1. Warszawa, 31.08.2016
REFERENCE
Mr. Manuel Rossini, born 08.11.1988, from Italy, was employed by Groupon Shared Services Sp. Z o.o. in Poland,
from November 16 2015 to August 31 2016. Mr. Rossini was hired as Quality Audit Specialist and after a successful
training period he was responsible to monitor the work quality of a team serving the Italian market.
The Scope of The Quality Audit Specialist is being responsible for monitoring and documenting agent quality.
Working with the Merchant Services Team Leads, Trainer and Manager, the role is integral to improving overall
standards and ensuring the best possible merchant experience. The Quality Audit Specialist will fairly and
consistently review correspondence between Merchant Service Specialists and Merchants for response accuracy
and process adherence, then provide feedback and trend data.
Mr. Rossini’s key responsibilities in this position were:
 Monitor e-mail cases for accuracy and adherence to process and policy
 Ensure that agents are delivering a high level of service
 Record evaluations utilizing departmental quality monitoring forms
 Provide Team leads, Trainers and Managers with regular Agent performance feedback
 Prepare and analyse quality reports for Management review
 Pinpoint improvements for new hire and ongoing training materials
 Contribute to the development of quality assurance processes and standards, participating in the design of
quality standards
 Stay proficient in the processes and policies in which Merchant Support functions
 Drive fact based continuous improvement culture
Furthermore Mr. Rossini was coaching the Italian Merchant Support agents on difficult queries, ensuring process
adherence and continuous improvement. As a subject matter expert he was participating in calibration session
across various sites and organizing both biweekly process update meetings and performance improvement plans for
the Merchant Service Specialists he was supporting. He collaborated with both local stakeholders and the
management team to guarantee a high level of service quality for our business partners.
We got to know and appreciate Mr. Rossini as a loyal, objective and authentic person who was always able to
transfer his excellent theoretical knowledge into practice. Mr. Rossini was able to influence the performance of the
team he supported in a positive way, improving quality results and process knowledge.
Groupon Sp. z o.o. z siedzibą pod adresem Al. Jerozolimskie 123A, 02-017 Warszawa, tel. 00 48 22 496 08 00, fax: 00 48 22 496 08 01 wpisana
do Rejestru Przedsiębiorców prowadzonego przez Sąd Rejonowy dla m.st. Warszawy, XII Wydział Gospodarczy Krajowego Rejestru Sądowego
pod nr KRS 0000310218; NIP: 5252429432; REGON: 141471026; kapitał zakładowy: 50 000 PLN
Groupon Sp. z o.o., Al. Jerozolimskie 123A, 02-017 Warszawa, Poland, tel. 00 48 22 496 08 00, fax: 00 48 22 496 08 01 registered
in the Register of Entrepreneurs (maintained at the District Court for theCapital City of Warsaw, XII Business Department) under the National Court Register no.
0000310218. Tax Identification Number (NIP): 5252429432, National Economy Register Number (REGON): 141471026, share capital: 50 000 PLN

2. Mr. Rossini was a well-respected personality by both the agents he supported, his colleagues and the management
team. He decided to leave our company by August 31 2016 in order to pursue new career opportunities. We wish
him all the for his future and good luck with pursuing his career.
Regards,
Johannes Musselmann
Head of Training and Quality
Groupon Sp. z o.o. z siedzibą pod adresem Al. Jerozolimskie 123A, 02-017 Warszawa, tel. 00 48 22 496 08 00, fax: 00 48 22 496 08 01 wpisana
do Rejestru Przedsiębiorców prowadzonego przez Sąd Rejonowy dla m.st. Warszawy, XII Wydział Gospodarczy Krajowego Rejestru Sądowego
pod nr KRS 0000310218; NIP: 5252429432; REGON: 141471026; kapitał zakładowy: 50 000 PLN
Groupon Sp. z o.o., Al. Jerozolimskie 123A, 02-017 Warszawa, Poland, tel. 00 48 22 496 08 00, fax: 00 48 22 496 08 01 registered
in the Register of Entrepreneurs (maintained at the District Court for theCapital City of Warsaw, XII Business Department) under the National Court Register no.
0000310218. Tax Identification Number (NIP): 5252429432, National Economy Register Number (REGON): 141471026, share capital: 50 000 PLN