Francesco Esposito Email & Phone Number

Trieste, Friuli-Venezia Giulia, Italy

M-Cube is the European leader in the Digital Signage sector. The group creates engaging digital experiences and innovative communication solutions to foster positive customer engagement. Every day, I work with clients from around the world to ensure that our solutions are well-maintained and fully operational, guaranteeing the highest level of satisfaction.As a second-level support, my main tasks include:• Managing escalations from the 1st level support of global NOCs, ensuring timely and accurate resolution of more complex issues.• Creating technical guides, training courses, and ad-hoc training sessions to enhance the skills of various teams.• Handling key clients involved in major corporate projects, providing advanced technical support and customized solutions.• Collaborating with the coordinator and project managers to propose and implement solutions for complex technical problems, contributing to the continuous improvement of the services offered.• Continuing first-level technical support, ensuring excellent service and efficient resolution of customer issues.• Advanced monitoring and diagnosis of systems to proactively identify and resolve potential problems.• Coordinating with internal and external teams to ensure the proper execution of system updates and maintenance.• Documenting and sharing best practices and innovative solutions with the team to improve service quality and customer satisfaction.

Trieste, Friuli-Venezia Giulia, Italy

During my time as a NOC Specialist, I was responsible for providing proactive and reactive assistance to our international clients. Engaging in first-level maintenance and Helpdesk activities, my primary tasks included:• Proactive monitoring and management of video and audio computers used for Digital Signage and In-store radio.• Resolving first-level technical issues related to hardware and software, ensuring service continuity for international brands.• Configuration and maintenance of network equipment and hardware devices, including routers, switches, and computers.• Remote assistance to clients for troubleshooting technical issues and configuring new devices.• Conducting regular checks on system status to prevent failures and minimize downtime.• Managing support tickets through a ticketing system, ensuring timely and accurate resolution of requests.• Collaborating with internal and external teams to implement updates and improvements to existing systems.

I was a Team Leader at 5CA, a leading provider of multilingual customer support services for the Gaming and Tech industries.In this role, I managed a team of 15 representatives, focusing on their career development, performance management, and fostering a positive team culture. I excelled in:• Conducting performance management during periods of rapid change• Conducting root cause analyses to identify and resolve underlying issues• Managing conflicts between team members to achieve a productive and harmonious environment• Monitoring and measuring team performance, providing feedback, and setting KPIs• Developing personalized career development plans, mentoring, training, and coaching team members• Ensuring quality assurance and maintaining high customer satisfaction standards• Creating and cultivating dynamic and positive team environments• Managing workforce operations.

Work From Home

As a Senior Agent at a rapidly growing e-commerce company specializing in home beer draft solutions and online beer sales, I led the Social Media team and established a successful social media support system for the client's Facebook, Twitter, and Instagram pages.I also spearheaded a task force responsible for responding to social media direct messages and public comments, and collaborated with operations managers and clients to create new procedures and action plans to improve customer care.As a team leader, I mentored and coached agents, setting objectives and monitoring performance through quality assurance assessments of email, chat, and phone interactions.Through my dedication to excellence and commitment to customer satisfaction, I earned a promotion to Team Leader, where I continued to develop and lead a team of multilingual representatives for top-tier gaming and tech industry clients.

Work From Home

As a customer support agent for 5CA, I provided assistance in both English and Italian through phone and email channels. During my tenure, I had the opportunity to work for prominent companies in the tech industry, including those involved in semiconductors, PCs, tablets, and networking.In my role as a tech agent, I honed my troubleshooting skills and was adept at identifying the root cause of issues. I also learned how to set goals and focus on the details that could improve the overall quality of service. Through frequent training and coaching from senior agents and team leaders, I was able to achieve high levels of productivity and multitasking efficiency.Later on, as an agent for a fast-growing e-commerce company, I adapted to the constant changes in customer support policies and procedures. My critical analysis skills were recognized by colleagues and clients, and I contributed to the improvement of internal procedures and workflows. I achieved exceptional levels of productivity and customer satisfaction and was designated as a buddy for new recruits in the team, providing mentorship and support to ease their transition.Through these experiences, I developed a group-oriented mindset, always keeping the needs of everyone in mind while finding ways to drive success for the brand.

Bachelor Of Arts - Ba, International Relations And Political Science

Activities and Societies: International Relations in the Asian-African ContextThrough this degree course I'm achieving three fundamental.

High School Diploma

-English (and literature), Latin (and literature), Italian literature -Science, Maths, Physics -Art, Physical education