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Work Background
CelesteCustomer Experience Manager and R&D
Aug. 2019Torreglia, Padova- Monthly and Quarterly Creation of Detailed Reports on Brand Performance, including In-Depth Analysis of Key Metrics. - Facilitation of Quarterly Business Review Discussions, Presenting Results and Future Strategies. - Implementation of Discovery Calls for New Products, Collaborating with Development and Marketing Teams to Identify Growth Opportunities. - Provision of Interdepartmental Support, Facilitating Communication between Departments and Ensuring Synchronization of Corporate Efforts. Fraud & Payment Management :
- Monitor real-time queues and identify high-risk transactions within the business portfolio
- Observe customer transactions to identify fraudulent activity such as account takeover, friendly fraud, theft, and similar other risks
- Identify fraudulent transactions and cancel them from further processing
- Maintain fraud analysis models to improve the efficiency and effectiveness of company systems
- Ensure accurate and appropriate responses to disputes Customer Service Responsibilities :
- Manage customer inquiries for all products and services by providing information on account balances, credit limits, order status, shipping information, and associate discounts in a timely and accurate way, via phone or email
- Coordinate with various departments and customers and resolve all technical and operational issues
- Schedule work for personnel and resolve issues for customers within the timeframe
- Train and provide support to junior colleagues Work with SAP, Salesforce Commerce Cloud, Zendesk, Netsuite, Magento, Jira, Asana
Europe Energy HoldingCustomer Service - Team Leader
Jul. 2012 - Feb. 2018san martino buonalbergo (VR)Customer Service Representative, mainly handling inbound calls. Resolving various customer issues with empathetic yet professional call management. Phone management of technical meter malfunctions, service suspensions due to arrears, collection of unpaid bills, explanation of invoices, and completion of contracts for new services (switches, transfers, reactivations). Handling the personal scheduling of customer service staff and coordinating collaboration with other departments. Identifying, managing, and satisfying customer needs through dedicated offers. Directing the day-to-day operations of the customer service department. Organizing and delegating work tasks to ensure the smooth functioning of the customer service team. Identifying and implementing strategies to improve the quality and efficiency of customer service.
Umana S.p.a.Back Office Employee
Feb. 2011 - Aug. 2011Padova, ItaliaInterim Administrative Accountant through the "Umana" agency, assigned to a dealership for industrial vehicles. Back-office tasks include invoice recording, general ledger, and management of the fiscal warehouse.
EuroTrend GrupFront Desk Manager
Apr. 2009 - Feb. 2011PadovaReception Manager at the Agenzia Veneta per i Pagamenti all'Agricoltura, Central Office in Padua. Responsibilities include secretarial tasks, handling phone calls, managing reception personnel, organizing meetings, sorting incoming mail, franking outgoing mail, performing tasks outside the company, and selecting reception staff.
Eclisia sncReceptionist
Nov. 2008 - Mar. 2009Gorizia, Friuli-Venezia Giulia, ItaliaReceptionist at a center for holistic bio-natural disciplines and bioenergetic aesthetics. Responsibilities include secretarial tasks, appointment management, preparing treatment areas, and evening cleaning.
Walter GergoletShop Assistant
May. 2007 - Jul. 2007DuinoPart-time apprentice shop assistant with a 3-shift schedule: morning, afternoon, and evening. Responsibilities include customer management, preparing the refrigerated counter and bar, and opening and closing the shop.
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