Social Media Customer Service

Antonio Terranova

Via Simeto *, Gravina di Catania (CT)

Phone No. 003***********/003*********** - *********.****@*****.*** PROFILE

Solutions oriented professional with a balanced blend of technical aptitude and soft skills. Bilingual, focused and with a high regard for detail. Highly independent team player. Punctual, presentable and with a passion for problem solving. CORE SKILLS

Skilful communication

Adaptable mindset

High attention to detail

Proficient in prioritisation

Technical understanding

Highly analytical

EDUCATION

April 2016 Digital Marketing Diploma, Shaw Academy. January 2016 - March 2016 Photoshop Course, Iphotoshop. September 2002 – July 2008 High School Diploma, Industrial Technician of Electronics and Telecommunications,

I.T.I.S. G. Marconi, Catania, Italy

WORK EXPERIENCE

October 2018 –

Present

November 2017 –

October 2018

Facebook Marketing Consultant (Freelance) @ One Man Ads Responsibilities:

Facebook Marketing Analysis and Social Media Management.

Website Optimization for Facebook Marketing.

Facebook Customer Service and 24h Assistance and Campaign Check. Quality Monitoring Feedback Analyst @ Facebook

Accenture, Dublin

Responsibilities:

Managing the quality and performance of 20 Customer Service agents.

Provisioning weekly quality and performance reports for management.

Performing weekly quality reviews (QC) for phone calls, chats and tickets.

Weekly feedback and performance coaching (1:1).

Building and implementing Customer Service quality frameworks. February 2017 -

October 2017

Community Advocate @ Facebook

Accenture, Dublin

Responsibilities:

• Prospect SMB advertisers across EMEA and identify strong leads.

• Campaign management and optimization to nurture successful SMB advertisers.

• Build and manage advocate portfolio, incentivising involvement in the program.

• Write and curate success stories for successful Facebook advocates.

• Troubleshoot and provide consultative advice to help SMB advertisers grow.

• Provide technical product and tool support to improve customer experience. June 2016 - February

2017

December 2014 -

April 2016

Customer Delight Agent @ Facebook

Accenture, Dublin

Responsibilities:

Provide technical and consultative advice to SMB Facebook advertisers.

Advocate of SMB Facebook advertising solutions.

Provide technical, product and tool support to improve customer experience.

Transfer vital product feedback from SMB advertisers to engineering.

Provide official and featured solutions via Facebook Community Support.

Manage High Value/VIP customer accounts and priority tickets. Customer Service Supervisor and Gelato Maker

Gino’s Italian Ice Cream, Dublin

Responsibilities:

Handle customer queries and provide a first-class Customer Service.

Maintain productivity and performance targets as outlined by Manager.

Manage weekly stock orders and promote store products.

Ensure health, cleaning and safety procedures.

September 2013 –

February 2014

Store Manager

Rouge & Noir s.r.l, Catania (Italy)

Responsibilities:

Plan and manage work budgets to maximise profits.

Support and develop initiatives to achieve sales targets.

Ensure high standards of customer service are maintained.

Promote sales, maintain service excellence, uphold HACCP standards.

Implement marketing campaigns via social media and traditional advertising. December 2011 -

September 2013

Supervisor

Villa s.r.l,Catania (Italy)

Responsibilities:

Manage and maintain equipment.

Ensure compliance with HACCP standards.

Manage payment workflows and supervise tills.

Supervise reception of customers.

2010 - 2011 B2C Sales Agent

Almaviva S.p.a, Misterbianco (Italy)

Responsibilities:

Outbound interactions to win-back Premium subscription services. 2009 - 2010 B2B Sales Agent

Arrow Sas, Gravina di Catania (Italy)

Responsibilities:

Outbound interactions selling business phone service packages. LANGUAGES

Italian

Native speaker

English

Spanish

Fluent

Basic

COMPUTER SKILLS

Operative Systems (Windows, Linux)

Microsoft Office (Word, Excel, Power Point, Publisher) Salesforce

Adobe Creative Suite (Photoshop, Premiere)

References available on request.

Contact this candidate