Luca Giamberduca Email & Phone Number

Valencia, Es

Valencia, Valencian Community, Spain

Bologna, Emilia-Romagna, Italy

Milan Area, Italy

Milan

Accomplishing customer service objectives by recruiting, selecting, training, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions.

Providing customer service and after sales support to Northern Europe, Southern Europe and Asia customers and partners.

Key Responsibilities: Managing and motivating a team of 13 Agents to meet agreed Service Level Agreements (SLA's)Ensuring Starwood customers world wide are supported via on-line chat, email and internet portal tools.Handling escalated enquiries.Supporting agents with further training and development.Handling any performance improvement issues.I have handled all changes very well; I have ensured all associates had the required training and tools to improve their performance and efficiency. I have become confident in handling difficult/escalated situations/emails. I have ensured a high standard both on Chat and emails.

Key Responsibilities: Daily management and support of up to 40 multi-lingual e-communication agents, supporting 3 Team Supervisors. Driving efficiencies across the team, successfully implemented and ran the on-line chat function to support customers.Coaching agents on procedures and performance improvement.Through data and stats analysis I was able to come up with creative solutions to ensure Customer expectations were exceeded. I was also able to improve our processes and policies to ensure we were efficient. I have worked closely with the Team to ensure they got timely replies to e-mails.

Key Responsibilities: Acting as a Key Account representative for VIP customers, ensuring their requests and expectations are managed in an efficient manner.Meeting agreed service level agreements.Liaising with international business partners, hotel groups, internal Sales and Customer Service staff to ensure a seamless service for the customer.

Key Responsibilities: Providing comprehensive customer and sales support for U.S and European customers

Key Responsibilities: Meeting agreed sales and quality targets in line with service level agreements.Converting enquiries to support for U.S and European customers.

Key Responsibilities in all positions below: Reservation sales, Responding to guests' queries, providing customer care.Training new hires into reservationsCash handling.

Computer Science

IT Engineering

Leaving Certificate