Iris Ianieri Email & Phone Number

Reading, England, United Kingdom

Cooperating with Milo Tours, Raphael Tours, Edward Jones, Hilton Hotel, Boutique Hotels

Neapolitan Riviera And Rome - Italy

Manage from start to finish all on-road operations. Articulate directions and tour commentary to tour members. Handle various problems and emergencies. Communicate with tour suppliers and company offices. Report any discrepancies in contracted services to controlling office. Managing and following up escalations. Read, research and write tour commentary and calculate basic maths computations. Collect all funds for optional excursions and complete tour accounting reports. Often Team leader of parallel tours and trainer of the new employees.

Neapolitan Riviera - Italy

Incentives, Business Events, Weddings ManagerMy responsibilities are preparing a time-line schedule, budgeting for events in the Neapolitan Riviera, choosing the locations, finding, selecting and contacting the vendors, guiding the groups for the whole stay. In addition I can plan, develop and organize outdoors and indoors activities/games. Arrange and manage everything "from top to bottom". Come up with original ideas and negotiating prices.Since 2008 I successfully applied my event managing skills to private parties and weddings organization as well, with the involvement of small and very generous budgets, I have always showed attention for minimal details, flexibility and high commitment.

Reading

Reading, United Kingdom

Senior Customer AdvocateXbox Fraud AnalystXbox Intake Quality Escalation AnalystDuring my time at Microsoft I have covered three different positions.Senior Customer Advocate: This role forms part of the Global Escalations team, working to investigate and resolve consumer escalations that have fallen outside of the standard support model. I support consumers, taking each case from a neutral perspective and investigating each issue thoroughly. My job involves working through various systems to keep cases continuously updated and I use a number of tools for the investigation to create a full picture, then I feed back to the customer on if and how the issue can be resolved. I work with relevant teams, including local legal departments, to provide the best resolution. The aim is to make the customer feel valued by Microsoft and to provide a positive consumer experience.I deliver my support to the department in English, Italian and French. In multiple occasions I have been involved in driving changes to processes.Xbox Intake Quality Escalation Analyst: I analysed workflow, escalation quality and process. I provided guidance to lower tiers about processes and customer service. As Tier 3 software escalation analyst I acted as the highest point within the company for customer dispute resolution.Xbox Fraud Agent: I identified and investigated customers' issues and found resolution of problems taking into consideration customer retention, departmental budget and organizational reputation.I delivered “Hard Message” to customers to finalise the dispute process. This involved awkward and difficult customers and highlights the ability to deal in high pressure situations.Use of Office Suite, MS tools and web applications.

Reading, United Kingdom

I worked at C2 already in 2008 on a contract basis and then I have been hired in 2010 again as a member of a team dedicated to administration and management of clients CO-OP / MDF programs. The team provided support to clients and their partners throughout the whole claiming process. Main tasks included comprehensive compliance auditing with multi-language and multi-currency capabilities; administration and validation of pre-approvals, claims and payments in a central automated on-line platform; plus a “first point of contact” type of support to all claims related partner’s queries and escalations.CRM for CATech ( Italian customers) and others campaigns, support and retention of customers.

Reading, United Kingdom

Providing consistent customer service and occasionally technical support to major international clients. Working in different languages on a daily basis. Using a range of IT programs including SAP, SIEBEL, ICSB, DXR, MAMOZZO.

Playa Del Carmen - Mexico

I was asked to be the Hotel Director along with three other members of the Management team, I decided to cover the Front Desk Vacancy in order to leave enough time to visit Mexico, to discover the culture and fully experience the place.Duties: direct contact with the public and administrative work. Registering guests, accepting room reservations on the phone or email, handling messages and accepting payment of hotel bills. Exchange traveller's cheques and foreign currency. Promote the facilities to generate hotel or/and personal income. In charge of the welcome-transfer from the airoport to the hotel and welcome meeting at the hotel.I improved my experience which already counted on privious roles in the industry such as front desk agent at Villaggio Verde, Travel Agent at Etel Viaggi, receptionist at Hotel Bel Air, all in Sorrento.

Post Graduate Certificate, Applied Management

Activities and Societies: Applied Management - Henley Business SchoolTheoretical background and practical application of all key areas.

Ma Level, Modern European Languages, Cultures And Literatures (100/110)

Activities and Societies: Attendant to didactic seminars, language classes and work experience abroad.The obtained Master Level - First.

Languages And Literatures, Humanistic Subjects

Activities and Societies: Singing in a choir, playing guitar, acting in parish events and team leader in a youth association.Since school.