Daniel D'Anastasi

Purpose of job

Overall responsible for increasing the Internet of Things (IoT) online sales channels, online presence, and marketing communication tom improve the position of melita.io web searches, SEO, and coordinating sales and marketing activities with other members of the IoT teams and business partners in various global regions.

Key achievements

• Designed new business portfolio
• Designed case studies and success stories
• Created content for newly launched website (www.melita.io) and LinkedIn business account
• Designed and implemented very successful digital campaign attracting sales leads from several European countries with high conversion rate of 10%

Responsible for Sales Operations and Administration Managers, Affiliates Manager, Operations Coordinators, Branch Managers, Reseller Shop Managers and their respective employees.

Purpose of job

To set up and manage a geographical sales network of own stores, reseller outlets and more than 600 affiliate outlets to generate revenue through sales activities and promotions providing a high level of direct customer experience

Responsibilities include sales planning and budget development and management, departmental financial management, development of sales campaigns, marketing and advertising, human resource planning and recruitment, training and development, retention plans, succession plans, recognition, departmental policies and procedures and project management.

Key achievements

• Successfully delivered and sustained revenue and profit gains within highly competitive telecoms industry, following strategic vision and corporate objectives
• Developed and implemented retail network expansion plan to increase geographic brand awareness and business opportunities to meet company targets and objectives in line with the business strategy
• Key player during the CRM software upgrade in 2014, during the rebranding exercise of the organisation in 2008 and again in 2018, and during other vital milestones for Melita, such as the launch of mobile networks on 3G, 4.5G and 5G, the launch of digital and high-definition TV, the launch of video on demand, digital telephony, Gigabit broadband over fibre optic cable and the launch of the Internet of Things
• Other recent achievements include introduction of AI in stores, including intelligent queuing system, self-service counters, and self-service payment bill payment and mobile top-up machines to enhance quality of customer journey and increase cost-efficiency
• Design and deployment of uninterrupted service from shops during Covid-19 pandemic in 2020-2021 by structuring and implementing distinct policies and procedures to minimise risk and safeguard health of customers and employees
• Introduction of virtual support systems allowing retail personnel to answer online chat during shop idle time and a new practical self-installation system to manage and sustain high volume of installations and service requests for home services.
• Introduction of work-schedules app to plan, coordinate and manage human resource in shops
• Identified and recruited reseller partners through active campaigns to expand business and achieve revenue goals
• Managed sales channels and competitive marketplace by leveling playing field for resellers to minimize conflict
• Submitted reports to senior management to aid in business decision-making and planning
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing sales revenues and customer satisfaction ratings
• Managed pipeline and monthly sales forecast to achieve goals and metrics

Eurovision Song Contest (ESC) and Junior Eurovision Song Contest (JESC)

Marketing, Media and PR Consultant managing the official Maltese Eurovision portal (https://tvmnews.mt/ahbarijiet_category/eurovision/) and social media platforms.

Purpose of job

• Coordinating local and foreign Eurovision Song Contest (ESC) digital marketing, PR, and communicating with foreign media channels
• Supporting Maltese artists over an international music platform
• Feeding Maltese ESC news and information to European Broadcasting Union
• Organising and managing Maltese artists' promotional tours across many Eurovision counties
• Managing ryders and international Eurovision artists performing in Malta

Key achievements

• Several ESC qualifiers
• Twice winners of JESC (2013 and 2015)

Managing the participation of the Maltese national delegation in JESC during the largest-ever live entertainment event held in Malta.

• Recruited, trained, and managed >200 volunteers responsible for web and social media content and supported, Health and Safety, backstage hands, hall ushers, logistics and accommodation assistants and foreign delegation support
• Responsible for planning and publishing EBU-PBS JESC handbook for the participating boards
• Planned and organised international media centre, assisted the Chief Engineer with the event's Health and Safety requirements, and facilitated the transport and accommodation logistics
• Carried out risk-assessment programme for the event
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Proved successful working within tight deadlines and fast-paced atmosphere
• Used coordination and planning skills to achieve results according to schedule
• Worked flexible hours across night, weekend and holiday shifts

Purpose of job

To plan and manage resources and activities to improve the customer experience at the Melita touchpoints.

Key Achievements

• Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
• Controlled store inventory and reviewed cash handling and operations reports
• Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
• Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations
• Trained team members in successful strategies to meet operational and sales targets
• Maintained quality brand image exposure in alignment with corporate standards
• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers
• Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends
• Cultivated customer loyalty to enhance retention by delivering outstanding service
• Re-structured call centre and retail outlets and introduced new processes and customer service levels
• Launched seasonal sales campaigns
• Upgraded the telephone system to an automated intelligent inbound call distribution system to increase efficiency
• Set up training and development and succession plans
• Organised and managed in-house talent management and training team to improve employee skills and knowledge
• Introduced motivational factors such as job recognition, achievement and personal growth; and hygiene factors such as improved work conditions and job security to increase satisfaction at work
• Handled Media and PR and successfully acted as liaison between Melita, Malta Communications Authority and Department of Consumer Affairs
• Managed and deployed Lira to Euro currency changeover programme and effectively administered the transition within Melita
• Mentored team members to enhance professional development and accountability in workplace

Purpose of job

• To lead a project introduced by Swatar Training Centre (STC) to match the government's strategy to attract international call centre operations
• To provide training in customer care and telephone etiquette

Purpose of job

• To contribute to the success and growth of the school by providing quality language programmes, accommodation and social activities.

Key achievements

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
• Increased profit by streamlining operations.
• Executed new interactive school website designed to process digital orders from individuals and travel agents
• Sub-contracted new language tour operators from East Europe, Russia and Asia
• Developed new student accommodation, classroom capacity, and school facilities and digitised the teachers' and accommodation database
• Introduced Cambridge international examination classes for extended stays
• Added new specialised language programmes targeting niche markets
• Initiated new leisure activities to add to the school portfolio

Purpose of job

• To organise and structure administration system and school library
• To assist the Managing Director and the Director of Studies in their daily duties
• To teach English for Business as a foreign language to adult students specialising in different industries such as Medicine, Finance, HR Management and IT.
• To administer standardised tests to evaluate student performance and progress

Manufacturers of hand-held electronic point of sale for retailers.

Purpose of job

To set up and assume complete responsibility for the day-to-day management of an international call centre providing multi-lingual customer care, sales and technical support.

Key achievements

• Successfully transferred all call centre operations from Milano – Italy to Mosta Technopark, Malta
• Set up guidelines and procedures
• Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment
• Developed operations in new markets, namely Slovakia, Spain and Latin America, following the Sales and Marketing strategy
• Set up customer nurturing and retention programs

Purpose of job

• To supervise and coordinate >50 Customer Service Representatives engaged in handling telephone service orders and enquiries
• To manage complex transactional and emotional customer situations promptly and professionally while meeting service commitments
• To establish and update work schedules to account for changing staff levels and expected workloads
• To create customer support strategies to increase customer retention
• To improve customer satisfaction scores through application of superior conflict resolution and problem-solving skills

Within this role, I led a team of ten supervisors from various customer touch points in quality circle meetings to identify, analyse and solve common organisational issues. In addition, I organised and led an internal training platform for all new frontline employees.