Hi, I’m
Federica De Santis
Pozzuoli
Summary
Customer service professional with extensive experience and a strong skill set in oral and written communication, active listening, and analytical problem-solving. Consistently completing tasks with a focus on delivering high-quality results, I am dedicated to enhancing customer experiences through service-oriented behaviors, understanding their needs, and providing customized solutions to foster long-lasting loyalty. Proficient in independent decision-making and sound judgment, I contribute to company success.
Overview
16
years of professional experience
Work History
Sixt Rent a Car
Seniores Rental Sales Agent
02.2018 - Current
Job overview
- Maximized revenue by recommending appropriate rental products and upselling services to customers.
- Collaborated with team members to improve sales strategies and meet monthly targets.
- Navigated computer systems effectively to manage bookings, customer information, and record-keeping tasks.
- Coordinated vehicle availability with other departments to accommodate last-minute requests or reservation changes.
- Increased customer satisfaction by providing excellent service and addressing client needs promptly.
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Delivered exceptional customer care through prompt responses to inquiries via phone calls or emails.
EUROCUOIO
Assistente Commerciale Estero (remote)
04.2013 - 02.2018
Job overview
- Maintained open communication with customers and overseas partners to update all parties on order and shipping changes.
- Contributed to the company''s overall growth by identifying new market opportunities and cultivating relationships with potential overseas partners.
- Maintained positive client relationships through regular communication and excellent customer service.
- Assisted in contract negotiations, resulting in improved terms for both parties involved.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Wrote reports, executive summaries and newsletters.
IKEA (employed by Global Target Srl)
Customer Service Representative (part-time)
12.2013 - 01.2018
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Preziosa Magazine
Personal Assistant to the Managing Director
06.2013 - 11.2013
Job overview
- Screened personal and business calls and directed to appropriate party.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Displayed absolute discretion at handling confidential information.
CREARCI SRL
Credit Collections Representative
06.2010 - 06.2013
Job overview
- Maximized debt recovery by establishing strong relationships with clients and utilizing persuasive negotiation tactics.
- Mitigated losses due to uncollectible debts by promptly identifying potential write-offs and recommending appropriate actions to management.
- Entered client details and notes into system for interdepartmental access and review.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked in call center environment handling manual and automatically dialed outbound calls.
AVIS Rent a Car
Rental Sales Agent
06.2008 - 11.2009
Job overview
- Managed multiple tasks in high-volume environment.
- Managed reservations efficiently, reducing wait times for customers upon arrival at the location.
- Maximized revenue by recommending appropriate rental products and upselling services to customers.
Education
I. U. SUOR ORSOLA BENINCASANaples
Master's Degree from English Language And Literature
07.2008
Skills
- Professional Demeanor
- Interpersonal Communication
- Interpersonal Skills
- Active Listening
- Excellent Communication
- Problem-solving abilities
- Lead Conversion
- Reservations
- Goal-oriented mindset
- Written Communication
Languages
English
Advanced (C1)
French
Intermediate (B1)
German
Beginner (A1)
Interests
Create objects and decorations with paper and fabrics
Forest hiking
Learn more about economic and political statistics
Timeline
Seniores Rental Sales Agent
Sixt Rent a Car
02.2018 - Current
Customer Service Representative (part-time)
IKEA (employed by Global Target Srl)
12.2013 - 01.2018
Personal Assistant to the Managing Director
Preziosa Magazine
06.2013 - 11.2013
Assistente Commerciale Estero (remote)
EUROCUOIO
04.2013 - 02.2018
Credit Collections Representative
CREARCI SRL
06.2010 - 06.2013
Rental Sales Agent
AVIS Rent a Car
06.2008 - 11.2009
I. U. SUOR ORSOLA BENINCASA
Master's Degree from English Language And Literature
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