Angelica D. - Training Specialist

Cori, Italy

Experience

Aug 2022 - Dec 2025

3 years 5 months

Portugal

Mediation trainee for new customer service employees and supporting experienced employees to improve their performance
Create educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated
Provide training to new and additional locations
Provide feedback to managers on the performance of staff members

Oct 2021 - Jul 2022

10 months

Portugal

Address questions or issues raised by company clients through the online form, email and chat
Redirect specific requests that cannot be resolved by the agent to the corresponding area and proceed with their follow-up
Manage and resolve incidents
Follow up and resolve the cases assigned
Provide information regarding purchasing procedures, orders' tracking, and deliveries
Closely cooperate with the other support level teams to ensure an excellent customer experience along the support chain
Back-up for the customer care specialist in the second level support team
Perform or assist with any departmental operations, as required to maintain workflow and meet customer service requirements
Assist on specific projects and topics

Mar 2021 - May 2021

3 months

Nov 2017 - Nov 2018

1 year 1 month

Italy

Tutor children after school
Organize sport, recreational and expressive activities and multimedia laboratory
Give information and support service for the knowledge of local services and their use
Secretarial activities
Collection and analyses of data, preparation of projects and modules using computer programs like Excel and Word
Archiving and organization of application modules

Jul 2013 - Aug 2019

6 years 2 months

Italy

Linguistic mediation between international performance groups (including from Europe, Latin America and Asia) and the festival events team
Manage ad hoc requests from the performance groups in a culturally sensitive manner