Experience

CVing

• Italy
• Human Resources Services
• 1 - 100 Employee

• Product and Customer Experience

  • May 2021 - Present

  Milano, Lombardia, Italia Collecting and monitoring customer satisfaction KPIs (CSAT, CES, NPS) using Zendesk Explore to identify relevant customer insights to transform in actions Defining and revising customer experience of new and in-life products or services Working on CEX continuous improvement, analyzing as-is processes, managing E2E test on in life products or services, collecting insights from customers’ KPIs Contributing ideas for the improvement of the Product Reviewing software bug reports and… Show more Collecting and monitoring customer satisfaction KPIs (CSAT, CES, NPS) using Zendesk Explore to identify relevant customer insights to transform in actions Defining and revising customer experience of new and in-life products or services Working on CEX continuous improvement, analyzing as-is processes, managing E2E test on in life products or services, collecting insights from customers’ KPIs Contributing ideas for the improvement of the Product Reviewing software bug reports and highlighting problem areas Identifying quality issues and creating test reports Collaborating with the design team to solve application faults Show less



McFIT Italia

• Italy
• Real Estate
• 1 - 100 Employee

• Credit Collector Agent

  • Sep 2020 - May 2021

  Milano, Lombardia, Italia Actively calling and negotiating with customers to collect credit Communicate consistently with clients throughout the contract life-cycle, escalating important issues where needed ------------- Chiamate outbound verso abbonati con insoluti, negoziando piani di rientro Registrazione e monitoraggio pagamenti



Deliveroo

• United Kingdom
• Internet Marketplace Platforms
• 700 & Above Employee

• Customer Service Agent

  • Nov 2019 - Jun 2020

  Milano, Lombardia, Italia Reviewing and responding to customer queries using tools such as Zendesk Managing internal escalations - via both Workplace and Gmail in an efficient and timely manner to guarantee customer satisfaction and brand loyalty with every enquiry --------- Gestione delle chiamate inbound di clienti e partner Gestione della chat e email dei clienti e collaboratori



Arvato Bertelsmann

• Brazil
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Agent

  • Jul 2017 - May 2018

  Milano, Lombardia, Italia Manage large amounts of incoming phone calls Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents --------------- Customer Service in italiano e inglese per inbound, email e chat per diverse commesse: Diesel, Guess e Booking.com