Silvia Sordini

In my role as a Customer Care Associate, I had the privilege of working directly for Google Italia as the client through my employer, Conduent. This meant that I was responsible for providing customer support services specifically tailored to the users and customers of Google in Italy.

In details I have been trained for:

1. Customer Service Excellence: Demonstrated commitment to delivering exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.

2. Technical Proficiency: Utilized advanced technical skills to navigate Google's products and services, providing in-depth assistance and troubleshooting for users.

3. Multichannel Support: Managed customer interactions across various channels, including email, chat, and phone, ensuring consistent and high-quality support.

4. Product Knowledge: Developed a deep understanding of Google's suite of products and services to effectively communicate features, benefits, and solutions to customers.

5. Problem Resolution: Proven ability to analyze complex issues, identify root causes, and implement effective solutions, resulting in increased customer problem resolution rates.

6. Collaborative Approach: Collaborated with cross-functional teams, including product development and technical support, to address customer needs and contribute to continuous improvement.

7. Quality Assurance: Ensured compliance with Google's service standards by conducting quality assurance checks on customer interactions, maintaining a high level of accuracy and professionalism.

8. Continuous Learning: Actively engaged in ongoing training and professional development to stay current with Google's evolving products and industry trends, enhancing overall knowledge and skills.

9. Data Analysis: Utilized data-driven insights to identify trends, patterns, and opportunities for improving customer support processes and enhancing overall customer experience.

10. Effective Communication: Developed strong communication skills to convey complex technical information in a clear and understandable manner, fostering positive customer interactions.

• The course of 160 hours about recruitment, right to work, health and safety in the work place.
• Handled end-to-end recruitment processes, ensuring smooth and swift transactions from initial advert to job offer.
• Managed full recruitment process through outreach, interviewing, and onboarding.
• Created engaging adverts for various vacancies using job portals such as Indeed, Google Jobs, and LinkedIn. IT literacy skills, Data Entry, Security, and Privacy.

• Perform payroll functions, such as maintaining time-keeping information and processing and submitting the payroll.
• Use computers for various applications, such as database management or word processing.
• Administrating all processes, fixing problems, time management.
• Develop project-specific data-management plans that address areas such as data coding, reporting, project management, database locks, and workflow processes.

• Organize workflow and ensure that employees understand their duties or delegated tasks.
• Receive complaints and resolve problems.
• Decide on reward and promotion based on performance.
• Hire and train new employees.
• Discuss with the head chef about GP and work on it, after one year we were able to improve it by 40%.
• HCCP Control measure which we got 5 stars.

• Planned, organized, and monitored resources to ensure efficient use of labour, equipment and materials.
• Provided personalized, knowledgeable services to drive customer satisfaction, increasing account retention against targets.
• Assisted management teams with balancing and reconciling daily transactions, for accurate financial records.
• Coordinated strategic project workflows to enable smooth, timely task delivery and completion.