!
I have been highly involved in multiple projects above and beyond my role including first roll out of New Hires Blended Learning (especially using e-learnings in class and/or online trainings through Webex), Teleopti (workforce support tools) training and employee enagement in this and other new tools.
After 2 years in London, my Booking.com was about to end as Luther (my husband) and I were moving to Canada, but Booking.com suprised us with opening an office in Toronto! Needless to say, I reached out to my network to get more information and get in contact with recruiters on this side of the world.
I was chosen to move to a new country and open our first Customer Contact Centre in Canada! We had already 3 contact centers in the USA, and we had awesome people coming over and help us getting ready to hit the ground running.
In a very short amount of time I had to re-learn a lot of things about customer service: not really about our systems or procedures (as they were all standardised), but more on customer service as a concept. Customer Service in North America is very much different from what I knew, and this reflected in how my training participants would behave and react to activities. Day by day, I was able to understand more certain steps and how I could improve their day without going away from the training curriculum.
I was able to explore the Instructional Design skills that really let me succeed as a facilitator, and I fell in love with the ability of being able to create content that would shape the work life of thousands of people and not just the people that would be in my class! I was briefly introduced to Adobe Captivate and from then I was able to work on different projects
ShopifyDecember 2020 - Current
Multilingual Support Advisor - Italian
Shopify ticked several of my boxes:
IT and Technology Sector
Since starting to work from home I've been a lot more productive and, being an introvert - INFJ-T, my social battery is a lot more recharged these days, and I can invest more time in family and friends (which I was doing before, but in smaller amounts of time).
If you ever worked in the corporate world, but you were not based in the same country/timezone of your HQs, you can understand the feeling you might get when decisions are taken before you even start your working day, so working for a Canadian-born company, but still being able to work from anywhere and built on asynchronous communication first it really helps feeling included.
Shopify's mission is to Make commerce better for everyone, but what makes them different is that they put people first: you feel at home (not just because you're based from wherever you call home) because the culture is very strong: it doesn't feel like a "corporate family" (which is sometimes toxic), but rather more an environment where we can get work done and to collaborate and work with like-minded people that are strongly involved in their role and in the success of the company.
In my role of Multilingual Support Advisor, I mainly help Italian-speaking merchants to succeed in their business and I was also given the opportunity to be a host on the Italian Shopify Channel (take a look at the second video, that's me!).
Education, Licenses and CertificationsSeptember 2005 - July 2010