Customer Care Trainer and Quality Assurance

• Feb 2022 - Present

• Analysis of customer interactions managed by Customer Care, especially with regard to chat channel • Performing call monitoring and updating trend data to the team • Coordinates and organizes call calibration sessions for call center staff • Provide feedback to Team Leader and call center manager • Improvement measures for operators, procedures and training material • Salesforce Knowledge Base organization and implementation • Performing application and system administration of Jira, including data backups and scheduled jobs for Customer Care • Maintaining Jira projects, workflows and permissions Show less

Assistant Trainer

• Nov 2021 - Jan 2022

• On-site Quality, performances and workflows monitoring (Huawei Partner)• Ensure all operators are trained and certified based on Process Requirement• Managing a team of Junior Customer Service Representatives• Manage classroom and On-the-Job Training for operators when the need arises

Huawei B2C Customer Service Representative

• Jun 2020 - Nov 2021

• Communicating with Customers through various channels (via telephone, chat and email)• Keeping records of customer interactions, transactions, comments, and complaints• Communicating and coordinating with colleagues as necessary• Providing feedback to Team Leader on the efficiency of the customer service process

Marketing and Communication Assistant

• Nov 2019 - Apr 2020

• Screenplay Analysis and relationship with film productions • Writing articles and press releases liaising with media representatives and managers for Theatrical Distribution of Films • Assistance and coordination with the Sales and Marketing Team based on the feedback from our partners for the continuos improvement • Performing Market Research for new business opportunities: identification of commercial partners for brand enhancement in Audiovisual Production • Admin duties including printing, sending emails and ordering office supplies • Preparation of documents and Front Office support in scheduling and organizing meetings, events and appointments Show less

Member of Content Area

• Jun 2019 - Jun 2019

"Indie Road - Un percorso all'interno del cinema indipendente" • Manage Contacts of companies involved, in particular SIAE (Italian Society of Authors and Publishers), Motion Pictures Licensing Company, Sony Pictures Entertainment and Adler Entertainment • Stakeholder Engagement, Community relations and Organisation of workshops • Preparing articles and press releases, handling enquiries from journalists and other Media Contacts via telephone calls, Direct Email and Written Correspondence Show less

Junior Writer

• Jan 2016 - Nov 2017

• Film review writing • Responsible for all Social Media Activity (Facebook and Instagram) and managing corporate social media accounts • Film review writing • Responsible for all Social Media Activity (Facebook and Instagram) and managing corporate social media accounts

Contributor

• Oct 2015 - Oct 2017

Junior Content Writer

• Oct 2012 - Oct 2015

• Film and TV Series review writing • Responsible for all social media activity (LinkedIn, Facebook and Instagram) and managing corporate social media accounts • Film and TV Series review writing • Responsible for all social media activity (LinkedIn, Facebook and Instagram) and managing corporate social media accounts

Contributor

• Aug 2012 - Oct 2012