Turismo, accoglienza, back office, vendita

•	Achieved 34% reduction in financial customer compensation by identifying key trends, improvement opportunities and cost-saving solutions.
•	Improved customer experience by leading ad-hoc projects and collaborating with Commercial Team and Supply Partners.
•	Negotiated win-win solutions to reduce customer contacts and complaints for a total value of £45k worth of cash agreements.
•	Leading role in achieving +4 NPS points in 2019 by negotiating with key stakeholders to improve NPS and customer satisfaction (CSAT).
•	Achieved 3-5 points CSAT increase by visiting partners’ rental locations to understand key customer experience issues. 
•	Produced a new supplier scorecard used across all departments to measure the quality performance.
•	Expanded my network and strengthened business relationships through leading on-site/off-site supplier meetings, attending tradeshows and conferences.
•	Currently enrolled on a 3-year Degree Apprenticeship Programme in B2B Sales.

•	Worked towards achieving high customer service standards by building and nurturing long-lasting business relationships.
•	Attended on-site meetings with commercial partners to discuss and negotiate customer service issues.
•	Resolved legal and media complaints through mediating on key customer service topics.
•	Negotiated changes to terms and conditions and favourable resolutions for both customers and the business.
•	Produced reports to track team performance and outstanding complaints.
•	Review and authorisation of supplier payments up to £1000.

•	Analysis of relevant documentation to establish the validity of damage charges.
•	Finalising insurance claims and authorising insurance refunds up to £1000. 
•	Updating customers regularly on the status of 3rd party insurance claims.
•	Identified trends and issues to confirm the legitimacy of insurance claims and damage charges.

•	Achieved 80% consistency by supervising the handling of outstanding customer relations claims.
•	Resolved over 40 complaints per day from international customers.
•	Settled customer service issues by establishing connections with internal departments and Supply Partners.

•	Sales assistance on specific products. 
•	Phone sales support and direct contacts with operational and logistic departments.

•	Taught Italian as second language to refugees and emigrants.
•	Organisation of content and learning material for each class.
•	Meetings with faculty members to decide on key learning topics.

•	Sponsoring grand openings and selling promotional products.
•	Attending sports, public events and conferences to promote the launch of new initiatives.

•	Student and professor bureaucratic support.
•	Assisting students with enquiries and other issues.

•	Customer enquiries and front desk.
•	Translations Italian-Portuguese and Portuguese-Italian published on www.ipsar.org.

Sales planning
Solution development
Commercial acumen
Post-sales delivery
Consultative selling
Negotiating and closing
Psychology of sales

Linguistic studies
German, Portuguese and English languages