Skills
Professional communication skills – Confident handling inbound calls and emails with clarity and empathy.
• High-volume call management – Experienced in fast-paced contact centre environments.
• Customer service excellence – Strong focus on Customer Satisfaction (CSAT) and First Call Resolution (FCR).
• Appointment and enquiry handling – Skilled in managing queries efficiently and accurately.
• CRM and system proficiency – Comfortable using multiple systems simultaneously while maintaining accurate records.
• Confidentiality & data protection – Experienced in handling sensitive information in line with GDPR standards.
• Problem-solving skills – Able to manage complaints and challenging conversations calmly and professionally.
• Multilingual communication – Fluent in English and Italian, with additional language skills to support diverse clients.
• Time management & organisation – Able to prioritise tasks and meet KPIs and SLAs consistently.
About
I am a dedicated and reliable customer service professional with over 13 years of experience in fast-paced contact centre environments. I am confident handling high volumes of calls and enquiries while maintaining professionalism, empathy, and strong attention to detail.
I pride myself on my ability to communicate clearly, build rapport quickly, and resolve issues efficiently. I am target-driven, organised, and comfortable working with multiple systems while ensuring accuracy and confidentiality.
As a multilingual professional fluent in English and Italian, I adapt easily to diverse clients and environments. I am motivated, positive, and committed to delivering high standards of service in every role I undertake.
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