SANDRA PALERMO
Team Manager
Budapest
Overview
14
14
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Customer and Colleague Engagement Team Manager
Tesco-BST
02.2023 - Current
- Creating and maintaining a high-engagement work culture where people feel motivated, valued, and heard.
- Managing complex escalations and stakeholder communication, ensuring swift resolution and minimal business impact.
- Supporting my team in handling critical cases, guiding them through challenges, and ensuring continuous development.
- Successfully managed the transition of a new team, ensuring a smooth onboarding process, knowledge transfer, and performance stabilization.
- Holding regular 1:1 meetings with my direct reports, giving honest feedback, recognizing great work, and supporting career aspirations.
- Identifying what gets in the way of performance and working on solutions to make processes smoother and more efficient.
CCEC Lead
Tesco-BST
04.2022 - 01.2023
- Supported Senior Service Associates with handling challenging escalations, ensuring high-quality service.
- Delivered structured training programs, ensuring all colleagues had the necessary knowledge and skills to excel in their roles.
- Worked on process improvements, identifying pain points and recommending solutions for efficiency.
- Maintained up-to-date knowledge of processes and shared best practices across teams.
CCEC Business Support Senior Associate
Tesco-BST
03.2021 - 03.2022
- Provided business support to Tesco colleagues, helping resolve store operation issues efficiently.
- Ensured escalations were handled properly, minimizing impact on stores and customers.
- Worked cross-functionally with different teams to improve overall service quality and business operations.
Business Support Associate
Tesco-BST
07.2019 - 02.2021
- Assisted Tesco colleagues by troubleshooting and resolving operational issues.
- Prepared weekly performance reports and tracked key business metrics.
- Focused on delivering great customer and colleague experiences, ensuring smooth store operations.
General Manager
Pierre Lang Magyarország
02.2011 - 12.2018
- Led and developed a sales team of 20 people, ensuring they hit their targets while maintaining high engagement.
- Organized brand events and worked on marketing campaigns to improve customer engagement.
- Managed Facebook and Instagram business pages, increasing brand visibility.
- Focused on customer service excellence, ensuring every interaction was a high-quality experience.
Education
High School -
Bornemisza Péter High School
09.2001 - 06.2005
Skills
- Leadership
- Communication
- Problem Solving
- Management of Changes
- Stakeholder Management
Timeline
Customer and Colleague Engagement Team Manager
Tesco-BST
02.2023 - Current
CCEC Lead
Tesco-BST
04.2022 - 01.2023
CCEC Business Support Senior Associate
Tesco-BST
03.2021 - 03.2022
Business Support Associate
Tesco-BST
07.2019 - 02.2021
General Manager
Pierre Lang Magyarország
02.2011 - 12.2018
High School -
Bornemisza Péter High School
09.2001 - 06.2005