Experience

• 

  Gn research

  Feb 2001 - Jun 2008

  International team leader
• 

  Master degree in international relationships university of la sapienza

  Oct 2007 - Apr 2009

  Tourism management, macroeconomics and linguistics
• 

  Satam viaggi

  Dec 2007 - Jan 2009

  Travel sales consultant

  Coordinated bookings and cancellations of flights, hotels and car rentals. Accounting: prepared summaries of current financial status by collecting information; preparing balance sheet, profit and loss statement, and other reports. Reconciled financial discrepancies by collecting and analyzing account information. All duties performed under supervision of company's principal.

• 

  Freelance

  Nov 2010 - Apr 2013

  Freelance translator
• 

  Getyourguide ag

  Apr 2013 - Mar 2015

  Travel sales consultant
• 

  Xcse experience customer service

  Jan 2014 - Apr 2014

  Project manager
• 

  Visitberlin (berlin tourismus & kongress gmbh)

  Mar 2015 - Aug 2015

  Travel sales consultant

  Advised and assisted customers with tours and hotels information and bookings, transportation tickets and performance/show bookings; successfully handled complaints concerning products and services; provided consumers with all the necessary information; sales representative, accounting: preparing balance sheet, profit and loss statement, and other reports. Reported financial discrepancies by collecting and analyzing account information.

• 

  Care.com europe gmbh

  Nov 2015 - Jun 2019

  Optimize sourcing processes and procedures; perform benchmarking analysis for multiple products; lead customer service experience to ensure smooth customers experience; research and troubleshoot order errors and delays; utilize cost methodologies, tools and appropriate software packages to prepare and maintain reliable and accurate data; improve the quality of the product and promotional trend performance; develop and implement a Quality Control Plan and strategy, reports, creation of surveys. Enhancing the customer user experience; improving the quality of the product and services offered; providing excellent customer satisfaction over phone and emails.Daily, weekly and monthly reports, creation and managing the team shift plan; coaching and feedback.

  • Senior Operation Associate

    Oct 2018 - Jun 2019

  • Senior Customer Service Specialist

    Nov 2015 - Oct 2018
• 

  Urban sports club

  Oct 2019 - now

  • Senior Escalation Team Lead CX

    Oct 2019 - now

  • Team Lead Customer Experience

    Jan 2020 - now

  • Team Lead Customer Experience

    Oct 2019 - now