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Work Background
GoStudentTutor Success Manager | Tutor Community
Apr. 2022 - Apr. 2024Milano, Lombardia, Italia• Supporting and guiding the tutors through the entire tutor journey and improve their experience through structured projects and action plans in order to increase their loyalty (retention rate) and satisfaction (NPS score). • Actively monitoring and managing the engagement levels of 1900 tutors, through systematic contacting of tutors (e.g., feedback calls, etc.) • Visualizing newsletters, FAQs and other communication channels. • Tutor Academy: Preparation, programming and presentation of online training and events. • Training for classroom facilitators Improving and creating strategies on how to increase the retention of tutor community. • Interacting in a confident and professional manner within the community, monitoring the tone and handling stressful situations. • Interpretation of dashboards and deep knowledge about working with digital tools (Excel, Google Sheet, CRM) • Creating engagement on social media (e.g., Instagram, TikTok, etc.) and other communication channels.
Nina. Idee e creazioni fai da teContent Creator
Mar. 2019 - Jan. 2021• Social channels such as Instagram Facebook and Youtube: publication and programming of content by developing a dedicated editorial plan. • Create content via Canva, schedule and publish via Hootsuite and Wordpress.
• Creating content such as videos/ reels / stories also accompanied by English translations.
• Interaction with the Community ( management of comments to posts and direct messages)
• Adv • Copywriting / Blog
Itema GroupSales | Back office Spare parts
Apr. 2016 - Apr. 2022Bergamo, Italia• Selling Spare parts to Asian and Middle Eastern customers. • Customer support with information regarding nomenclatures, codes, compatibility, identification of the required parts. Translation of manuals and technical descriptions. • Ensuring that all requests are processed accurately.
• Daily contact with foreign customers and agents through email and calls.
• Management of orders and offers, informing customer about the status and delivery dates. • Tracking the orders and ensuring that all documentation is correct, including freight and logistic costs.
• Checking that prices are aligned with the margins and established markup. • Sending regular reports to customers and agents about the status of the orders.
• Resolving disputes over delays, broken parts, non-conformity, warehouse errors and all that is consequential to the sale.
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