Attending live music events and concerts to explore diverse genres and cultures
Erica Amurri
Prague
Summary
Detail-oriented HR professional with international experience in hiring, coaching, and leading teams. Skilled in improving processes and enhancing employee experiences. Strong organizational, written and verbal communication, and interpersonal skills, with a keen attention to detail. Proven ability to work independently and thrive in fast-paced, multicultural environments.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
HR Contact Centre Team Manager
Amazon Czech Republic Services
05.2022 - Current
- Led and developed a team of up to 25 Advisors across 4 countries, managing performance, setting goals, and providing ongoing support
- Supervised operations, analyzed market trends, and implemented action plans to address KPI gaps
- Drove continuous improvement initiatives to enhance team efficiency and customer experience
- Collaborated with Group Managers and Specialists to streamline processes and resolve challenges
- Coordinated recruitment efforts, revised job descriptions, conducted interviews, and onboarded new hires virtually and in person
- Addressed escalations, provided coaching, and ensured resolution of complex issues
HR Contact Centre Specialist
Amazon Czech Republic Services
12.2021 - 05.2022
- Standardized procedures by collaborating with local HR and global teams to address process gaps and improve consistency
- Supported managers with daily operations, emergency situations, and project coordination
- Trained team members and maintained up-to-date team knowledge and resources
- Onboarded new hires, ensuring smooth integration and supporting them with equipment setup
- Resolved escalations by identifying root causes and implementing corrective actions to prevent recurrence
HR Contact Centre Associate/Senior Administrator
Amazon Czech Republic Services
10.2020 - 12.2021
- Supported Italian employees by receiving HR queries via phone, email, or other communication channels
- Updated team schedules, supervised metrics, and organized line coverage
- Served as a point of reference for new hires, sharing knowledge and providing guidance to ensure their success
- Updated and refined internal documentation to improve team workflows and clarity
- Acted as the Attendance topics Point of Contact for the team
Promoter Manager/Tour Guide
Tour Italiano Praga s.r.o.
04.2017 - 07.2020
- Recruited, onboarded, trained, and led a team of promoters, improving customer engagement and driving consistent sales growth
- Collaborated with the leadership to design and implement marketing strategies
- Oversaw the promotion and sale of tours and excursions, consistently exceeding targets
- Managed and guided groups of Italian clients, delivering engaging tours and ensuring exceptional customer experiences
Promoter
United World Tours
11.2016 - 04.2017
- Engaged with Italian customers to promote and sell tours, ensuring a high level of service
- Collaborated with the Spanish team to expand customer outreach and boost sales performance
Education
Official Licensed Guide of the City of Prague -
TYRKYS
01.2020 - 06.2020
High School Diploma -
Liceo Scientifico-Linguistico Temistocle Calzecchi
Fermo 05.2020 - 06.2020
Skills
Communication and Interpersonal Skills
Team Management and Leadership
Customer Service
Problem Solving
Interests
Enjoying cinema as a source of storytelling and inspiration
Traveling to discover new places, traditions, and perspectives
Timeline
HR Contact Centre Team Manager
Amazon Czech Republic Services
05.2022 - Current
HR Contact Centre Specialist
Amazon Czech Republic Services
12.2021 - 05.2022
HR Contact Centre Associate/Senior Administrator
Amazon Czech Republic Services
10.2020 - 12.2021
High School Diploma -
Liceo Scientifico-Linguistico Temistocle Calzecchi
05.2020 - 06.2020
Official Licensed Guide of the City of Prague -
TYRKYS
01.2020 - 06.2020
Promoter Manager/Tour Guide
Tour Italiano Praga s.r.o.
04.2017 - 07.2020
Promoter
United World Tours
11.2016 - 04.2017