Download PDF

Work experience

Jun 2015Present

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 2015Jun 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 2014Jun 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 2014Apr 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 2013Oct 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 2012Apr 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 2010Nov 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 2008Oct 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

Oct 2005Jun 2007

Graphic designer, Web designer and HTML programmer

School of Grafics art, Comix
Sep 1995Jun 2000

Litterary and languages High School, 1995 - 2000

Institute Don Bosque

Languages:

Informatic Skills:

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