Kennis, opleidingen en ervaring:

Opleiding: MBO/ MTS

Stages en werkervaring: Work experiences:
02/1998 - 03/2000: Bt Network control center Amsterdam.
Customer Care for corporate clients(BMW,Shell,Motorola,etc.) for fixed and mobile telephones,broadband internet and IT services.
24 h worldwide network control,maintenance of the fibre-optic infrastructure,breakdowns management,on site supports.
Support of Bt Global service network,routers,servers,service providers,ip domains and fisical connections.
Account management,notifications,service levels and escalations processes.

07/2000 - 12/2004: Hewlett-Packard European Headquarters Amsterdam.
Customer care for for printers and servers(HP Italia).
1st line assistance and re-routing to assigned department.
2nd line technical assistance specialist for Presario laptops(Compaq Italia).
Troubleshooting and incident resolutions.

02/2005 - 02/2008: Cosmed Palermo.
Customer care and technical support for Wind Mobile(Italian mobile provider).1 st line assistance and support(connectivity,troubleshooting,downloading,etc).
Customer care for Italian and English market of Alitalia.Ticketing,cancellation,changes and complaints resolution.

05/2008 - 04/2014 Sitel sa Barcelona.
Team leader of customer care department for Italian market of Iberia.
Ticketing,cancellation,changes and complaints resolution.
Team management,coaching,training,performance reviews.

Opleidingen en cursussen: School level,other courses and languages

1989 Scientific Diploma - Istitute T. Mamiani (Palermo)
Liceum with studies of Mathematics,Geometry,Phisics,Chemistry

1992-1995 University of Palermo
Bachelor's degree in tourism, economic management,
marketing,human resources,
entertainment, architectural and history arts.

1994 Selling agent diploma - House of Commerce (Palermo)
Managing and selling tecniques,tax laws,legal laws and
contracts,commercial laws,
Protection and social security

Overige informatie:

Rijbewijs: A,B

Eigen vervoer: Nee

Persoonlijke eigenschappen: I am a proactive comunicator keen to provide the best service.
I pay lot of attention to details that really makes the difference and give close support to colleagues.
A real team player able to work indipendent.

Ready to face new challenges and deliver results.
Super motivated and performance orientated.

Efficient to identify risk issues and stricly follower of company rules.
Very good negotiating skills.Excellent organizer.

Very good knowledge of Word and Excel.

Hobby's en interesses:

Gewenste contractvorm: Fulltime