RELEVANT SKILLS
• liability
• highly committed
• consistency and pragmatism
• empathy and communicativeness
• ability of leading a group

ADDITIONAL INFORMATION
• English proficiency
• Dutch and French basic but in ongoing study
• Strong focus on sustainable customer satisfaction
• Excellent communication skills, in particular empathy and listening skills
• Problem solving through customer focus
• Able to identify and act to customer reaction in appropriate manner
• Outbound and Inbound calling experience
• Good knowledge of CRM processes and procedures
• Stress management, handling workload and demanding customers
• Accuracy with data handling
• Quick thinker
• Team player
• Good computer skills including Microsoft Windows, Office, Siebel, SAP, Lotus Notes
• Driving license: B
• Enrolled in the Italian Order of Journalists (Rome) since 22/10/2008

LIM COMM
online
Web editor and Marketing support
Main Responsibilities:
Web content and editing for Italian customers, ensuring all content and data are correctly written and translating also in English. Online marketing, integrated email marketing programs for consumer audiences. Expert knowledge of Silverpop, Cheetahmail, YesMail, ExactTarget, Eloqua or other top tier email marketing/CRM.

FLOWRIDERS STUDIO
Weesp, freelance job
Voice recorder
Main Responsibilities:
Voice recording for the satellite system of Kia and Hyundai, Italian language.

UNIVAR
Maastricht, 15-07-2013 – 15-07-2014
Customer Solutions Specialist
Temporary contract for 6 months prolonged for 6 months more
Main Responsibilities:
• Placing and processing orders, shipping and invoicing for EMEA Customers, enquiries and complains management, customs valuation, customs procedures, VAT, origin, classification codes.
• Chasing status of orders internally with Sales Account and Sales Managers
• Escalation when needed
• Acting as the contact person for operational issues and problems with customers
• Run queries and chasing picklists on a daily base (new orders, back orders and stock reports)
• Producing invoices
• Processing the paperwork and making sure the goods are sent to the customer in a timely manner
• Keeping track of on-time delivery and customers informed
• Giving assistance to F&A when problems occur
• Responsible for maintenance and up-to-date information of sales orders in the MRP system

Job language: English, French, Spanish, Italian, Dutch

PERCEPTA
Rome, 01-09-2012 – 14-07-2013
Brand Support and Escalation Manager for Jaguar Land Rover Italy
Permanent Contract after six month of probationary period + Health Insurance + Lunch Tickets + Bonus
Main Responsibilities:
• Set up and implemented a new Customer Loyalty Process for the Italian Market based on the Sales and Service Red Flags.
• Responsible for escalations and legal cases
• Translations of technical documents from English to Italian and viceversa
• Reporting on excel sheets and power-point slides
• After-sales Management Assistant

 
DAIMLER AG
Maastricht, 01-02-2010 – 31-08-2012
Customer Loyalty Specialist and Quality Analyst at the Mercedes Benz Customer Assistance Center Maastricht NV.
Permanent Contract after 3 year contracts + benefits (pension ASR, company bike, Social Club)
Main Responsibilities as Quality Analyst:
• Data quality evaluation, adherence of procedures and processes utilized by Customer Service and Service 24 hours departments
• Management reporting about the most frequent technical breakdowns on our cars
Main Responsibilities as Loyalty Specialist:
• Contact customers, showing empathy, in order to enhance customer satisfaction
• Make balanced decisions concerning compensation given to customers
• Work within guidelines and processes, but retain flexibility to deviate from these guidelines and processes when required.
• Through investigation in customer background prior to making outbound call.
• Share information in database and inform team members and other relevant parties
• Signalize bottlenecks in processes and guidelines and suggest solutions
• Provide customer feedback to the Operation Manager for further distribution and handling
• Manage own case load

Maastricht, 01-04-2009 – 31-01-2010
Customer Service Representative at the Mercedes Benz Customer Assistance Center Maastricht NV.
Main Responsibilities:
• After Sales Service for Chrysler, Jeep and Dodge for the Italian Market.
• Handle customer complaints
• Provide solutions and information
• Make balanced decisions with District Managers concerning warranty and goodwill

AMERICAN EXPRESS
Rome, 22-01-2008 – 31-01-2009
Customer Service Representative at the Customer Service International Department
Main Responsibilities:
Sales, after-sales, help-desk, information, problem solving, card activation, card stopping, opening disputes and enquiries

LEONGROUP S.r.l., STRAPARLO, IMPRESA COOPERATIVA
Rome, 15-05-2006 – 15-06-2009
Press and Web Journalist

ACCENTURE HR SERVICES (internship)
Rome, 15-01-2007 – 14-04-2007
Internship in the Operations Department. Thesis about the department Program and Control Planning, organization and control in Accenture HR Services. How to drive the payroll processes.