Laura Sini

Experience

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  Armando Testa

  Jan 2000 - Jan 2008

  IT technician - Server Admin - IT Manager Assistant

  I started in Armando Testa as IT technician on Apple products:- maintaining computer systems- setting up computer equipments- providing technical support and teaching basic and high skills to all employees ( approx 300 people between Italy and the foreign offices).Subsequently as Assistant to the IT Manager my duties were:- Assisting the IT Manager in the performance of her duties (choosing and identifying the best products to facilitate the work of the end user = the Agency employees)- Oversee the proper operation of anti-virus, anti-spam and security software- configuring new machines and equipment, to ensure the operation of IT infrastructure and proper management of corporate databases- plan ICT systems improvement projects- develop the agency's IT projects- draft functional procedures- manage the budget according to the corporate vision Show less

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  Apple

  Jan 2009 - May 2009

  Inside Sale Representative

  Inside the shop ( Apple Center ) I was in charge of:- direct retail sales to customers- technical support and troubleshooting duties

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  SELLBYTEL Group Spain

  Jul 2009 - Jun 2010

  Apple Store Online, here below some of my duties:- Customer service management by phone and email.- Work by objectives (some of our KPIs were CSAT and Sales).- Profiling to effectively help them acquire the computer that best meets their requirements.- Channel complaints, claims and suggestions in a professional manner to improve the customer experience.- Detect possible customer needs to support the strategic plan.- Provide support to other departments of the organization, to be up to date on the knowledge of the services and policies of the company. Show less Apple Store OnlineAs an After Sales Agent, I was the front line in customer service. My responsibilities were:- Define and implement new methodologies and tools to improve customer satisfaction and measure their impact- Solve customer's issues and Manage client relationships and maintain high satisfaction levels through continuous interaction- Deliver excellent customer service via e-mail, and phone calls- Ability to listen to customers, detecting potential upsell opportunities and/or issues that can affect client satisfaction- Collaborate with internal teams to understand new product offerings; provide insight on the product roadmap to support present and future customer requests Show less

  • SALES AGENT (APPLE STORE ONLINE)

    Jan 2010 - Jun 2010

  • AFTER SALES representative

    Jul 2009 - Jan 2010
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  SELLBYTEL Group

  Jan 2013 - Jan 2014

  Team Leader (APPLE STORE ONLINE)

  As a Team Leader of the Italian Market my duties were:- Teaching marketing- Create Sales procedures and techniques- Guiding and motivating the sales team (25 people) assisting them in achieving the company goals and customer satisfaction.

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  SELLBYTEL Group Spain

  Jan 2015 - Nov 2018

  Administration Manager (GOOGLE ANDROID)

  Google AndroidAs administration specialist:- I oversaw the support operations ensuring that there is effective flow and that resources are employed efficiently throughout the business.- I worked with a large array of people ( approx 400).- I was involved in all the recruitment process as HR RECRUITER SPECIALIST and POC between the project (Google Project ) and the Unions in labor law matters

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  ZP Services Ltd.

  Jan 2019 - Dec 2019

  Account Manager

  - Management of strategic financial assets in terms of retention- Development and consolidation of the existing client portfolio in order to ensure the achievement of the assigned business objectives in terms of profitability of sales and quality of service by offering a wide range of CFD and Forex products to ensure the best trading experience.

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  Teleperformance

  Feb 2020 - Jun 2021

  Supervisor (DISNEY+)

  Disney +Part of the Customer Care Team for the Disney+ Project.Here below some of my duties: - Customer service management by phone, email and chat.- Identify their requirements to help them in an efficient way and in the event of any incident related to the operation of the platform.- Channel complaints, claims and suggestions in a professional manner to control delinquency.- Detect possible customer needs to support the strategic plan.- Provide support to other departments of the organization, in order to be updated on the knowledge of the services and policies of the company. Show less

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  Laura Sini Coach

  Nov 2020 - now

  Digital Marketing Mentor | Certified Life Coach

  I help Coaches, Therapists, Counselors and Trainers to reach more customers generating more incomes, less cost, less stress and more time to enjoy life and family.