Antonia Tafuri Berglund Email & Phone Number

Leksand, Dalarna County, Sweden

Leksand, Dalarna County, Sweden

Borlange, Sweden

Selling of products via telephoneTaking incoming orders from customers

Mockfjärd Skolan

Djurås, Sweden

Learning Swedish language.

Sliema, Malta

· Leading the team in day to day activities and ensuring team (e-mail/Live Chat/Phone) targets are exceeded and quality of service given to customers and internal departments· To manage the workloads/queues between the inbound and outbound priorities ensuring that the inbound KPI’s are met· Ensuring that all company, departmental and individual objectives are clearly identified and communicated· Managing team productivity and general productivity… Show more · Leading the team in day to day activities and ensuring team (e-mail/Live Chat/Phone) targets are exceeded and quality of service given to customers and internal departments· To manage the workloads/queues between the inbound and outbound priorities ensuring that the inbound KPI’s are met· Ensuring that all company, departmental and individual objectives are clearly identified and communicated· Managing team productivity and general productivity adherence / driving the development of team members to maximize performance· Assessing performance and providing constructive feedback to develop and liaising closely with the Training and Quality team regarding team training needs· Manage all personnel issues in conjunction with company policy· Liaising with other departments that have a direct impact on the customer journey (IT/WFP/Marketing)· Providing status updates/reports to senior management (both scheduled and ad-hoc)· All other duties as assigned Show less

Malta

• In charge of the whole CS Account Managers (HDCT of 12)• Make sure that each desk/market reaches all departmental KPI on a weekly and monthly basis• Make sure that each Account Manager reaches personal targets on a weekly and monthly basis• Follow up the monthly results with each Account Manager• Present the result of my teams on a monthly basis to the Managing Director• In charge of Weekly and Monthly Reports• Managing vacation balance for the… Show more • In charge of the whole CS Account Managers (HDCT of 12)• Make sure that each desk/market reaches all departmental KPI on a weekly and monthly basis• Make sure that each Account Manager reaches personal targets on a weekly and monthly basis• Follow up the monthly results with each Account Manager• Present the result of my teams on a monthly basis to the Managing Director• In charge of Weekly and Monthly Reports• Managing vacation balance for the whole department• In charge of Recruitment in cooperation with HR• Creating protocols• Creating new processes interdepartmental• Report sick leave, vacation leave and bonus compliance on a monthly basis Show less

Malta

• In charge of Italian, Spanish, Portuguese and Finnish Market (HDCT 9)• Make sure that each member of my teams reaches Service target on a weekly andMonthly basis• Make sure that Sales target per each team is met on a Monthly basis• Follow up the monthly results with each member of my teams• Present the result of my teams on a monthly basis to the Managing Director, Support Director and other Team Leaders• In charge of the Recruitment Process for… Show more • In charge of Italian, Spanish, Portuguese and Finnish Market (HDCT 9)• Make sure that each member of my teams reaches Service target on a weekly andMonthly basis• Make sure that Sales target per each team is met on a Monthly basis• Follow up the monthly results with each member of my teams• Present the result of my teams on a monthly basis to the Managing Director, Support Director and other Team Leaders• In charge of the Recruitment Process for Support Department: selecting candidates, interviews, follow up reference checks• Creating protocols• Creating new processes interdepartmental• Managing vacation balance for the whole department Show less

Malta

• In charge of Support Center:• Make sure that SLA for chats and calls is met on a daily basis• Calculating the SLA• Make sure that Sales targets for the whole Support Centre were reached

Malta

• In charge of support for Italian and Spanish market by chat, telephone• Answering chats within the SLA• Performing sales on a daily basis• Performing phone verifications to players

Kuala Lumpur, Malaysia

• In charge of reservation and booking of incoming guests• Send quotation for perspective clients and tour groups• In charge for Incentive group• Provide 24 hours assistance to in-house clients• Support for Italian and Spanish market• Guide Italian and Spanish clients during tours in Malaysia

Kuala Lumpur, Malaysia

• In charge of reservation and booking of incoming guests• Sent quotation for perspective clients and tour groups• Provided 24 hours assistance to in-house clients• Support for Italian and Spanish market• Guided Spanish and Italian clients during tours throughout Malaysia

Kota Kinabalu, Malaysia

• Summer job while studying at University• Welcoming Italian guests to the resort• Helping guests during check-in / check-out• Selling optional tours to in-house guests• Dealing with complains in loco• Customer Service 24/7

Modugno, Bari

• Processed claims and claims administration• Acted as secretary for the Managing Director• Structured the filling and documenting system for the claims department

Laurea Triennale, Comunicazione Internazionale

Erasmus