Work History

Work History
Jun 2015 - Present

Team Leader in Airbnb Project

CPM International
  • Accountable for managing and meeting the metrics of their team: NPS, Productivity, QA, as well as adherence to company policies and schedules
  • Performance management: own the team and individual performance targets; drive for results; celebrate team and individual successes
  • Let Specialists know where they stand with clear, timely and direct performance feedback
  • Take quick but fair action on underperformance
  • Collaborate and network with peers to help drive performance goals, employee engagement and leverage strengths among the group
  • Utilize CX resources, such as QA, Reporting and Training to develop Specialists and support team objectives
Mar 2015 - Jun 2015

Senior Agent in Airbnb's Project

CPM International
  • Provide friendly and efficient service to the worldwide Airbnb community.
  • Be a first point of contact to support our agents.
  • Respond professionally escalations and research information and troubleshoot problems using available resources.
  • Monitor and control numerous concurrent tasks in tandem.
  • Proactively and independently work to meet targets and goals.
  • Support the management of the performance, motivation and attendance of our agents, including stepping up to cover for Leads.
  • Delivering feedback and coaching when appropriate.
May 2014 - Jun 2015

Case Manager and Customer Service Airbnb Project

CPM International
  • Customer service in Managing sensitive cases inTrip Experience Team at Airbnb project.
  • Mediation between Hosts and Guests
  • Dealing with refunds, cancellation and rebooking assistance

Feb 2014 - Apr 2014

Customer service at Hewlett Packard Project

CPM International
  • B2B contact with HP clients in Italy to confirm the data base
  • Taking appointments with Vendors department to upgrade Clients products
  • Cleaning the data base from possible old contacts and in case perform a Survey to find out the reason the client was not satisfied
Mar 2013 - Oct 2013

Head receptionist  at  Résidence de Vacances "U Nebbiu"

U nebbiu Residence vacance
  • To supervise the professional greeting of clients and visitors, to the highest standards.
  •  To manage room reservations ensuring that the bookings team are processing all inquiries accurately.
  •  Recruitment, induction and training of receptionists
  •  On-going development of skills and knowledge for the  team.
  •  Produce, manage and operate the reception rota, checking future planned absences, planning cover and ensuring overtime is provided when necessary
  • Monitor budget and produce weekly/monthly reporting where applicable
Dec 2012 - Apr 2013

Second Chef at   Restaurant" Tonka"

Tonka
  • Maximizing the productivity of the kitchen staff
  • Managing the sous chef and chef de partie, whom are directly below them in the chef’s chain of command. 
  • Maintaining safety standards in the workplace 
  • Modify and create new menus as needed
  • Ordering supplies and reporting to the head of the establishment.

Feb 2010 - Nov 2012

Head Recepcionist at   HelloBCN hostel

HelloBCN hostel
  • To supervise the professional greeting of clients and visitors, to the highest standards.
  •  To manage room reservations ensuring that the bookings team are processing all inquiries accurately.
  •  Recruitment, induction and training of receptionists
  •  On-going development of skills and knowledge for the  team.
  •  Produce, manage and operate the reception rota, checking future planned absences, planning cover and ensuring overtime is provided when necessary
  • Monitor budget and produce weekly/monthly reporting where applicable
Apr 2008 - Oct 2008

Head center of Phone&GO tour operator in Fuerteventura

Phone&GO S.P.A.
  • Visiting resorts to ascertain accommodation quality and suitability
  • Liaising with coach operators, airlines, hoteliers and resort reps
  • Confirming customer names with airlines/hotels
  • Collecting, evaluating and responding (as appropriate) to customer feedback
  • providing pricing information and assistance to the Guest in place
  • handling bookings, invoicing and issuing of tickets
  • Dealing with possible Flights overbooking and eventually protect guests

Education

Education
Oct 2005 - Jun 2007

Graphic designer, Web designer and HTML programmer

School of Grafics art, Comix
Sep 1995 - Jun 2000

Litterary and languages High School, 1995 - 2000

Institute Don Bosque

Languages:

Informatic Skills:

  • Windows
  • Mac OS
  • PhotoshopAdobe
  • Freehand
  • Dreamweaver
  • Flash
  • Microsoft Office