Customer Care Agent (Tech)

• Jul 2022 - Present

Language coach specialized in developing confidence and fluency

• Sep 2018 - Present

15 years ago I started noticing certain disturbing trends in the area of the teaching of foreign languages. Indeed, because of an unfortunate system of priorities and incentives, many educational systems, when teaching languages, actually DON'T foster confidence or fluency in their students. Instead, they put excessive pressure on students to speak the language perfectly right from the word 'go', providing overly critical and harsh feedback in order to push them. And the teacher is usually the single external reference students have to evaluate their level. This leads leads to many students being completely unable to speak the language owing to the constant and debilitating fear that they will be criticized, ridiculed or even downright demeaned just for trying. My method aims to combat and eradicate this in the students. I do this by treating them with all the respect they deserve, providing only constructive, positive feedback even when correcting mistakes, and generally establishing a level of trust that allows them to regain confidence in their own level and ability. The focus of a language should never immediately be perfection. The first objective must be communication, and the second fluency. Only once those are achieved should one focus on perfection. I've had excellent results, with every one of my students reporting noticeable improvements over mere months of regular sessions.

Consultant in Communication & Event Management

• May 2018 - Present

We are a multidisciplinary tribe of international freelancers who want to address the sustainable development goals together. Within this context, I contribute to various communication campaigns (Twitter, Facebook, etc) regarding sustainable business and business practices with a view to promoting them, and help organize events to spread and promote sustainability and more participative management approaches. We are a multidisciplinary tribe of international freelancers who want to address the sustainable development goals together. Within this context, I contribute to various communication campaigns (Twitter, Facebook, etc) regarding sustainable business and business practices with a view to promoting them, and help organize events to spread and promote sustainability and more participative management approaches.

Technical Consultant

• Mar 2021 - May 2022

TechneValue is a proud reseller of Genesys' cloud-based contact center management solutions, which include everything from the handling of phone calls, both inbound and as part of outbound campaigns, to the mangement of staff shifts and evaluation. The company also develops two major products in-house that are often sold as add-ons to the Genesys solutions, one to centralize many of its reporting features and another to serve as a Swiss Army Knife of functionalities based on each client's needs. As part of the in-house Helpdesk team, catering to 8 clients, including some of the biggest institutions in Italy: - I provided IT support regarding the Genesys Cloud call center management solution and custom in-house add-ons - I assisted with the management, coordination and reporting of the Helpdesk team - I made important procedural suggestions and improvements based on a previous Helpdesk experience - I assisted with escalations, customer relations and SLA compliance

Consultant / Engineer, PSA

• Mar 2017 - Apr 2018

I helped coordinate the creation, editing, publication and verification of internal and external documentation on PSA's major reference sites aimed at dealerships, repair shops, etc.

Consultant/Engineer, TOTAL Cubix

• May 2016 - Mar 2017

Working in the context of the IT support and maintenance structures, I helped coordinate planned or emergency change operations and, sometimes, critical incidents, interacting with both Total and the technical teams to ensure transparency of information, smooth operations and swift resolutions.

Service Desk Agent

• Feb 2014 - May 2016

Fujitsu is a leading provider of technology and technology-related services for everyone from end users to large businesses. In Lisbon, the Shared Service Desk alone provides IT support services to several clients, 24/7. The Lisbon GDC has for several years been regarded as the best of Fujitsu's GDCs, delivering the highest-quality service. - 1st-line support for the IT environment clients provide their employees with (Windows, common office applications, network connectivity, specific CRM applications etc.) according to procedures established with the clients, with call and email handling in French, English, Spanish and Italian - 24/7 monitoring and escalation of alerts on critical servers and applications, along with diagnostics and direct maintenance operations. - Monitoring of maintenance and repair operations in Datacenters. - IT support during significant software or hardware migrations or upgrades within clients' IT infrastructure - Crisis management and escalation during critical client infrastructure failures. I helped my team maintain the high service quality provided by the team and the GDC, as defined with the clients.

Webmaster - Part time

• Aug 2010 - Dec 2014

I maintained the Foundation's Website, mostly from a technical standpoint but I often assisted with the content itself. I maintained the Foundation's Website, mostly from a technical standpoint but I often assisted with the content itself.

External Communication Consultant

• Oct 2013 - Oct 2013

ServiceAtHome.com is a new Website linking individual providers of domestic services (private lessons, housekeeping, babysitting etc) with individual customers. I carried out online and offline communication campaigns through Web posts in local networks and poster campaigns throughout Geneva, and assisted with testing and improving the Website itself. ServiceAtHome.com is a new Website linking individual providers of domestic services (private lessons, housekeeping, babysitting etc) with individual customers. I carried out online and offline communication campaigns through Web posts in local networks and poster campaigns throughout Geneva, and assisted with testing and improving the Website itself.

External Communication Consultant

• May 2013 - Jun 2013

I assisted a key manager in UEFA in finding communication and expansion possibilities with regards to a project he wished to submit to the top managers, one that, if adopted, will strongly impact upcoming European soccer championships. I assisted a key manager in UEFA in finding communication and expansion possibilities with regards to a project he wished to submit to the top managers, one that, if adopted, will strongly impact upcoming European soccer championships.

Community Manager

• Apr 2013 - May 2013

GreenGoWeb is an initiative to help large companies follow the sustainability trend and save money and resources by encouraging their employees to complete sustainable everyday actions in the workplace. Through gamification and a simple mobile Web app, the idea is to be as accessible, simple and engaging as possible. My mission was to contribute to the overall communication strategy of the company during the first month-long pilot project with one of Procter & Gamble's Geneva divisions. We were able to implicate dozens of employees on a regular basis, saving P&G an equivalent of nearly 100kg of CO2 emissions.

Community Manager

• Aug 2012 - 2012

Managed and implemented the company's online Communications and Marketing strategy through social networks, online ads, Website design and user experience. Managed and implemented the company's online Communications and Marketing strategy through social networks, online ads, Website design and user experience.

Communications Officer

• Mar 2011 - May 2011

During IBM's centennial year, the company is attempting to keep up and increase its involvement in the local communities where it is located, by encouraging every single IBMer to get involved in their local communities, helping out local associations on a volunteer basis and by so doing sharing high-value abilities that are usually out of reach of said associations. I was in charge of internal communications on this effort: blog, newsletter, actual physical communications ops (flyer- and poster-based), as well as some "customer service", when employees needed help getting through the process.

Online Community Developer

• Apr 2010 - Aug 2010

I was in charge of developing the brand-new online customer community aimed at favoring communication between current and potential customers and boosting referrals and sales via word-of-keyboard advertising. I was in charge of developing the brand-new online customer community aimed at favoring communication between current and potential customers and boosting referrals and sales via word-of-keyboard advertising.

Project Assistant

• May 2009 - Aug 2009

This is a 3-month pilot project for improving the Nicaragua Justice system's approach on juvenile delinquency. Terre des Hommes and the Tutator Foundation, both based in Switzerland, have been working on a digital tool, Kaikaia, to assist the various actors in the handling of juvenile delinquents in coordinating their efforts, centralizing files, gathering statistics, on the one hand, and delivering alternative sentences aimed at reeducating the youths and/or teaching them a livelyhood that can sustain them once finished on the other hand. This is seen as a crucial effort to help reduce the issue of street youths and gangs in the country's capital, Managua, and the problem of juvenile delinquency nation-wide. Outcomes: Excellent feedback from both the justice workers and the actual teenagers, showing a new perception that someone is actually there to take care and listen.

Marketing consultant

• Feb 2009 - Feb 2009

Rusticae is a club of small hotels with character, where one can stay and have a real unique and spectacular experience. They also maintain a Website to allow people to book their stays in these hotels. In Rusticae I was required to assist in developing a strategy to develop an emotional link between Rusticae and the market, attract new customers and make the current customers loyal. This involved helping to develop a virtual community of VIP customers, planning for a new company blog and an expansion and improvement of their advertising strategy on online social networks like Facebook. Outcomes: Some of our suggestions have since then been implemented into the Website and online communication strategy.

Sales Intern

• Apr 2008 - Aug 2008

Preparing sales presentations, participating in trade shows (such as Internet World in London), working with the Marketing department, preparing contact lists for new opportunities, cold-calling companies in order to sell our services Preparing sales presentations, participating in trade shows (such as Internet World in London), working with the Marketing department, preparing contact lists for new opportunities, cold-calling companies in order to sell our services

Présences Volunteer

• Aug 2006 - Aug 2006

I volunteered to help elderly people on their day-to-day activities. I volunteered to help elderly people on their day-to-day activities.