Sara Franceschini

Experience

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  Club Magellano

  Jul 2018 - Apr 2022

  Tour Operator & Customer Care

  - Direct customer assistance across all contact channels: phone, email, live chat, WhatsApp, social media- Contact with Italian and foreign hotel establishments and bus rental companies- Collaboration with local guides- Organization and composition of travel groups- On-Site Travel Coordinator

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  TECNOMAT

  Mar 2022 - now

  Omnichannel Customer Service Specialist

  As part of the Customer Service team within the Omnicommerce department, my key responsibilities include:- Supporting the omnichannel strategy, focusing on improving and optimizing all customer contact channels, including phone support, ticketing systems, chatbots and review platforms, ensuring a seamless and consistent customer experience across all touchpoints.- Managing customer support through ticketing systems, addressing issues related to the website, e-commerce, and online orders (experience with ticketing platforms Zendesk and ServiceNow and knowledge of Magento).- Handling the company's e-reputation by managing reviews according to group OKRs and helping to define guidelines for response consistency.- Moderating second-level social media interactions on platforms such as Facebook and Instagram.- Assisting in the training of the colleagues involved in Customer Care to ensure alignment with the omnichannel approach. Show less