Sofia Grassetti
Summary
Dynamic and empathetic client relations specialist with extensive expertise in account management and CRM software. Proven ability to lead cross-functional collaboration and multidisciplinary teamwork, enhancing team performance through excellent interpersonal and coaching skills. Adept at analysing metrics to drive strategic decisions, with a strong foundation in human resource management systems. Committed to fostering a collaborative environment that supports professional growth and development.
Driven individual with knack for communication and problem-solving, making perfect fit for Representative role within fast paced environment. Brings valuable transferable skills in customer service and relationship building, combined with excellent interpersonal abilities. Poised to foster positive client interactions and contribute to company growth.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
17
17
years of professional experience
Work history
Customer care and service representative
Foundever-Airbnb
Milan, Italy
02.2025 - Current
- Supporting Airbnb user platform, handling inquiries from hosts and guests, and Superhosts via various communication channels. Managing incoming and outgoing calls, chat messages, and email correspondence to address user questions and concerns. Strong communication skills at all level and the ability to adapt to various user preferences, also remote assistance through screen sharing.
- Helping user with reservation queries, booking alteration, cancellation policy and terms, reviews disputes, payments, refund, trip and technical issues, overbookings, rebookings. Investigate through account activities and settings, booking snapshot code to identify potential bugs and system error. Invest
- Mediate to improve the communication and relationships between parties to avoid or resolve ongoing disputes to preserve bookings and plans when it's possible. Acknowledge their perspectives and needs. Explore potential solution. Be ready to rebook guest when high severity issues arise and rebooking is inevitable
- Delivering exceptional customer service by proactively listening to concerns and answering questions. Educate the user on the settings, features and options available on the platform to enhance user experiences and improve results. Anticipating needs and action, provide them with guidelines and training to use the services efficiently for future references as well.
Hotel receptionist
Hotel Oasi S. Francesco
Rome, Italy
07.2024 - 02.2025
- Greeting and welcoming guest, visitors, and support them with their request, answering emails, calls and request to book online.
- Performing check in and smooth check out, updating finance and payroll records with strong accounting knowledge ( issuing invoices and receipt and city tax form for tourist tax exception).
- Recording guest ID to register guests' details with the local authorities as per country law requirements
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Recommended hotel services to upsell dining, bar and spa experiences.
- Provided local attraction and event information for enhanced hotel stays.
- Created newsletters, brochures and social media posts to promote hotel services.
- Managing calendars to prevent overbooking, also setting up discounts, price, offers and customize discounts on the relevant vacation rentals platform. Doing research Managing listing details and pictures to make listing up to date, competitive and stand out.
- Being a POC for guest and visitors during their stays, providing them with full instructions to use amenities and facilities to improve guest experience.
- Supporting breakfast team to improve and speed up service, setting up buffet tables, serving food and drinks, and clearing tables. ( preparing basic breakfast meal and drinks, coffee, latte, cappuccino, tea ).
Talent acquisition assistant manager
Improva SRL
Rome, Italy
01.2024 - 06.2024
- Managed all aspects of employee life cycle process, including on and off boarding.
- Managed and updated recruitment ATS and CMS software.
- Conducted headhunting by identifying and approaching professionals on LinkedIn and main Job Boards to fill vacant positions for clients and third parties companies.
- Conducted interviews to screen potential candidates suitable for job.
- Executed procedures to improve candidate experience and maintain employee retention.
- Administered background checks to manage applications.
- Hired and trained new employees to align with vision, goals and objectives of organisation.
- Wrote employee handbook to provide guidance and orientation to staff on shared OneDrive folders
Italian Inbound Sales MO
National Pen
Dublin, Dundalk, Ireland
08.2023 - 12.2023
- Handling high volume of Inbound call
- Selling products using solid arguments to prospective customers
- Convert Prospect customer into customer
- Upselling - Cross selling
- Maintaining positive business relationships to ensure future sales
- Processing customer orders and providing expert advice on the company’s extensive products
- Resolving customer queries and issues, problem solving and negotiating, in a timely manner over the phone or via email
- Proactive selling for seasonal product to ensure prompt and faster delivery
- Managing orders and payments using different tools and CRM-Oracle and other data base. Cash application system. GDPRs.
- Input and track orders, returns, pick-ups and advise customer of updates to ensure customer satisfaction is achieved
Recruiter specialist Admission Advisor
Rome Business School
Roma
12.2022 - 03.2023
- Provided comprehensive information to prospective students, aiding in their decision-making process.
- Responded timely to application queries, enhancing customer satisfaction. Daily communication with students from all over the world
- Trying to understand each student's needs and personal/professional goals in order to suggest them the best path possible
- Screening CV's and students profiles for scholarships opportunities
- Managing International application student Schengen- Non Schengen area, supporting them through the VISA application process.
Customer Support Advisor-Health Team
Apple
Cork, IRL
09.2021 - 02.2022
- Assisted customers with queries and issues for iOs, iPados, Health and iCloud product.
- Resolved customer queries over the phone and by email for health apple app and software and devices, Apple watch (ECG, Body pressure, heart rate). Identify whether misfunctions of devices or health problem. Guide and instruct customer to follow different path to solve health issues problem in case devices were functioning great.
- Supported customers experiencing technical difficulties by quickly identifying issues, troubleshooting,qualifying customer expectations and conducting troubleshooting to achieve timely first-time resolution.
- Actioned and resolved assigned customer queries within target timeframes.
- Upheld privacy and security requirements established by national legislation for health private data. Performed high control managing personal data. Applied all the GDPR policy hadling private health data.
- Handled high-volume telephone calls to address and resolve any customer queries, updating customer profile and accounts on Software as Core and iCloud
Quality Assurance specialist
TELUS International
Dublino, IRL
06.2020 - 09.2021
- Support Deal Desk Team on Salesforce to maintain an excellent and accurate accounts records. Carried out audit and investigations on business’s financial records to verify they are populated with accuracy on CRM Salesforce and Oracle for sales
- Ensure Sales Reps follow guidelines and sales policies while moving opportunities through the sales lifecycle.
- Managing Ticket Queue Status to meet the daily target.
- Design training and updating resources, doc. presentation and guidelines available for the team as well as for new joiner
- Peer review by EOD to ensure audit were delivered correctly and details were accurately checked.
Account Receivables Specialist OTC
Mongo DB
Dublin,IRL
07.2019 - 12.2019
- OTC: order management for all orders received and processed accurately and promptly upon receipt. Order to cash to make ensure any orders were get paid
- Negotiated and prepared contracts, order forms supporting Deal Desk team. Provide customer documents an certificate from company to initiate start
- Recommended alternative options for payment terms to accommodate client needs.
- Follow up for payment to ensure payments before FY ends, application of all payments using software as Citibank, Oracle and Core.
Senior Credit & Collection- Recruiter-Trainer
Accenture - Linkedin
Dublino, IRL
08.2017 - 07.2019
- Manage large portfolio of different line of business account as Small business, Enterprise and strategic on italian, suiss, dutch market. Contacting debtors by phone or email and sending reminders to get paid overdue invoices.
- Investigate through CRM as Salseforce and Oracle customer debts history to understand discrepancies, disputes and issues and working around reconciliation and solution.
- Prompt and timely Issuing customer documents for their references to prevent aging and outstanding payment mostly to reconcile accounts, such as Statement of Account, Users services and data observing all the data regulation for the privacy and compliance. (GDPR)
- Point of contact for CashApp application : Process Worldwide cheques payment.
- Partnered with relationship manager and managers within different team to implement strategy and plans to get paid invoices earlier. Formulated payment plan for strategic accounts.
- Team and company event. Working with the Corporate Project Management to organize and create company event during the year but also responsible for the team event, from leaving party to birthday party and quarter end celebration.
- Support TL over the recruitment life-cycle for the team growing. Sourcing and attracting international top-talent, job posting through relevant professional social media platform, interview candidates seeking and acquiring right-fit candidates to increase employees retention rates.
- Managing all the on boarding process for new joiners. Responsible for Training and shift shadowing schedule integration for the first month of each new starters. Ensure high-quality learning experiences that meet the needs of the business. Create learning objectives to appropriately match the identified training needs, and design content that meets those goals.
Internship Social Worker
Welfare and social worker government department
Santa Marinella, IT
03.2014 - 04.2015
- Interviewed patients and patients' relatives to compile detailed social and psychiatric information.
- Collaborated with multidisciplinary team of mental health case managers and disability workers.
- Set up family meetings with guidance from physicians.
- Supported vulnerable populations with mental health diagnoses, providing education on medications and treatments.
- Conducted mental health assessments for children, adolescents and adults receiving child welfare and prevention services.
- Maintained thorough case history records and wrote detailed reports outlining observations, diagnoses and treatment plans.
Manager, co-owner
Grocery and wine shop
Cerveteri, Rome, IT
01.2009 - 12.2014
- Supervised and assisted shop assistant with rostering duties to build hardworking, diligent teams for each shift.
- Recruited motivated, personable staff to deliver outstanding customer care.
- Merchandised displays to showcase new and popular items.
- Labelled goods clearly and accurately in line with Trading Standards laws.
- Created price and credit policies to balance risk profiles with profit targets.
- Reduced waste by offering special prices on goods nearing expiry dates.
Assistant crew controller
Civitaescort srl
Civitavecchia, Italy
04.2010 - 10.2014
- Performed boarding gate duties in line with cruise schedule.
- Tagged luggage and routed to appropriate location for loading and screening.
- Checked-in luggage and confirmed carry-on items met security requirements.
- Oversaw ticketing, gate and ramp services.
- Directed passengers through immigration, passport control and baggage hall to claim luggage.
Education
Adecco course certificate - Human Resources
HR Admisnistration-Pay Roll
Turin-Italy 02.2024 - 04.2024
Linkedin Learning-Certificate - Recruiter
Diversity Recruiting
02.2024 - 02.2024
Linkedin Learning- Certificate -
Hiring and Developing Your Future Workforce
02.2024 - 04.2024
Diploma People Management - HR, Recruiter
ICS Learn
online2021
M.D. - Sociologia e Servizio Sociale
Roma Tre University
Roma2016
Skills
- Training programmes
- Cross-functional collaboration
- Account management
- CRM software knowledge
- Client relations specialist
- Empathetic
- Team player
- Multidisciplinary teamwork
- Team management
- Excellent interpersonal and coaching skills
- Analysing metrics
- Human resource management systems
Accomplishments
June 2018 - Employee of the mont- Accenture for Linkedin Emea-Credit Collection Department
October 2018- Extra Mile Award 2018 at Accenture for Linkedin Emea-Credit Collection Department
January 2019 Nominated by the team Employee of the Month
December 2020 – All Stars 2020 Operation: Above and Beyond for outstanding operational performance during 2020 partnering with LinkedIn
May 2021 - Above and Beyond for outstanding operational performance partnering with LinkedIn
November 2023 - Sales of the season - 3rd best seller in National pens for the 2023 high season
Languages
Italiano
Native language
English
Proficient (C2)
French
Elementary (A2)
Spanish
Elementary
Timeline
Customer care and service representative
Foundever-Airbnb
02.2025 - Current
Hotel receptionist
Hotel Oasi S. Francesco
07.2024 - 02.2025
Adecco course certificate - Human Resources
HR Admisnistration-Pay Roll
02.2024 - 04.2024
Linkedin Learning-Certificate - Recruiter
Diversity Recruiting
02.2024 - 02.2024
Linkedin Learning- Certificate -
Hiring and Developing Your Future Workforce
02.2024 - 04.2024
Talent acquisition assistant manager
Improva SRL
01.2024 - 06.2024
Italian Inbound Sales MO
National Pen
08.2023 - 12.2023
Recruiter specialist Admission Advisor
Rome Business School
12.2022 - 03.2023
Customer Support Advisor-Health Team
Apple
09.2021 - 02.2022
Quality Assurance specialist
TELUS International
06.2020 - 09.2021
Account Receivables Specialist OTC
Mongo DB
07.2019 - 12.2019
Senior Credit & Collection- Recruiter-Trainer
Accenture - Linkedin
08.2017 - 07.2019
Internship Social Worker
Welfare and social worker government department
03.2014 - 04.2015
Assistant crew controller
Civitaescort srl
04.2010 - 10.2014
Manager, co-owner
Grocery and wine shop
01.2009 - 12.2014
Diploma People Management - HR, Recruiter
ICS Learn
M.D. - Sociologia e Servizio Sociale
Roma Tre University
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