Translator, hotel receptionist, team leader

Team Leader at Teleperformance Portugal, leading the Italian Team of an overall of 10 reservation specialists of one of the biggest Hotel Group worldwide. Developing agents daily by monitoring, coaching, root cause analysis, setting SMART Goals and action plans. Reporting Market trends on a weekly and monthly basis. Recruitment of the team. Use of Adobe connect. I am working both work from office and work from home. Considering my yearly results, my Team is on target with 83% of the KPIs (5 out of 6). The Quality of the calls handled is 92,82% (target 85%). The purged absenteeism of the team is 1.3% (target is 3%).

Reservation specialist at Teleperformance Portugal working as multilingual sales specialist (English and Italian) and as group reservations specialist of one of the biggest Hotel Group worldwide. In 10 months, I generated the highest revenue in my team. My daily tasks were: understand the customers’ needs in order to provide them with the perfect solution for their stay; process reservations for other departments (in-house reservation offices at the hotels); subscribe new customers to the company's Rewards Club and assure that their reservations were always linked to their membership, in order for them to access all the possible advantages; forward the customers to the right departments when needed; assisting and shadowing new colleagues; translating email from and into Italian and English for other departments. 

Gaming support specialist at Teleperformance Portugal, assisting gamers of an important mobile gaming company based in Helsinki.  

While completing my University studies, I worked as cashier and promoter at Carrefour (Via del Terziario, 2 /6, 36016 Thiene VI, Italy). 

Faculty of interpreting and translation where I specialised in international and diplomatic organisations studies. The university's teaching programme consists in training the practical skills of future interpreters and translators so they can be prepared for any kind of linguistic mediation and translation and, for what concerns my specific field of specialisation, for working in an international environment. Deep study of interpreting techniques (consecutive, simultaneous, dialogical and at sight translation) and translation techniques (active and passive translation). International law basic studies.

Accountant with basic knowledges of computer programming and deep knowledges of the most common office programmes such as Outlook, Office, Excel, Power Point and the majority of the most common online e-mail providers.