Summary
Overview
Work History
Education
Skills
LINGUE
Timeline
Generic

Sabrina Melas

Cagliari

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

9
9
years of professional experience

Work History

Program & Project Mgmt Analyst

Accenture
10.2021 - Current
  • Provided exceptional technical support, leading to commendation from company's senior management.
  • Improved decision-making processes, providing senior management with detailed analysis and actionable insights.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Used ticketing systems to manage and process support actions and requests.
  • Periodic drafting and analysis of reports concerning the number of tickets in the project areas and calculation of SLA indicators that will be delivered to the client.
  • Periodic invoice processing.

Customer Service

Concentrix
06.2020 - 08.2020
  • Provided exceptional customer service, addressing concerns and explaining repair processes, by phone, chat and email.
  • Training online and remote working
  • Increased customer service success rates by quickly resolving issues.

Case Owner

Nationwide Building Society
12.2017 - 02.2020
  • Complete different tasks using six different programs to finalize applications for mortgages.
  • Verify customer and legal information by entering and editing data where necessary.
  • Communication with brokers, lawyers and clients by phone, email and fax.
  • Maintain a high level of productivity and quality in order to reach the targets daily.
  • Quality check of the work of colleagues from the same team.
  • Translation into Italian of documents and certifications requested by members of other teams Marriage certificates, identity documents,
    etc.

Customer Service

Conduent - Google
08.2016 - 11.2017
  • Provide customer support via phone, email and chat for Android apps and Google devices.
  • Ensure a good customer service system, understand the problem exposed and report information in the system.
  • Become an expert using internal systems and keeping up to date on all new information
    Identify and report to specialists new problems detected or reported by clients.
  • Coaching of new colleagues and assistance from the first phone calls.
  • Translation and review of automated responses to speed up and improve the problem-solving process.

Education

Degree - Lingue e Letterature Straniere

Università Degli Studi Di Cagliari
Cagliari
03.2013

High School Diploma -

Liceo Classico E.Piga
Villacidro
01.2006

Skills

  • Customer service
  • SAP
  • Data entry
  • Problem-solving
  • Jira
  • Microsoft
  • Documentation and reporting
  • Attention to detail
  • Mentoring
  • Analytical and critical thinking
  • Team-work and collaboration

LINGUE

Italian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
French
Intermediate (B1)

Timeline

Program & Project Mgmt Analyst

Accenture
10.2021 - Current

Customer Service

Concentrix
06.2020 - 08.2020

Case Owner

Nationwide Building Society
12.2017 - 02.2020

Customer Service

Conduent - Google
08.2016 - 11.2017

Degree - Lingue e Letterature Straniere

Università Degli Studi Di Cagliari

High School Diploma -

Liceo Classico E.Piga

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Sabrina Melas