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Floriana Micieli

  • L-Imsida - Malta
  • +356 99117147

Work History

Apr 2015Present

Customer Care Inbound Operator for Enel Energia

Comdata group

Customer care inbound for Enel, multi-national power company and a leading integrated player in the world’s power and gas markets. As operator I've the task to give daily support to our customers with informations, technical support and management their contracts.

Nov 2011Apr 2015

Team Leader for Vodafone Outbound

Infocontact s.r.l.

Team leader of the team located in Rende(CS) Italy focused in the activation of new home ADSL contract and mobile promotions for private customers. I've done activities of:

  • Coordinator of a selling team
  • Trainer for the employees, in the classroom and on the job
  • Flows and selling practices optimizier thanks to the session training done inside the head quarter of Vodafone Italy
  • Activities analyzer for prioritize the tasks to do
  • Daily collaboration with Business people like Key Account Vodafone
  • Human resources management


Sep 2006May 2014

Political Science and International Relationship

UNICAL -Università della Calabria
Sep 2001Jun 2006

A levels License

Liceo Scorza (CS) Italy


Personal Skill

Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognise achievement and deal with performance issues.

Personal Skill

Maintain effective relationships with service colleagues, key stakeholders, contractors, hard to reach groups, the wider community and other organisations to ensure the effective delivery of customer services.

Personal Skill

Managing resources to meet workload requirements

Personal Skill

Manage the team to ensure KPI’s met and maintained

Personal Skill

Reporting to senior level management

Personal Skill

Financial responsibilities

Personal Skill

Handling complaints (from both staff and customers)

Personal Skill

Completing paperwork

Personal Skill

Helping with training and development


CRM (CCRM, GEOCall, StartView)


Microsoft Office