Gestione delle richieste da parte dei top Client quali gruppi bancari, società assicurative ed operatorinel settore della telefonia e utilitiesPrincipali attività e responsabilità:· Gestione dei clienti top dell’azienda· Creazione e gestione anagrafiche clienti· Gestione casi all’interno della coda in CRM salesforce relativi ai tempi di erogazione delservizio e sla di consegna· Supporto alla forza vendita per il caricamento di offerte commerciali e contratti su CRMsalesforce· Supporto e interfaccia con gli altri reparti aziendali· Emissione fatture e note di credito· SAL mensile con i clienti per monitoraggio attività pending con relativi report dedicati· Estrazione dati dal CRM salesforce per reportistica settimanale da inviare al supervisor sulleattività chiuse e pendig per monitoraggio

In my present post I have responsibility for the management and resolution of customer complaints. My present duties are:• using my knowledge of collections and customer service, I work as part of a team whom I support in solving complaints• Relationship with card holder’s bank in order to solve problem with direct debit requests and payments·• funds transfer and refund of money.• performing a wide range of functions relating to insurance, including referrals to insurance providers, cancellations and premium collections• liaising with Customer Service, Fraud, and the Head Office in Milan as required.• providing information and support in dealing with complaints to ABF (Arbitro Bancario Finanziario), Banca d’Italia and the Consumers Association .• updating information for credit bureau agencies• Responding timely to internal partners resolving matters that impact our customer in a fair, timely and consistent manner

I was the first point of contact with customers and provided a full service for all issues within remit of my department, including complex and contentious matters. I had part supervisory responsibility by acting as a central point of reference for less experienced members of staff and I acted as supervisor during periods of supervisory absence. I was also required to identify and attempt cross selling opportunities.