Alberto Celio Email & Phone Number

Barcelona, Ct, Es

Barcellona, Catalogna, Spagna

• Performance Evaluation: Conducted in-depth analysis of agent-customer interactions to evaluate service quality, ensuring alignment with specific performance standards and organizational expectations. Leveraged insights from evaluations to identify improvement opportunities, enhancing overall service delivery.• Feedback and Reporting: Delivered comprehensive, actionable feedback to agents, highlighting strengths and areas for improvement to foster individual and team growth. Compiled and presented periodic reports on performance trends, providing valuable insights to management to inform strategic decisions.• Training and Coaching: Partnered with cross-functional teams to design and deliver targeted training sessions, equipping agents with skills to meet and exceed quality standards. Provided one-on-one coaching to team members, fostering continuous improvement and promoting a customer-centric approach.• Development of Quality Standards: Played a key role in creating and refining quality criteria to ensure customer interactions adhered to company policies and industry best practices. Conducted regular reviews of standards to maintain alignment with evolving customer needs and business objectives.

Barcellona, Catalogna, Spagna

• Resolving customer queries effectively and efficiently.• Delivering a high-quality service, personalizing communications to fit brand values and the requiredbrand tone of voice• First-contact resolution attitude.

Napoli, Italia

Delivering excellent customer service through accurate and fast processing of booking ordersReceiving orders via phone, e-mail, and fax, entering them into the system, sending reservationConfirmation backCoordinating passengers shipmentsChecking financial reportsManaging overbooking and trip cancellation issue

Napoli, Italia

• Conducted in-depth research and analysis on economic policies and key issues, delivering actionable insights.• Collected, organized, and interpreted complex economic datasets to support data-driven decision-making.• Collaborated with cross-functional teams to plan and execute economic-focused meetings and events.

Valencia, Spagna

• Created detailed legal and financial reports for port authorities, providing key insights for strategic decisions.• Conducted comprehensive comparative analyses to identify trends and opportunities.• Performed market research to evaluate and forecast industry dynamics.

Napoli

Answering and making calls to clients to learn about and address their needs, complaints, or other issues with products or services.Responding efficiently and accurately to callers and providing explaining and solutionsEngaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.Building new business relationship through new customer data collectionUtilizing software, databases, scripts, and tools appropriately

Ph.D In Governance Management And Economics, Secs-P07

Master’S Degree In Economy, Management And Administration, 110/110

Bachelor'S Degree In Accounting, 104/110