Belluno, Veneto, Italy
Historian and researcher educated in Italy and New Zealand, with a solid background in writing of academic publications and conducting research projects, teaching and language editing. I am passionate about aviation and naval history in the Twentieth Century history. With over 4 years experience in the Customer Service in international companies. I am interested in the publishing industry and research sector.
Freelance at Storica-National Geographic. Writing articles on XX Century, Italian history, WWI, WWII, Aviation and Naval history, Geographical Explorations, Interwar period.
FNZ is one of Europe's leading providers of third-party services to the life assurance industry. - Deliver excellent customer service to build and maintain excellent client relationships (Business to Business). - Handle level 1/level 2 queries daily. Provide support to the clients for technical queries from distributors and policyholders in Italian. - Check outgoing transactions policies (Italian market) - Quality-check outgoing policyholder documentation and incoming policyholder requests (Italian market) - Represent client at internal meetings and influence colleagues on priority and delivery dates
- Investigate user cases and assess each request against the Company's GDPR procedure and Privacy policy. - Provide effective and timely 1:1 support via email on GDPR-specific requests (data deletion, access, portability). - Act as Policy subject matter expert, ensuring compliance with process and procedures while achieving quality and performance targets.
- Provide excellent 1:1 support to Airbnb customers via email and chat. - Investigate and resolve users issues with empathy and domain knowledge. - Help and educate Airbnb customers via inbound and outbound calls to deliver an excellent user experience. - Account Receivable: Educate customer on payments/payouts, Terms of Payments, investigate and review of inbound cash and monitoring of ceasing payment ledger in the customer account. Collections calls and communications with customer in regards to disputes and escalate to the Payments department to review open disputes. - 100% contacts resolved within SLAs and agreed time to first touch, with excellent quality scores and customer feedback.
Taught Italian to undergraduate students, responsible for creating lessons, grading individual tests and exams.
- Responsible for literature review, library retrieval of several academic works (i.e. peer-review journals) to prepare papers and academic reports. - Investigate and evaluate scientific reports, publications and archival documents. - Wrote doctoral thesis on Colonialism, Fascism and Geographic Explorations. - Created academic presentations using MS PowerPoint for international academic conferences.
Taught Italian to undergraduate students, responsible for creating lessons, grading individual tests and exams.