Francesca Pinto Email & Phone Number

London, England, United Kingdom

As part of my role, I work closely with Account Managers for each market to ensure that new season products are launched on Amazon smoothly. I also work closely with the Packaging Team to redesign product packaging, which reduces chargeback costs and leads to significant cost savings. Additionally, I investigate any product faults and work with the QA team to optimize product pages, providing customers with the best information possible and improving their overall experience. Finally, I ensure… Show more As part of my role, I work closely with Account Managers for each market to ensure that new season products are launched on Amazon smoothly. I also work closely with the Packaging Team to redesign product packaging, which reduces chargeback costs and leads to significant cost savings. Additionally, I investigate any product faults and work with the QA team to optimize product pages, providing customers with the best information possible and improving their overall experience. Finally, I ensure the smooth day-to-day functioning of our brand on Amazon Global and support Account Managers with strategic planning, leading to increased sales revenue. Show less

I have joined the Sales team to support the AMs and Director in growing the Amazon account within the business by supporting with reporting - focused on sales and ops performance to find areas that require improvement and action plans to maximise sales and minimise ops costs - and catalogue management to ensure consistency across variations and optimisation of our products so that they rank high on Amazon search results (EU9, AUS, JP).

London, England, United Kingdom

While retaining responsibility for the company's Global Key accounts, I also assumed responsibility for developing new direct markets, with our current project being the Nordics market. This also included the recruitment and training of CS staff to cover the Nordics accounts.

London, England, United Kingdom

I focused on Global Key Accounts such as Amazon, working with EU, GB, China and DropShip 3PLs and orders.Given my previous experience and performance with the UK market, I had been assigned these accounts to improve the order management process and support the Account Managers to establish a better and stronger relationship with our biggest wholesale clients. Alongside this, I have been working closely with the finance department to establish a more fluid procedure to process credits… Show more I focused on Global Key Accounts such as Amazon, working with EU, GB, China and DropShip 3PLs and orders.Given my previous experience and performance with the UK market, I had been assigned these accounts to improve the order management process and support the Account Managers to establish a better and stronger relationship with our biggest wholesale clients. Alongside this, I have been working closely with the finance department to establish a more fluid procedure to process credits and debits with the Key Accounts. Show less

London, United Kingdom

In this role I was fully responsible for order and dispute management with coordination with Ops team and our 3PLs to ensure successful and compliant deliveries. I was working closely with the Sales Team to ensure smooth communication with our wholesale clients and to help reaching the ME targets by introducing processes that allowed for a smooth delivery of our objectives.My focus was the UK market. However, I also covered Iberia and Italy markets when required, thanks to my… Show more In this role I was fully responsible for order and dispute management with coordination with Ops team and our 3PLs to ensure successful and compliant deliveries. I was working closely with the Sales Team to ensure smooth communication with our wholesale clients and to help reaching the ME targets by introducing processes that allowed for a smooth delivery of our objectives.My focus was the UK market. However, I also covered Iberia and Italy markets when required, thanks to my language skills. During the COVID-19 crisis, the company decided for me to cover all the markets due to my experience, performance and language skills, while they were operating on a skeleton staff. Since then, I covered the whole UK market with 25+ key accounts and 100+ independent accounts, while previously shared among three people.I joined the company during a busy time, and I was assigned straight away one of the most significant accounts for being able to show since the beginning an excellent performance that was highly appreciated by my managers. Show less

London, United Kingdom

My role is to assist Italian and English speaking customers by providing information about our product and solving a wide range of issues and doubts related to their subscriptions/accounts. I support customers via emails (through the Zendesk platform) and Facebook. I also keep communication with internal departments to report operation and product issues/faults.I am entirely responsible for the Italian market as no other person covers it, and I work alongside the Customer… Show more My role is to assist Italian and English speaking customers by providing information about our product and solving a wide range of issues and doubts related to their subscriptions/accounts. I support customers via emails (through the Zendesk platform) and Facebook. I also keep communication with internal departments to report operation and product issues/faults.I am entirely responsible for the Italian market as no other person covers it, and I work alongside the Customer Service Lead for the UK/US market. I occasionally work on the French market too.I often perform ad-hoc ENG>ITA translations for the website, marketing content, instructions, and operational emails. Show less

London, United Kingdom

The community platforms I worked on were forums, Q&A, and social content in English, Italian and Spanish. I was also covering French in the absence of the relevant specialist. I had to investigate allegations of misuse of the TripAdvisor site, and for that, I used internal and third-party tools and had three primary tasks:Oversee and assist the Tier 1 Moderation Team with internal escalations about complicated cases and high-risk content, giving them the most appropriate solution… Show more The community platforms I worked on were forums, Q&A, and social content in English, Italian and Spanish. I was also covering French in the absence of the relevant specialist. I had to investigate allegations of misuse of the TripAdvisor site, and for that, I used internal and third-party tools and had three primary tasks:Oversee and assist the Tier 1 Moderation Team with internal escalations about complicated cases and high-risk content, giving them the most appropriate solution followed by a thorough investigation considering the guidelines, the particularity of the case and the impact on the business.Handle Salesforce cases, created by users or escalated by the Tier 1 Team, mainly about flagged community content or profiles, which also required in-depth investigation to resolve and to make consistent decisions.Finally, review the flagged community content through a tailored platform and decide if the community guidelines could publish it. Show less

Kingston Upon Thames, United Kingdom

During the Team Leader absence, I was responsible for assigning the workload to the various Language Teams to ensure on-time service. On top of that, I was the point of reference for agents in case of technical issues or difficult customer cases. During the week, staff on training was assigned to me so that I could mentor them. After four months I had to leave the position and the company as I was leaving the country for the Erasmus programme at University.

Kingston Upon Thames, United Kingdom

My role was to make sure that the service quality to our customers was always above 85%. To do that, I improved the process of feedback by meeting more often with agents to discuss their performance and updating them weekly on how to handle cases as per instructed by the Head of Quality Assurance during our Calibration Calls. The position also required ENG<>ITA translation tasks.

Kingston Upon Thames, United Kingdom

After more than three years in a face-to-face role with customers, I wanted to have an office job, and that is why I decided to join Sitel. This change required me to step back to a lower position, which still helped me to develop other skills that then led me to future promotions. At Sitel, I was serving the Italian market for the Abercrombie & Fitch campaign via chat, emails and phone. Although the essence of the job was similar to my previous one, I was facing new challenges with a… Show more After more than three years in a face-to-face role with customers, I wanted to have an office job, and that is why I decided to join Sitel. This change required me to step back to a lower position, which still helped me to develop other skills that then led me to future promotions. At Sitel, I was serving the Italian market for the Abercrombie & Fitch campaign via chat, emails and phone. Although the essence of the job was similar to my previous one, I was facing new challenges with a very different type of customer. Problem-solving skills, quick thinking, patience and empathy were crucial for the role. Show less

London, United Kingdom

I used my experience and skills developed in the busiest branch, Westfield, to run and improve the service of the King's Road shop. During my time there, I implemented the FIFO and cleaning procedures, which awarded us with a 5-star food hygiene rating. I was the manager of a multicultural team of 10 people, and we all worked well together.

London, United Kingdom

As Shift Supervisor at the Westfield branch, I was the point of reference for a team of up to six people during busy days. I used my leadership and team working skills to assign tasks to the staff and ensure smoothness of service. On the administration side of the job, I had to do cashing up at the end of the shift and place fruit orders. If any problem occurred during the shift - such as a technical one - I was the person responsible for solving it.

London, United Kingdom

In this role at the Westfield branch, I was responsible for serving customers over the counter, fruit preparation, stocking and for keeping the store clean and tidy so that they would have an unforgettable experience.

Bachelor Of Arts - Ba, Translation, First Class Honours

Spanish and French languages, Spanish<>English professional and media translation, SDL Trados and Spanish<>English Bilateral Public Sector.

Erasmus, Language Interpretation And Translation, 15.57/20

Erasmus programme from February to June

Erasmus, Language Interpretation And Translation, Notable (8.5/10)

Erasmus programme from September to December