Zara Radge

Performed administrative tasks for Xerox Corporation in Germany.

• Wrote the Standard Operating Procedures (SOPs) for 2 processes to support the knowledge transfer from Xerox DE to Xerox PT using MS Word and MS OneNote.

• Created an MS Excel dashboard to diagnose root causes of backlog of 1,500 ESAP errors, decreasing spare‐part inventory discrepancy by 20% in 2 weeks.

Provided customer support for Booking.com via calls and e-mails (37 cases/day) and managed escalations using TED (Booking.com's CRM).

• Consistently demonstrated high adherence to the company's KPI of Quality (99%) and Customer Satisfaction (98%), on average.

• Shadow trained 60 newjoiners over a period of 10 months in Booking.com's policies.

Structured the legal operations routines for the Public Law team in 6 months.

• Created a knowledge base with favorable legal theses and court decisions to be replicated in mass cases, upgrading the team's success rate by 15%.

• Implemented templates for legal escalations replies and internal procedures' execution, reducing time spent in administrative tasks by 50%.