Issue link: https://maltatoday.uberflip.com/i/1184160
14.11.19 6 NEWS GRAZIELLA Costa is the new Head of Customer Experience at Melita Limited. In this new role she will be tasked with continuously improving the experience of existing and poten- tial customers. This new appointment follows a pe- riod of transformation within Melita which, over the past three and a half years, has invested heavily in new pro- cesses and training to improve cus- tomer experience. As a result of this effort, inde- pendently researched customer sat- isfaction ratings at Melita have in- creased significantly to a consistently high average of 8.9 out of 10. Costa, who was previously Head of Projects, already has an in-depth knowledge of the new systems in place and of the complexities which inter- acting with customers across a pleth- ora of channels poses. Costa said, "In recent years there have been a lot of changes at Melita. During this time, I've been privileged to work across a number of depart- ments, including sales, finance and human resources, before focussing on process improvement. As the way people interact with Melita continues to change dramatically, particularly with the growth of digital channels, we have worked hard to improve our customers' experience. I'm deter- mined, together with my excellent team, to continue to deliver further improvements across all channels." The growing preference for the use of digital channels by customers is highlighted by the fact that some 60 per cent of all customer contacts now originate through these channels. This growth has been particularly evident on the chat function on www. melita.com and on Facebook Mes- senger, both available in English and Maltese. Facebook Messenger, in fact, has seen a month-on-month growth of contacts of more than 25 per cent. Similar significant growth has also occurred in the use of the company's online Help Centre where customers can access information about all Mel- ita's products and services. Harald Roesch, CEO at Melita Lim- ited, said, "There are few people who know Melita, and our customers, as well as Graziella. Having played a cru- cial role in helping us to significant- ly improve our customer experience in recent years, I am confident that, together with her team, she is best placed to deliver further improve- ments which meet, and exceed, our customers' expectations." Melita appoints new Head of Customer Experience Graziella Costa, Melita's new Head of Customer Experience WORKS are well underway on the con- servation treatment of the fourth and final surviving volume of Notary Plac- ido Abela at the Notarial Archives in Valletta. ese documents recall a time when land was sold for the founding of Vallet- ta; and this restoration was sponsored by GasanMamo Insurance, one of Mal- ta's leading insurance companies, as part of their ongoing commitments to- wards the Notarial Archive Foundation (NAF) and the preservation of Malta's paper heritage. "GasanMamo have been proudly sup- porting the Notarial Archives through- out various initiatives since 2013. Most recently, we have 'adopted' a notary, Placido Abela, and are collaborating with the NAF towards the restoration of his final volume. We're delighted to have been able to contribute towards Malta's legacy with the preservation of the first three volumes," Julian Mamo, Managing Director at GasanMamo In- surance, said. e works of Placido Abela are es- pecially of interest to GasanMamo, a company renown to give back to the community, as his works detail the re- cords of selling of various plots of lands on Xebb Ir-Ras (colloquially known as Sceberras Peninsula), the eventual site of Valletta. "anks to this scheme we are recog- nising the efforts being done by the pri- vate sector in continuing to increase the awareness and the importance to restore and conserve our heritage," said Minister of Justice, Culture and Local Govern- ment Owen Bonnici recently during the presentation of the fourth volume. "We thought to consolidate the re- sources at the Government Notary's Office, which saw the introduction of a new building that is being restored, and an increase in the allocation of scholar- ships for the preservation of books and 25% paper, hence to ensure that more manuscripts and volumes about our past may be available." Although this notary's work covered the period 1557 to 1595, only four of Placido Abela's volumes have survived the test of time, allowing a fragmented glimpse into Malta's history; which is why it is of particular importance that companies like GasanMamo continue to support the records and documenta- tion of the rich heritage left to contem- porary society. e conservation process of such ancient manuscripts requires several specialist techniques, including exten- sive paper repair, consolidation and strengthening of any leaves which may have been corroded by ink, and the re- placement of a binding system which is less likely to cause acidic damage over time to the pages contained within. e fragility of such documents should not be understated, as it is esti- mated that around a hundred volumes of Notary Abela's works have already been lost. "At GasanMamo, we take a particu- lar interest in preserving Malta's histo- ry, culture and traditions. Rather than simply giving back – it's about leaving a sense of self to our children. It's about the legacy, the history," Mamo said. "at sense of pride that so many of us Maltese people feel. Surveying of the various deeds contained within Placido Abela's work will allows us; and, more importantly, future generations, to an- alyse how the peninsula was actually carved and provides an invaluable mod- el for the study of urban development; in particular that of what is arguably Eu- rope's first planned city – Valletta." GasanMamo leaves its mark on history