Fernando Castro Oricchio
Bexhill-on-Sea,United Kingdon
Summary
With extensive experience in managing and training call centre agents, implementing training and quality control processes, targeting teamwork and the performance of each employee. I have always guided my actions based on responsibility, keeping in mind the achievement of my personal and professional goals and I am sure that a good professional knows how to shape the needs and requirements of each company. I am busy, creative, work in team and learn easily.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
Warehouse Picker
Amazon
Roma, Roma
04.2020 - 01.2023
- Worked effectively and efficiently to consistently achieve productivity targets and KPIs.
- Completed work orders and packing slips with accuracy.
- Accurately packed and picked high-volume orders in fast-paced environments.
- Processed orders using handheld scanners with speed and precision.
- Maintained quick pace to meet order deadlines, contributing to smooth dispatch activities.
- Receiving parcels, recording data in the computer system and quality control;
- Classification of parcels according to size and destination;
- Ordering and transporting pallets and packages according to destination.
Hotel Porter
Hotel 87 eighty-seven
Roma, Italy
09.2020 - 03.2021
- Maintained a clean and tidy reception area, providing consistently great first impressions.
- Fulfilled daily guest requests, such as newspaper delivery, running of errands;
- Provided a warm welcome to hotel guests, handling questions and queries efficiently.
- Checked all public areas, including toilets, smoking areas at regular intervals to ensure meticulous cleanliness.
- Used excellent problem solving skills to resolve customer complaints quickly and effectively.
- Handled guest luggage safely, using correct lifting and carrying procedures to prevent damage.
Chambermaid
Best Western Park Hotel
Roma, Roma
07.2020 - 03.2021
- Performed tidy ups and bed changes as requested.
- Welcomed guests, answered questions and anticipated service needs, maintaining excellent customer satisfaction.
- Delivered outstanding service to boost customer retention and referrals.
- Expertly operated cleaning equipment to fulfil time targets.
- Vacuumed and dusted reception areas and walkways.
- Sanitised bathrooms to uphold strict hygiene and infection control procedures.
- Addressed guests' problems and fulfilled special requests.
- Reported maintenance issues for prompt resolution.
- Delivered extra linen and toiletries to meet guest needs.
Call Centre Supervisor
Concentrix Brasil
SÃO PAULO, SÃO PAULO
08.2018 - 09.2019
- Carried out regular call and communication monitoring for service provisions to meet defined quality standards.
- Carefully managed complaint escalations, remaining calm and professional to maintain positive customer satisfaction ratings.
- Coordinated training opportunities to promote customer service excellence amongst staff.
- Created rosters based on staff strengths to build dedicated, hardworking teams for each shift.
- Reduced average customer call times through targeted training in quality control.
- Continuously sought change and improvement within call centre operations, consistently developing performance and productivity levels.
- Organised team building activities to motivate staff and build rapport.
- Collected and analysed call centre statistics and developed strategies for improvement.
- Scheduled team meetings to educate agents regarding best practices in dealing with customers.
Public Relations Assistant
Access Midia
SÃO PAULO, SÃO PAULO
02.2016 - 10.2016
- Liaised with journalists to pitch media stories and develop long-lasting professional relationships.
- Monitored and reported on client publicity pieces.
- Managed enquires and interview requests from media to deliver accurate information.
- Created innovative, effective promotions and marketing campaigns to bespoke client demands.
- Researched, created and distributed impactful press releases to targeted media, heightening brand awareness and exposure.
- Pitched engaging stories to media to gain coverage and publicity.
- Organised press conferences to answer questions and deliver announcements.
- Wrote targeted, impactful press releases for heightened brand awareness.
- Designed media kits of clients to feature brand, products and services.
Education
Diploma of Higher Education - COMMUNICATION AND MARKETING
Universidade Nove De Julho - Uninove
SÃO PAULO - SP - BRAZIL 01.2010 - 01.2014
Skills
- Materials handling and transport
- Inventory organisation
- Team player
- Self-motivated
- Staff development
- Outbound call productivity monitoring
- Recruitment and training
- Problem-solving abilities
Languages
Portuguese
Native
Italian
Upper intermediate
English
Elementary
Timeline
Hotel Porter
Hotel 87 eighty-seven
09.2020 - 03.2021
Chambermaid
Best Western Park Hotel
07.2020 - 03.2021
Warehouse Picker
Amazon
04.2020 - 01.2023
Call Centre Supervisor
Concentrix Brasil
08.2018 - 09.2019
Public Relations Assistant
Access Midia
02.2016 - 10.2016
Diploma of Higher Education - COMMUNICATION AND MARKETING
Universidade Nove De Julho - Uninove
01.2010 - 01.2014
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