Customer Service Manager
Resume:
Valeria Dambruoso
El Alamein, **
Email: **********@*******.***
PERSONAL PROFILE
A dynamic and energetic PA/EA, seeking a challenging role to continue
career development. A strong organiser, with excellent interpersonal
skills, energy, commitment and a good sense of humour, who works well both
on own initiative and as part of a team. Seven years of experience in
multicultural and international environments. Good language and
communication skills. Working to tight schedules and deadlines, organising
various events whilst and being responsible for new administrative and
financial procedures. Now looking to continue making an effective
contribution for a similar role.
AREAS OF EXPERTISE
. Banking administration
. Business administrator
. Financial and strategic planning
. Travel industry experience
. Invoicing
. Event/conference organising
. Training administration
. Team training
. Negotiation/Contracting
. Transportation (ferry/train/private car transfer) expert
PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS
TRA.CO.IN. Services is part of Travel Corporation, in-house purchasing
company, providing services to Trafalgar Tours, Insight Vacations, Grand
European Tours, Contiki Tours and Brendan Tours.
PA/Executive Assistant to Director at TRA.CO.IN. SERVICES London
January 2008 to January 2011
Responsible for negotiating and contracting, using my Italian, English,
Spanish and French on a daily basis to deal with suppliers in Europe regions,
USA, North Africa and Russia. Contracts amendment and renewal and updating
the company's database. Liaising with Operations and Accounts department
about contracts amendments and budget planning. Dealing with incoming email,
faxes and post, organising and storing paperwork, Excel documents and
computer-based information, carrying out specific projects and research and
preparing presentation in Power Point; taking on some of the Director's
responsibilities such as some travel duties and working more closely with
management. Diary management, extensive international travel arrangements,
scheduling meetings, conference call and lunches, typing and filing. Liaising
with clients (ferry & train companies, private car transfer companies, flight
companies, restaurants, photographers and hop on hop off sightseeing
companies) and internal staff at all level. Using Eurostar Elgar system.
Screening of emails and calls. Handle sensitive and confidential information
with discretion. Developed an innovative records management system to process
executive travel-related accounting documentation.
Part-time Italian Teacher for F.D.I. Log-Box International Ltd
January 2007-December 2007
SITEL CORPORATION UK Ltd (American Express) London
June 2004-December 2007
Italian Assistant Manager for AMERICAN EXPRESS
Responsible for the quality monitoring process for all the Customer Service
Professionals who are on the phone: providing feedback for all the CSPs on
the team. Coaching for higher performances, as well as problem solving.
Filling the monthly Quality Performance Report and making sure that the
clients quality standard requirements are met and exceeded. Managing
portfolios for Italy, Spain and UK clients. Working in a highly competitive
and professional atmosphere where excellent interpersonal and presentation
skills are required. During last two years, I opened new savings accounts for
AMEX. I was entrusted the responsibility of defining value entities to new
customers. While interacting with customers, I had to give them the clearest
picture regarding the savings products they are going for and clearing all
their doubts regarding the products.
In September 2006 I have been promoted as Team Manager for Amex Italy.
Managing a team of 11 Italian agents in a busy customer services department
through mentoring, coaching and motivating individuals to achieve the goals
outlined in their job specification. Providing accurate and up to date
clients reports and technical and administrative supports. Organising time
schedule for all employees. Responding to client complaints. Directly
reporting to the Customer Service Manager. Monitoring agents and giving
feedback to maintain high standards. FSA and DPA compliant.
ISDA Roma
January 2003- July 2003
Event organiser for a National competitive examination for qualified
candidates in Foggia
Organising and marking all tests.
Maintaining security whilst handling assessment and applicants' data.
Acting as secretary for committee meetings as and when appropriate, including
preparation of agendas.
Liaising with speakers to ensure appropriate arrival, accommodation.
UNESCO Roma
March 2002-July 2002
Event organiser training in the press Office, Information, Library and
Documentation of Italian National Commission for UNESCO
Preparing press reviews and press releases.
Assisting in the preparation of the press conference for the NU's year for
the cultural and natural heritage.
Contributing to the archives in the library of CNI UNESCO.
Contacts with journalists.
Ability to work within agreed objectives.
Ability to prioritise, be discreet and work well under pressure.
Smetar srl, BARI
January 2001-January 2002
Secretary and administration assistant
General office administration, mail, stationary supplies, filing and
correspondence.
Liaising with foreign customers and dealing with telephone inquiries and
faxes.
EDUCATION & QUALIFICATIONS
University of Bari
1993-2000
MA in Political Science (Public and Private Management)
Degree thesis: "The Apartheid"
Grade: 105/110
September 1988 - July 1993
Liceo scientifico Statale of Putignano(BA)
TRAINING AND/OR SHORT COURSES ATTENDED
First Cambridge Certificate 2007
Advanced Call Coaching Course 01-20/05/2007
First Aid at Work Certificate 16/01/2006-19/01/2006
QAR Assessment Certificate 2005
Training Certificate-Press Office, Information, Library and Documentation of
CNI for UNESCO 2002
FOREIGN LANGUAGES
Italian mother tongue
Written and Speaking English: Advanced
Written and Speaking Spanish: Good
Written and Speaking French: Intermediate
COMPUTER SKILLS
Good Microsoft Office 2003 & 2007 (Word, Excel, Power Point, Microsoft
Outlook); Internet Explorer; good keyboarding skills
ADDITIONAL INFORMATON
I like writing and in September 1998 I wrote a short story for a Literary
National Competition "Massimiliano Kolbe" and I won the first prize, after
which my short story was published.
Catholic religion teacher (1998-2000 voluntary work)
INTEREST
Reading (horror, novels), sport (swimming, aerobics), travelling
Referees will be available on request
Contact this candidate