Roberta Nocerino
St. Paul's Bay
Summary
Dynamic Customer Service Representative with a proven track record at Maltashopper Ltd., excelling in problem resolution and relationship building. Recognized for enhancing customer satisfaction through effective complaint handling and active listening. Proficient in data entry and Microsoft Excel, consistently exceeding performance metrics and contributing to team success.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Maltashopper Ltd.
09.2024 - Current
- Assisted customers with inquiries, providing accurate information and support.
- Resolved customer complaints efficiently, enhancing overall satisfaction.
- Processed orders using internal systems, ensuring timely fulfillment.
- Maintained knowledge of products and services to address customer needs effectively.
- Collaborated with team members to improve service delivery and response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Managed inventory control processes to ensure accurate stock levels and timely replenishment.
- Coordinated daily warehouse operations, optimizing workflow efficiency and minimizing delays.
- Assisted in processing invoices and maintaining accurate financial records.
Customer Care Representative
Centrecom
03.2024 - 09.2024
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
- Provided accurate information regarding products and services to support customer needs.
- Processed orders and returns, ensuring timely fulfillment of customer requests.
- Collaborated with team members to improve service delivery and response times.
- Assisted customers with ticketing inquiries, ensuring clear communication and service excellence.
- Resolved customer complaints efficiently, enhancing satisfaction and loyalty.
- Coordinated flight check-in processes, streamlining operations for timely departures.
- Maintained accurate records of passenger information using airline management systems.
- Trained new staff on company protocols and customer service standards effectively.
- Processed customer refund requests efficiently, ensuring compliance with company policies.
- Resolved customer inquiries regarding refunds, enhancing overall satisfaction and retention.
Cleaner
Our Lady Immaculate School
07.2023 - 03.2024
- Maintained cleanliness and sanitation standards in assigned areas to ensure a hygienic environment.
- Operated cleaning equipment such as buffers, vacuums, and pressure washers effectively.
- Followed safety procedures while handling cleaning chemicals and materials to prevent accidents.
- Conducted routine inspections of facilities to identify cleaning needs and prioritize tasks.
Sales Supervisor
Golden Harvest
08.2017 - 08.2019
- Led daily sales operations, ensuring team adherence to company policies and procedures.
- Trained and mentored new sales staff, enhancing team productivity and customer service skills.
- Analyzed sales data to identify trends, informing inventory management and promotional strategies.
- Implemented effective merchandising techniques, improving product visibility and customer engagement.
- Collaborated with marketing teams on promotional campaigns, driving increased foot traffic and sales conversions.
- Managed scheduling and staffing for sales floor coverage, ensuring alignment with peak business hours.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
Education
Human Sciences - Psychology, Sociology, Anthropology And Pedagogy.
Quinto Orazio Flacco
Naples,Italy07-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Complaint handling
- Payment processing
- Administrative support
- Staff training
- Live chat support
- Coordination
What I love? Art in any form!
I can surely consider myself an artistic person. I love drawing, painting, and creating. I also love gardening, that I consider a form of art too and of course, i love some good music!
Languages
Italian
Native language
English
Advanced
C1
Spanish
Elementary
A2
Timeline
Customer Service Representative
Maltashopper Ltd.
09.2024 - Current
Customer Care Representative
Centrecom
03.2024 - 09.2024
Cleaner
Our Lady Immaculate School
07.2023 - 03.2024
Sales Supervisor
Golden Harvest
08.2017 - 08.2019
Human Sciences - Psychology, Sociology, Anthropology And Pedagogy.
Quinto Orazio Flacco
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