Customer Care Training

Europass

Curriculum Vitae

Personal information First name / Surname Fabiana Morra Addresse

(current address) 45 rue de L Hermine, G1K 1Y3, Quebec, QC, Canada.

** *** ******** ****, *****, Naples, Italy Telephone +1-418-***-**** Mobile +1-418-***-**** E-mail abovaa@r.postjobfree.com@hotmail.com

Nationality Italian Date of birth 10/03/1978 Gender Female Desired employment / Occupational field Translator

Work experience Dates 03/10/2009 Occupation or position held Translator/interpreter Italian> French, EnglishItalian Main activities and responsibilities Translation English>Italian (nautical sector) Name and address of employer Intercruises Canada, Quebec, QC, Canada Type of business or sector Hospitality and tourism (cruises) Dates 20/11/2008 05/04/2009 Occupation or position held Teacher of Italian as a foreign Language Main activities and responsibilities One-to-one and in-company classes (various levels) Name and address of employer Centro italiano di cultura, Moscow, Russia Type of business or sector Education Dates 21/03/2008 - 20/09/2008 Occupation or position held Free lance translator Main activities and responsibilities I have translated from Italian into English and Spanish the website of Sedilmare (an Italian nautical company). I have also translated many texts from Russian to Italian for the CNR of Portici (Consiglio Nazionale delle Ricerche di Portici). Name and address of employer Sedilmare, pozzuoli, Napoli.

CNR, Portici, Napoli Type of business or sector Nautical products. Ethology Dates

20/09/2005 - 20/03/2008 Occupation or position held Customer care representative Main activities and responsibilities My function was to help and solve customer queries. I took inbound calls from business customers and retailers of Telecomitalia.

Incoming calls where about: orders, orders & delivery, technical support, mobile number portability, invoices, payment, new contracts, complaints. I had to deal with many Siebel's CRM softwares and to work with MS Office applications (Word & Excel).

I also took care of the administration of orders by using the software SAP (Sapr3 & Sap19). Name and address of employer Telecomitalia spa

Centro direzionale di Napoli, Naples, Italy Type of business or sector Telecommunication Dates 01/06/2005 - 18/09/2005 Occupation or position held Receptionist/ booking agent/translator Main activities and responsibilities My function was to deal with room bookings and cancellations. I had to deal with reservations and cancellations by phone, e-mail and fax. My duties included: checking guests in & out (allocating rooms, handing out keys, preparing bills, taking payment), taking and passing on messages, dealing with special requests from guests (such as ordering taxis, booking theatre trips), answering in English/Italian/Spanish/Russian language about facilities in the hotel and the surrounding area, dealing with complaint and problems.

It was a large hotel and reservations were computerised, so I always used the Micros Fidelio 7.0 hotel software. I also made some translation talian> Russian. Name and address of employer Hotel L Palazzo Turchini, Naples, Italy Type of business or sector Hospitality and tourism Dates 15/09/2003 - 15/11/2004 Occupation or position held Teacher of Italian as a foreign language, teacher of business English language Main activities and responsibilities I taught Italian to Russian speaking immigrants living in Naples, and business English language to Italian unemployed citizens. Name and address of employer T-Systems Ac@demy, centro direzionale di Napoli, Naples, Italy

Il Divenire, Frattamaggiore, Napoli, Naples, Italy Type of business or sector Education Dates 01/03/2002 - 05/05/2003 Occupation or position held Teacher of Italian as a second language Main activities and responsibilities I taught Italian language to Russian speaking children and teenagers adopted by Italian families (and also taught Russian language to the families that adopted them). Name and address of employer Associazione "Ariete", Naples, Italy Type of business or sector Education Dates 01/03/2001 - 30/09/2001 Occupation or position held Secretary/translator Main activities and responsibilities My function was to provide administrative support to the company. My duties were pretty much everything: organisation and management of all office work including taking care of correspondence (also with foreign customers), answering the telephone and dealing with enquiries, making appointments and keeping diaries, travel arrangements, drafting letters and other documents, invoice checking, translations English>Publiemme, Napoli Type of business or sector Marketing

Education and training Dates 20/10/1997 - 14/07/2008 Title of qualification awarded Master Degree in Comparative studies (foreign languages and literatures

compared: English, Russian, Spanish), with honor (magna cum laude). Principal subjects / occupational skills covered Contact Linguistics, Russian language and literature, English language and literature, Spanish languageand literature, Foreign Languages Teaching Techniques, Eastern Europe History, Italian Literature, Russian language history, Compared Literatures. Name and type of organisation providing education and training University of Naples "L'Orientale", Italy. Level in national or international classification Isced 5 Dates 15/09/1990 - 15/07/1996 Title of qualification awarded Diploma in Accounting (score: 50/60) Principal subjects / occupational skills covered Accounting, business administration, mathematics, economics, computer applications for business, law, economic geography, foreign languages (English, French, Spanish)Name and type of organisation providing education and training Istituto Tecnico Commerciale Statale " Antonio Serra", Naples, Italy Level in national or international classification Isced 3 Dates 10/06/2003 - 10/03/2004 Title of qualification awarded Post-diploma business administration certificate Principal subjects / occupational skills covered Law and Management, Economics, Business and accounting, English, computer programs. Name and type of organisation providing education and training Centro studi Eforos, Casalnuovo, Napoli. Level in national or international classification ISCED 4 Personal skills and competences Mother tongue(s) Italian Other language(s) Self-assessment Understanding Speaking Writing European level Listening Reading Spoken interaction Spoken production Russian B2 Independent user C2 Proficient user B2 Independent user B2 Independent user B2 Independent user English C1 Proficient user C1 Proficient user C1 Proficient user C1 Proficient user C1 Proficient user Spanish / Castilian C1 Proficient user C1 Proficient user C1 Proficient user C1 Proficient user C1 Proficient user French B2 Independent user C2 Proficient user B2 Independent user B2 Independent user B2 Independent user Common European Framework of Reference (CEF) level Social skills and competences Teamwork and excellent interpersonal and communication skills gained through my experience as customer care representative, receptionist and teacher. I have the ability to work co-operatively and effectively with others, to establish and maintain good working relationships. I am a reliable, dedicated and conscientious employee with a friendly, compelling, outgoing and courteous personality. Organisational skills and competences I am patient, methodical, creative, well organised and target driven (skills acquired through the work experience as translator and secretary). Technical skills and competences Good command of English, Russian, Spanish and FrenchLanguage (acquired studying at University, travelling abroad and working as free-lance translator/interpreter), computing, advanced customer care techniques (acquired through the work experience as secretary and customer care representative). Computer skills and competences Good command of computing: Windows, Microsoft Office tools (Word, Excel, Power Point: acquired at school and through the work experience as secretary and customer care representative), Siebel Crm softwares, SapR3, Sap19 (acquired through the work as call center operator), Micros Fidelio 7.0 (through the work as receptionist), Team System (throught the course in Administration). Artistic skills and competences Writing, sewing (leisure time activities). Other skills and competences Intuition ability (personal skill) Driving licence(s) Category B Additional information Single.

Able to start immediately.

Page / - Curriculum vitae of

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