Ilaria Pacelli

• Improved customer satisfaction by addressing and resolving complex issues in a timely manner.

• Analyzed performance data to identify trends and areas of opportunity for both individual agents and overall team improvement.

• Developed customized success plans for clients based on their unique needs, goals, and challenges.

• Boosted company reputation by consistently delivering high-quality services that exceeded client expectations.

• Book and run 1-on-1 onboarding calls with new EF EnglishLive students.

• Build strong coaching relationships with new customers to ensure they are striving for the right goals.

• Proactively help to build students' learning habits.

• Communicate on a regular basis with EF English Live students via our omnichannel solutions (video calls, audio calls, chat, emails, etc) to ensure they are progressing and having a great experience with EF English Live.

• Be the customer facing embodiment of our EF EnglishLive brand promise to help students "Learn English. Finally."

• Be our students' point of contact should they require support via our omnichannel solutions.

• Colleague support and training.

• Ensure that the customer delivers on his payment schedule

• Recovery of unpaid debts.

• Find solutions with students o proactively avoid cancellations.

Investigate and escalate potential technical or teachers related issues to our central teams and liaise with them for resolution.

• Be the customers' best advocate.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Resolved problems, improved operations and provided exceptional service.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

• Total management of the store that included three sections shop: - self-washing pet service section - animal store - canine and feline grooming service
• Administrator of VAT billing & tickets - dealing with the suppliers - day-to-day complete management of the agenda and the store.
• Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
• Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
• Conducted target market research to discover customer needs and analyze competitor trends.
• Prepared bank deposits and handled business sales, returns and transaction reports.

• Development of customer problems by phone, mail
• Remote car park management in Italy Spain & UK
• Accounting management, reimbursement, invoices.
• Provided primary customer support to internal and external customers.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Updated account information to maintain customer records.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Handled customer inquiries and suggestions courteously and professionally.
• Complied with company policies and procedures by encouraging positive and effective work environment among employees.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.

• Responsible for day-to-day administration
• Responsible for entering invoices, applying payments and printing checks
• Help Accounting department in the governance of documents
• Sales Team Support
• Ensure effectively organized meetings, office events and outings
• Planning and taking minutes of Board meetings
• Business travel planning
• Maintenance office supplies
• Credits collection with negotiation of repayment plans
• Evaluated employee records and productivity and submitted evaluation reports.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Developed and maintained successful relationships with vendors, suppliers and contractors.
• Defined clear targets and objectives and communicated to other team members.
• Maintained computer and physical filing systems.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

• Make reservations for top restaurants located all around the world
• Ability to maintain the highest level of professionalism with the most difficult client
• Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
• Resolved concerns with products or services to help with retention and drive sales.
• Maintained and managed customer files and databases.
• Created customer support strategies to increase customer retention.
• Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.