01.12.1986 

From 09/2016to present day employed for Ubeeqo, a Europcar company, ascustomer service manager and operations assistant. The role is based in the Berlin, the company headquarter.The position involves the management of 5 agents.

Key roles in a fast-growing web start-up with a focus on customers (B2B and B2C) relations: profiling; acquisition/targeting/onboarding; retention.

Handle standard and special requests (from different channels)in order to customize the user experience and create upselling and cross selling opportunities. Managing and analyse suggestions, improvements and net promoter score (NPS). Manage front-end operations to ensure friendly and efficient experiences. Setting best practice procedures and guideline for the team and the Italian market, based on performance measurement (Kpi) analysis.

Managing inbound and outbound communication campaigns.

From 10/2011 to 09/2016 employed at the Ibis Milano Malpensa. A 3 stars hotel, part of the French group Accor, as night manager and booking supervisor.

Remarkably gifted and knowledgeable Hotel Night Manager with huge background in being fully responsible for hotel overnight, ensuring high standards are maintained at all times and company policies and procedures are followed to provide excellent customer service.

Booking administration: receiving, registering and solving the booking requests by phone, e-mail or fax. Contracts and offers negotiation in tight collaboration with the Sales Department; Organizing the monthly reports regarding the hotel occupancy and revenues; Verifying the monthly payment sheets regarding the commissions to agencies, online booking systems and their confirmation to the Accounting Department; Maintaining and improving the professional relations with all the hotel partners and collaborators.

From 01/2011 to 08/2011 internship at Alessandro Rosso Group: mice and travel department.

As internship, my task was to understand how to organize and manage business trips, conferences, meetings for main pharma industries (Novartis, Pfizer, Roche) and learn about the tourist and Mice world.

From 11/2007 to 01/2011, during summer and winter holidays; employed for Federal Express (FedEx) in Malpensa airport as shipping clerk.

Answer phones and give directions to carriers; print out day by day truck schedule; perform inbound and outbound paperwork.

From 10/2006 to 08/2007 employed in a private foundation as social media executive.Achieve a strong, visible social media presence and develop concepts with viral potential.Continuously monitor online public relations and ensure the success of foundation’s campaigns.

From 09/2005 to 06/2006 to Campbell catering ltd.  Here I worked as chef assistant. Living and working in Ireland helped me to improve my English.

EDUCATION

From 10/2007 to 03/2011 at university of Milan, bachelor in history. Subjects studied: ancient history; archival; geography; anthropology; Italian literature; art; creative writing; communication.

Final Dissertation: reference to India in Classical Greece.

From 2000 to 2005 at the high school: aeronautical technical school "SIAI Marchetti."
Main subjects studied: mechanics; air traffic navigation; air traffic international law; meteorology; physics.
Degree obtained: Assistant to air navigation, by vote: 82/100

LANGUAGES

Mother tongue: Italian

English:C1;Spanish: B1;French=B1;Chinese: A1;Portuguese: A1.

COMPUTER SKILLS

Deep knowledge of Microsoft Office suite; email client: Outlook and Thunderbird; social media and social applications management; internet browsing; CRM tools: Zendesk, Five9,Adyen, Ask Nicely.

Working knowledge of marketing tools: Pardot and Mixpanel. Basic knowledge of SAP. Basic knowledge of Amadeus and others main GDS.

European computer driving licence “core” in 2005