Antonio Augello
Resumen profesional
I have always been a person who likes knowledge, discovering, and above all, challenging difficulties. I studied Electronics and Telecommunications, grew up in Milan, where I practiced Sound Engineering for years, then moved to Liverpool , where I learned the hospitality system pretty well, and ended up in Barcelona, where I initially grew as an agent for customer care, and subsequently as a manager assistant and Retail Coordinator for Dyson Italy and Spain.
Datos destacados
10
10
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Experiencia
CPM - Dyson Spain - Retail Coordinator
Dyson
Barcelona, Barcelona
03.2021 - 05.2025
- Agent-Visual Engineer: performed by chat, email, calls and video calls (visual engineering); providing live assistance regarding the product, processing replacements, complaint resolution, problem-solving, and as well as selling new products, explaining new technologies and identifying how best a user might be interest to new releases.
- In charge of Dyson Italy Whatsapp's queue, changing agent's tasks up to the business need.
CPM - Payments & Investments Specialist
Airbnb
Barcelona, Barcelona
01.2019 - 12.2020
- Investments: authorizing or advising economical decisions on the Airbnb's behalf regarding the customer service sector, performing real-time analysis on investments that multilingual agents, leaders and operation managers request on behalf of users.
- Reviewing employee's past investment performances, delivering coaching, reporting poor decisions and making sure to keep management updated about any last change made by Airbnb.
- Payments: trained about world-wide banking system, detecting and solving technical issues when possible, administrating escalations between CPM and Airbnb payments.
Agent & Floor Support
Airbnb
Barcelona, Barcelona
01.2018 - 12.2019
- Agent Specialist: customer care performed by email and calls (inbound outbound) providing assistance regarding the platform, customer complaint resolution, problem solving, negotiation and arbitration between users.
- Providing best customer service and performances above market average regarding NPS and productivity.
- Floor Support: assisting agents while handling cases, making sure to follow Airbnb's guidelines at the best possible and delivering coaching sessions when required.
- Supervising all markets, assisting RTA to monitor the agent's adherence regarding their schedules and making sure that GDPR always applies.
Waiter
Cote bistrò
Liverpool, England
01.2015 - 12.2018
- Providing a 5 stars customer service, managing the till, following any manager's request as part of an efficient team.
- Working under pressure and delivering results.
- Serving original French food following the straight steps of the French customer service.
- In charge of the own section, weekly brilliant feedbacks, upsells, handling guest complaint courses achieved and performed successfully.
Formación
Electronic & Communications -
E. Majorana
Piazza Armerina 01.2003 - 01.2008
Sound Engineering - undefined
Machete Studio Univ.
Milan 01.2011 - 01.2015
Enfatiza tus habilidades clave
- Coaching & Training
- Interpersonal Skills
- Effective communication
- Analytical thinking
- Strategy planner
- Triage
- Independent & Group initiatives
- Prospecting Sales
- Microsoft Office
- Nova
- Lantern
- Slack
- Zendesk
- Genesys
- Nice
- Cubase/Logic Music Editor
- Trello
- Mac/Windows OS
- Aspect
- Central
- Sales Force
- Engage
- Injixo
Idiomas
Español
Intermedio avanzado
B2
Inglés
Avanzado
C1
Italiano
Nativo
C2
Diplomas
- Electronics and Telecommunications
- Sound Engineering
Información adicional
Experto en tecnologia
Cronología
CPM - Dyson Spain - Retail Coordinator
Dyson
03.2021 - 05.2025
CPM - Payments & Investments Specialist
Airbnb
01.2019 - 12.2020
Agent & Floor Support
Airbnb
01.2018 - 12.2019
Waiter
Cote bistrò
01.2015 - 12.2018
Sound Engineering - undefined
Machete Studio Univ.
01.2011 - 01.2015
Electronic & Communications -
E. Majorana
01.2003 - 01.2008