Assunta Catoio

Experience

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  Università degli Studi di Salerno

  Feb 2007 - May 2007

  Assistant Director Of Administration

  Assistance administrationProtocol managementCustomer service

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  SEO Cube S.r.l.

  Sept 2012 - Feb 2014

  SEO Copywriter

  • Management optimizing web sites.• Copywriting and content management.• Deliver thoughtful stories – compelling ideas and copy – on brand and on strategy.• Develop on-page copy optimizations across pre-identified areas of opportunity.• Propose, develop and execute digital content strategies to enhance content in support of high-volume search keywords.

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  Generali

  Mar 2014 - Sept 2015

  Account Executive English/Italian

  • Focusing on client portfolios, ensuring efficient service and accurate record keeping.• Delivering reports on scheme records and files.• Following standard company procedures and prioritising confidentiality.• Managing, developing and growing a portfolio of corporate clients.• Identifying and generating leads.• Meet deadlines.• Meet monthly target.• Lead and deliver the end to end ongoing client service, adhering to company policies, procedures and service standards. Show less

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  Notelseit srls

  Sept 2015 - Feb 2017

  SEO Executive English/Italian

  • Management optimizing web sites (SEO).• Copywriting and content management.• Management web marketing. Portfolio 30 clients.• Management comunication agency (newsletter, social network).• Management web site of agency.• Building of web sites and e-commerce (Magento, Wordpress, Joomla). Portfolio 50 clients.• Building and managament blog.• Management MePA. • Customer service.• Data entry.

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  Booking.com

  Mar 2017 - Oct 2017

  Customer Service Executive (via Convergys)

  Main responsibilities • Research, analyze and resolve customer (internal and external) issues in an accurate and timely manner. • Use appropriate tools and resources to assess situations and create resolutions appropriate, while maintaining ownership of the issue. • Manages queues for areas of responsibility to ensure response time goals are met.• Effectively resolves escalated issues.• Identifies service problems and conducts root cause analysis.• Establishes and maintains positive working relationships with agents, peers, management, corporate, network, coworkers, and partners.• Reporting of customer issue trends including analysis and guidance for decision-makers.• Refer unresolved customer issues to designated departments for further investigation• Collaborating and working with other teams (customers, training and business teams) to develop and improve the procedures of the company.• Working weekends and/or evenings.• Meet daily, weekly and monthly target. Show less

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  Accenture

  Oct 2017 - Nov 2021

  Main responsibilities • Researching, capturing and inputting market and dashboard data.• Drive rigorous metrics to evaluate performance and drive reduction in variability/defects in critical business processes.• Perform problem recognition and analyse the root cause of data quality issues, recommending procedural and technical changes to improve productivity and data quality. • Create and drive reports related to internal procedures. • Identify, prioritize and manage opportunities for efficiencies to improve productivity and SLA performance.• Assess and identify areas for improvement (business processes, etc.) to assist the organization in striving for best practice in data management and reporting.• Drive execution of innovation and transformation projects through the operational excellence agenda.• Collaborate with client/ internal stakeholders to critically assess and improve client processes and drive client value through corporate programs such as cost to serve, digitization, operations maturity and we@accenture.• Collaborate with global teams/ internal stakeholders to identify and implement best practices and support deployment of global initiatives and programs in assigned accounts. Show less • Provide consultative advice to small and medium-sized businesses (SMBs) to help them grow their businesses across multiple channels - chat, email and phone.• Account Management.• Support and expand the self-serve advertising base for SMB clients in the online and digital advertising domain.• Demonstrate the value of our SMB advertising solutions.• Provide pre and post-sales education for all self-service products.• Responsible for helping SMB clients drive results via their marketing campaigns through consultation, education, and support.• Provide product and tool advice to improve clients’ experience and drive higher product adoption and spend.• Ability to identify trends and solve problems facing multiple SMB clients.• Providing vital product insights and feedback from our customers to engineering.• Champion and produce success stories for customers who have had success in growing their business by using our products have used our products to grow their business. Show less

  • Service Delivery Team Lead

    Aug 2020 - Nov 2021

  • Process Excellence Analyst

    Sept 2018 - Aug 2020

  • Global Marketing Solutions

    Oct 2017 - Sept 2018
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  Remote

  Nov 2021 - now

  Customer Success Manager