Maria Francesca Riccio
Rome
Summary
Knowledgeable and dedicated customer service professional with extensive experience in international companies. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Expertise fields:
Customer Service Senior level, Front Office/Back Office, Foreign Exchange operations, Money Transfer operations, iOS and MacOS systems, Office 365, iWork apps, Customer and KPI oriented, Problem Solving, Specialistic Software Technical Support, Communications adjustment skills.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Concerto SRL
04.2022 - 12.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls and mails with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Senior Customer Service Representative
IN & Out SPA, Teleperformance Italia
07.2015 - 03.2022
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions on Apple devices
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Italian and English phone support
Foreign Exchange Teller
American Express, International Airport Leonardo Da Vinci
05.2012 - 05.2015
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Processed money transfer transaction (Western Union)
Foreign Exchange Teller
Travelex LTD, International Airport Leonardo Da Vinci
09.2007 - 05.2012
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed money transfer transaction (Western Union)
Customer Service Representative
Vodafone Italia
01.2007 - 04.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
Sales Promoter
Città della Scienza
11.2006 - 01.2007
- Identified interest in customers by explaining products and services and initiating conversations.
- Recommended specific product options to meet customer needs.
Museum Guide
Città della Scienza
01.1997 - 01.2005
- Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
- Built personal relationships with guests to promote positive experiences.
Education
High School - Technical And Scientific Communication
Liceo Scientifico “A. Nobel “
Torre Del Greco, Naples Skills
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Call Documentation
- Customer Retention Strategies
- Customer Service and Assistance
- Report Creation
- Query Escalation
- Call Volume and Quality Metrics
Languages
English
Advanced (C1)
Spanish
Elementary (A2)
A2
Italian
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Concerto SRL
04.2022 - 12.2024
Senior Customer Service Representative
IN & Out SPA, Teleperformance Italia
07.2015 - 03.2022
Foreign Exchange Teller
American Express, International Airport Leonardo Da Vinci
05.2012 - 05.2015
Foreign Exchange Teller
Travelex LTD, International Airport Leonardo Da Vinci
09.2007 - 05.2012
Customer Service Representative
Vodafone Italia
01.2007 - 04.2007
Sales Promoter
Città della Scienza
11.2006 - 01.2007
Museum Guide
Città della Scienza
01.1997 - 01.2005
High School - Technical And Scientific Communication
Liceo Scientifico “A. Nobel “
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