Summary
Overview
Work History
Education
Skills
Interests
Timeline
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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

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Interests

Attending live music events and concerts to explore diverse genres and cultures

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

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Erica Amurri