Cv

Published on 4 Nov 2019 10:14AM

Download a PDF copy of my resume here

Experience

Customer Support Specialist at Revolut

January 2019 - April 2019

  • Supporting customers via chat channel. Resolved 105% of the weekly target over multiple months

Senior Online Product Specialist, Workflow Lead and Assistant Team Leader at Accenture Services

November 2017 - September 2018

  • Optimizing clients’ Google Ads campaigns to achieve best results for the client
  • Supporting customers via chat, email and phone channels. Troubleshooting their issues and providing marketing and practical solutions. Handling up to 30 calls and 20 chats per day
  • Technical support for Google My Business and Google Ads customers
  • Google Multiproduct support and troubleshooting, including: Analytics, Merchant Center, Google+, YouTube
  • Interviewing potential candidates for the role
  • Preparing and presenting results for the client
  • Managed a team of 15+ members, on and off site
  • Handling the workflow for the whole team and making sure team targets were met
  • Managing productivity of the team by making sure each agent would meet the productivity target
  • Reporting bugs and assisting with the installation of hardware (Chromebooks and Windows) and software (ChromeOS, Windows) and setting up accounts for the whole team

Senior Online Product Specialist and Workflow Lead at Arvato CRM Solutions

August 2016 - October 2017

  • Optimizing clients’ Google Ads campaigns to achieve best results for the client
  • Supporting customers via chat, email and phone channels. Troubleshooting their issues and providing marketing and practical solutions. Handling up to 30 calls and 20 chats per day
  • Technical support for Google My Business and Google Ads customers
  • Resolving billing and payment queries
  • Developing interpersonal skills, technical or sales consulting skills
  • Google Multiproduct support and troubleshooting, including: Analytics, Merchant Center, Google+, YouTube
  • Cleaned up a thousands cases backlog, twice
  • Interviewing potential candidates for the role
  • Handling the workflow for the whole team and making sure team targets were met
  • Managing productivity of the team by making sure each agent would meet the productivity target
  • Preparing and presenting results for the client
  • Reporting bugs and assisting with the installation of hardware (Chromebooks and Windows) and software (ChromeOS, Windows) and setting up accounts for the whole team

Content Writer for Agencja Whites

November 2016 - February 2017

  • Writing SEO-optimized content, technical and non-technical. Researching best keywords for better search engines’ ranking for each article and customer with Google Ads Keyword Planner and SEMRush

Partnership Manager for the Italian Market at Sporticos

March 2016 - May 2016

  • Social Media Manager for the employee's italian market
  • Handling an average of 10 partnership requests and queries per day

Freelance Translator for Duckduckgo

2011

  • Main Italian translator for the DuckDuckGo's interface from english to italian

Self-employed Software Developer

2002-2016

  • Developing the cryptographic AES backend for the browser add-on Openfaux
  • Self-taught Go, Python and JavaScript. Working on multiple private projects, involving the use of Python and Go languages for my own company
  • Kept studying Linux, DevOps practices and security

Computer Technician at Tufano Electronics

2005-2008

  • Selling and repairing computer hardware, setting up software, upgrading components and software when necessary
  • Handling customers’ requests on site and by phone
  • Setting up and maintaining a 5+ computers LAN

Education

European Bartender School

Bartending

April 2014

  • 1 month course of professional bartending and mixology

Istituto Tecnico Industriale Statale of Naples, Italy

Computer Science

1995-1999

  • Learnt C programming language, OOP concepts using the Python programming language
  • Studied Windows Operating System and history of the Unix-based Operating Systems as Linux, MacOs and Bsd
  • Obtained a deep understanding of the TCP/IP and server/client protocols (SSH, FTP, HTTP(S), SMTP, POP3, IMAP, Telnet)
  • Learnt the basics of SQL and noSQL databases

Skills

Programming Languages

Tools

Others

Awards & Certifications

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Publications

Languages