Anna Cotugno

Experience

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  G & J SERVICE S.R.L.

  Jun 2014 - Sept 2014

  Entertainer

  "I learned that smiling for no reason makes you feel better. I learned that it costs nothing to say good morning to a perfect stranger. I learned that when they answer your good morning, you feel important."I took care of the reception of tourists, the performance of sports activities, entertainment for children, and the preparation of shows. It was a wonderful experience.Greeting guestsOrganising sport activities (zumba classes, pilates, dance classes)Performing in showsEntertaining children____________"Ho imparato che sorridere senza nessuna ragione ti fa stare meglio. Ho imparato che non costa nulla dare il buongiorno ad un perfetto sconosciuto. Ho imparato che quando ti rispondono a quel buongiorno, ti senti importante."Mi occupavo dell'accoglienza dei turisti alla reception, dello svolgimento delle attività sportive, dell'animazione per bambini, e della preparazione degli spettacoli. È stata un'esperienza meravigliosa. Show less

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  Servizio

  Nov 2016 - Nov 2017

  Volunteer

  The Volunteer of Civil Service in Unitalsi intervenes in the well-being of the person by promoting an active involvement in the community, going beyond the disease and/or difficulty often considered a limit, but possible to overcome with the right dose of empathy and love.The U.N.I.T.A.L.S.I. Project acts as an activator of support and assistance services for elderly people and people with disabilities, to promote their social inclusion by strengthening the residual abilities of each, improving personal satisfaction.__________Il Volontario di Servizio Civile in Unitalsi interviene nel benessere della persona promuovendo un coinvolgimento attivo nella comunità, andando al di là della malattia e/o difficoltà considerata spesso un limite, superabile però con la giusta dose di empatia e amore.Il Progetto dell'U.N.I.T.A.L.S.I. interviene come attivatore di servizi di supporto e assistenza alle persone anziane e con disabilità, per favorirne l'inclusione sociale rafforzando le capacità residue di ciascuno, migliorando la soddisfazione personale. Show less

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  Unitalsi

  Dec 2017 - Dec 2020

  Project manager and operator

  Guiding the operators during the year of serviceScheduling the volunteering hours for the operatorsMonitoring project progress and identifying and addressany issues or delaysOrganising activities and eventsMeetings with the operators

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  Creact Digital Agency - Sviluppo App, Brand Identity e Digital Marketing

  Apr 2021 - Oct 2021

  Copywriter

  Writing communications for the promotion of commercial activities, studying and understand the client’s brief by conducting thorough research on the brand, market, and audienceWriting and proofreading blog articles, points of interestWriting Facebook/Instagram postsData entryImage editingDealing with customers for bookings via phone

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  TELUS International Ireland

  Oct 2021 - now

  Performing quality reviews by analysing sales calls (MEDDIC)Providing monthly coaching sessions and ongoing support to allteam membersLeading internal calibration sessions with colleagues to align oncall evaluationsAssisting agents with live lead management and addressingquestions about quality, tool usage, product research, andresponse accuracyConducting agent feedback sessions regarding qualityperformanceMaintaining an open and honest feedback flow with managementconcerning agent performance and providing recommendationsDelivering daily, weekly, and monthly updates and reportsRunning quality training sessions and workshopsCollaborating with team managers and agents to identify training,performance, and quality requirementsProviding support to trainers and managersIdentifying and implementing initiatives to improve customersatisfactionWorking on ad-hoc projects and tasks as requested by the clientor managementMaintaining up-to-date expertise on company products,procedures, and processes Show less

  • Customer Experience Analyst

    Nov 2023 - now

  • Product Specialist (Italian and English market)

    Oct 2021 - Nov 2023