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Mara Di Lena

Customer support / care Training and Advisor / E-Travel / Fintech

Home Experiences Education Skills Interests
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Mara Di Lena
43 years old
Driving License
Lille (59200) France
Contact me
Professional Status
Employed
Open to opportunities
About Me
Passionate about providing the best possible customer experience, every time. Able to take responsibility and ownership for my work. Used to work with customers and agents I trained, from all over the world, so I have got a first-rate communication skills and superb problem-solving skills.
Resume created on DoYouBuzz
Experiences

CCO

Alma
Since April 2022
  • -Manage debt collection actions.

    -Take charge of the on-boarding of new merchants, and ensure that they can easily install the Alma solution

    -Handle consumer and merchant inquiries requiring in-depth analysis via email, chat and phone, and guide them in the use of our payment solution

    -Interact with internal and external contacts to answer their queries and provide the best support experience

    -Understand and anticipate their needs to improve our processes and tools

    -Participate in the training of newhires for the company

    • KYC / KYB
  • Liaising between accommodations and customers to resolve issues via phone and email
  • Ability to adapt and work well under pressure in a fast-paced environment
  • Ability to take ownership and solve problems
  • Dealing with customers enquiries on a daily basis : Mediator between customers and accommodations
  • Helping to drive customer service performance for all markets.
  • Responsible for the Rentalcars.com Facebook Messages inbox
  • Dealing with affiliate ( Jet2 ) about post rental issues.
  • Mentoring the team by sharing the product & system knowledge.
  • Offering customer service related “floor walking” – support to agents on shift (when required).
  • Reviewing allocated agent’s customer service cases and offer support and advice.
  • Monitoring and Maintaining ongoing customer service procedures and Quality control
  • Liaising with the team management in order to increase effectiveness of individual agents
  • Providing Customer Service training for new starters.
  • Providing assistance about a post rental damage excess refund
  • Being mediator between customers and supplier's Insurance department to evaluate the refunds
  • Investigating and analysing all the documentation provided by both sides and eventually third parties
  • Dealing with Italian and English market/customers
  • Answering questions after the rental finished by phone or e-mail.
  • Dealing with customers enquiries on a daily basis : Mediator between customers and suppliers for post rental issues
  • Developing and maintaining a strong relationship with new and existing clients
  • Chasing and identifying issues to increase customer service’s quality
  • Decision maker about money compensation for the customer's satisfaction

B&B Owner and General Manager

B&B Casa Giano
Since June 2008
Freelancer
Ginosa
Italy
  • B&B Business Project creator
  • Managing the bookings and cancellations
  • Dealing with Check-in and Check-out of the guests
  • Updating website and social media of the activity
  • Dealing with customer's complaints
  • Providing tourist information and travel assistance in the surroundings
  • Filling the "Police registration on line form" to declare each guest stay
  • Awarded "Quality Price 2010 in accommodation services" by NOICONSUNT
  • Company website
    https://www.facebook.com/pages/BB-CASA-Giano/291069250949881?fref=ts
  • Rated 4.5/5 on Tripadvisor.com
  • Hostess , Receptionist and Sales Assistant in English language during exhibitions at BOLOGNA FIERE
  • Supporting the managing and administrative area by being responsible for the Italian and foreign customers
  • Proof reading by reviewing translations especially from English, French and Spanish to Italian
  • Working for the General Register Office
  • Front desk activities
  • Customer's point of contacts in the request of documentation such as ID or birth certificates
Education

University degree Translator and Interpreter Course

Universita' del Salento ( IT )

September 2002 to November 2007
Linguistics studies including Economy, European laws and History of English and Japanese cultures.

Intensive course Japanese language

Sendagaya school, Tokyo ( JP )

January 2008 to April 2008
Japanese language and culture

Cultural Mediation course

Arteveldehogeschool ( Gent, BE )

November 2005 to April 2006
Socrates project of European Union based on cultural and linguistic mediation

Intensive course Japanese language

Kudan Institute of Tokyo ( JP )

October 2004 to December 2004
Japanese language and culture

Diploma of Turistic Operator

I.I.S.S. Marisa Bellisario ( IT )

September 1996 to July 2001
Technical Insitute for Tourism: Tourism Economy and Geography; Touristic English and French
Interests

Film

  • I like thriller movies

Music

  • playing guitar and Harmonica/learning ukulele

Arts

  • Tap dance
Skills

Skills and Assets

  • Interact well with Diverse Cultures/ Groups
  • Knowledge of Community Resources
  • Research and Planning
  • Work Well Under Pressure
  • Resolve Conflicts/ Counseling
  • Managing budgets
  • Organisational skills
  • Adaptability
  • Problem-solving skills
  • Outstanding interpersonal communication skills

Languages

  • Italian
    Expert
  • English (fluent)
    Expert
  • French
    Advanced
  • Japanese
    Intermediate
  • Spanish
    Notions

Computer Skills

  • Office
    Advanced
  • Windows 10
    Advanced
  • Pages
    Advanced
  • G2
    Advanced
  • Alloggiati Web
    Advanced
  • Social Media
    Advanced
  • Zendesk
    Expert
  • Slack
    Expert
  • Dashboard
    Expert
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Resume created on DoYouBuzz