Experience

TheFork, a Tripadvisor company

• France
• Technology, Information and Internet
• 700 & Above Employee

• VIP Support Specialist

  • Apr 2023 - Present

  Barcellona, Catalogna, Spagna Offering a dedicated support to VIP restaurants, the most valuable segment of customers of the company. Helping restaurant owners to manage their activity on TheFork Manager by updating their availability online, solving irritants with customers or finding new ways to gain in visibility. It is really important to offer a customized experience to our customers and find solutions and workaround which suit the best to their specific needs. Interacting with different… Show more Offering a dedicated support to VIP restaurants, the most valuable segment of customers of the company. Helping restaurant owners to manage their activity on TheFork Manager by updating their availability online, solving irritants with customers or finding new ways to gain in visibility. It is really important to offer a customized experience to our customers and find solutions and workaround which suit the best to their specific needs. Interacting with different departments of the company like sales, account managing and internal support as an intermediary.

• Customer Care Specialist

  • Sep 2022 - Apr 2023

  Barcellona, Catalogna, Spagna Offering B2C and B2B support through different channels such as chats, emails, and calls. Managing inbound request from users facing issues with their bookings and restaurants that need support with their electronic reservation book. Measured on KPIs such as productivity and CSAT, I managed to excel on both sides by using tools that allowed me to offer a fast and customized support in order to maximise both quality and rapidity of my answers.



Comdata Group

• Italy
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Chatbot Developer

  • Mar 2021 - Aug 2021

  Milano, Lombardia, Italia Huawei project for Comdata. Back-office work to project, develop and improve chatbot that would have reduced volumes of request on chat channel. Improved my analytical skills in order to identify issues and create reports to developers in order to improve the answers acccuracy.

• Technical Support Specialist

  • Nov 2020 - Mar 2021

  Milano, Lombardia, Italia Huawei project for Comdata. Outbound contacts to solve escalated issues. Supporting B2C customers facing issues on their phones, tablets, laptops and accessories. My task was offering the best solution to complicated technical issues to avoid complaints. Improved skills about accuracy and issue identification.

• Customer Support Specialist

  • Aug 2019 - Nov 2020

  Milano, Lombardia, Italia Customer support specialist on Huawei project for Comdata. Offering B2C support through multiple channels (calls, chats, emails) to inbound contacts. Measured on KPI like productivity, CSAT, first-call resolution. First experience in a big company, I developed soft skills to deal with irritated customers, showing empathy. Learnt to manage cases in a fast and accurate way.