Federica Basso Email & Phone Number

Germany

Berlin Area, Germany

• Plan and delivery of onboarding training for new hires in the internal customer service team• Creation and implementation of e-learning material in the company Learning Management System tool, with the scope of providing a complete onboarding portfolio for the new hires of the external partner• Preparation of briefing sessions and, if necessary, training with internal customer service team• Assurance of the achievement of KPIs for German and Austrian markets• Analysis of Customer Dissatisfaction trends and reasons via DSAT, with the goal of understanding gapsin agent performance and, potentially, processes• Preparation of quality reports for the German and Austrian markets• Support the quality manager to further develop the quality and concept strategy• Plan, conduct and analyze coaching sessions and create measures to improve agents' performance• Coordination of calibration sessions, agent performance reviews and live sessions with the externalpartner• Organizing and facilitating internal Workshops, with application of Agile techniques

Berlino, Germania

• Dealing with pre and after sales inquiries from Customers • Working mainly for the UK Shops, supported also Italian Shops• Conducting training and quality support for new employees, to ensure an easy integration to the job and to the company

Berlin Area, Germany

• Acquiring new Customers through inbound calling, assistingand guiding potential Clients• Dealing with pre and after sales inquiries from Customers (Italian market)

Pordenone, Italy

• Contributing to the organization of the “pordenonelegge.it” book festival• Support in running the project “Amici di pordenonelegge.it” (reservations and booking for the various events) and the management of its front office

Pordenone, Italy

• Participation to Marketing projects due to improve and expand the knowledge of the city of Pordenone and its territory• Contributing to the organization of the “Pordenone Wine&Food Love” event• Collaboration to the organization of the “pordenonelegge.it” book festival, in particular by supervising interviews with voluntaries and managing their work shifts

Ux/Ui Design

Bachelor Of Arts - Ba, Pubbliche Relazioni, Pubblicità E Comunicazione Applicata

Activities and Societies: Bachelor Thesis: "The perfect reader: loyalty to Pordenonelegge.it" - Sociology of Mass Communications.