Quality analyst

Inbound Customer Service Reperesentative and Social Media Operator. Main tasks:
- answering incoming calls/chats about: billing and technical issues; general information;
troubleshooting;
- Translation of internal technical articles for internal use, from English into Italian;
- Social Media Agent: management of the enterprise's Italian and, when necessary, Spanish twitter
accounts;
- Trainer for newly appointed social media and chat agents for foreign markets;
- Meetings with managers for technical and content updates and for quality and satisfaction analysis.

Translation of software user guide, about 60.000 words.
Translation of turbine repair procedure, about 20.000 words.

Chairman of the Association; main tasks:
- class organization;
- customer service (enterprises, schools and private users);
- problem solving;
- bookkeeping;
- staff management;
- front and back office activities;
- marketing;
-Cambridge English Language Assessment invigilator and supervisor.

Main duties:
- analyse and improve the compliance to quality frameworks of phone calls, emails and chats.
- weekly and monthly meetings with the Client and Management to study and put into place strategies
and solutions to improve overall performance, i.e. side by side with agents, feedback sessions,
training improvement, among others.

Translation of online material, from the graphic user interface of a website to marketing texts. Specific
linguistic and technical skills acquired, such as the usage of dedicated softwares like Trados and
POedit.

International Law, Human Rights, Political Economy, Macroeconomics, International Cooperation

Political, Social, and Economic Theories; History of the Modern and Contemporary Political
Philosophy.