GIULIA SILVESTRI
SOUTHAMPTON,Hampshire
Summary
Dedicated professional with extensive expertise in communication and interpersonal skills, crisis intervention, and victim support. Proficient in conflict-resolution, emotional resilience, and risk assessment. Adept at report writing, interviewing, and reflective practices. Well-versed in legal systems, data protection regulations including the Data Protection Act and GDPR, and a Protecting Vulnerable Groups (PVG) scheme holder managed by Disclosure Scotland. Skilled in data analysis using R, customer relationship management (CRM) and proficient in MS Office applications including Word, Excel, PowerPoint, and Outlook. Committed to leveraging skills to support vulnerable populations while ensuring compliance with legal standards.
Overview
9
9
years of professional experience
Work history
Customer Success Manager
Formalize
Aarhus, Denmark
08.2023 - Current
- Conducted Customer Success initiatives for SaaS legal software platform, specialising in tracking and analysing metrics using statistical techniques to drive user engagement, adoption, and retention.
- Proposed policy and process adjustments to improve customer experience with a result of a 24% increase in 5 stars G2 reviews within 6 months.
- Developed and executed comprehensive onboarding programs and training for both internal team members and external customers, ensuring proficiency in using the platform and understanding key legal workflows.
- Collaborated cross-functionally with product development and marketing teams to incorporate customer feedback into product enhancements, feature updates, and marketing strategies.
- Led initiatives to improve internal processes and workflows, optimizing efficiency and effectiveness in delivering customer success initiatives.
- Successfully hired 4 new Customer Success Representatives by implementing a data-driven selection process using semi-structured interviews and FirstMind psychological assessments.
- Organised regular team meetings, improving communication and collaboration within the team.
Victim Support Scotland Volunteer
Victim Support Scotland
Edinburgh
08.2022 - 08.2023
- Accompanied victims (adults, teenagers and children) to court hearings offering crisis intervention.
- Assisted victims in the High Court of Justiciary and Sheriff Court Edinburgh on the day of Trial.
- Offered legal support by having an in-depth knowledge on the Criminal Justice System.
- Direct communication with Victim Information and Advice (VIA), Court Officers, Tribunal Staff, and Police Officers.
- Completed structured needs and risk assessments, employing listening and asking questions to determine levels of danger and develop maximally effective safety plans by implementing all special measures to preserve victim' testimony such as remote weblink or obscuring screen.
- Facilitated service for victims with long term support needs by providing referrals to external organisations, such as Victim Support Scotland Funds and Women's Aid.
- Drafted comprehensive end-of-day reports accurately following victim interactions whilst adhering to confidentiality protocols.
Customer Service Representative
Trainline
Edinburgh
07.2021 - 01.2022
- Helped customers over phone with issues regarding refunds, exchange, details about their accounts and sales of train tickets.
- Administered assisted travel for disabled customers with an empathetic manner.
- Organised and assisted customers by providing the fastest and most suitable route of travelling.
- Handled customer complaints by de-escalating situations and providing appropriate solutions to guarantee positive outcomes.
- Managed high-volume customer queries simultaneously through effective multitasking and resourcefulness.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Processed orders promptly ensuring a positive shopping experience for customers.
Store Associate
Holland and Barrett
Edinburgh
09.2019 - 07.2021
- Provided exceptional customer service, handling customer inquiries and resolving issues in a timely and effective manner.
- Managed a high-volume of customer inquiries simultaneously, utilising effective multitasking and problem-solving skills.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Collaborated with colleagues to maintain a clean and organised store environment, ensuring a positive shopping experience for customers.
Bar & Lounge Supervisor
Dunstane Houses
Edinburgh
09.2017 - 08.2019
- De-escalated situations involving disorderly and intoxicated customers.
- Assisted Operations Managers in all areas during shifts.
- Supervised and trained a team of bar and lounge staff, ensuring excellent customer service and maintaining a clean and organised environment.
- Managed a high-volume of customer inquiries and requests during peak hours, utilising effective communication and problem-solving skills.
- Collaborated with colleagues to maintain a positive and professional work environment, ensuring a high level of customer satisfaction.
Flight Attendant
Ryanair
Edinburgh
12.2015 - 08.2017
- Provided excellent customer service to passengers, handling customer complaints and resolving issues in a professional and courteous manner by utilising effective communication and conflict resolution skills.
- Maintained firm yet positive attitude when assisting distressed passengers having panic attacks and phobias by providing reassurance.
- Ensured the safety and well-being of passengers during flights, adhering to strict safety protocols and procedures.
- Collaborated with cabin crew to maintain a clean and organised aircraft environment, ensuring a positive passenger experience.
Education
Bachelor of Science - Psychology
University of Edinburgh
Edinburgh 09.2019 - 07.2024
Master of Science - Forensic Psychology
University of Winchester
Winchester 09.2024 -
Skills
Communication and Interpersonal:
- Crisis intervention
- Victim Support
- Conflict-resolution
- Emotional resilience
- Risk assessment
- Report Writing
- Interviewing
- Reflective Practices
- TIC training
Legal:
- Legal Systems
- Data Protection Act and GDPR
- Protecting Vulnerable Groups (PVG) scheme holder managed by Disclosure Scotland
Software:
- Data analysis in R
- Customer Relationship Management (CRM)
- Citation - Zotero
- MS Office - Word, Excel, PowerPoint, Outlook
Languages
Italian
Native
English
Fluent
Spanish
Intermediate
Interests
Journaling, baking, painting and outdoor activities such as walking or picnics.
Timeline
Master of Science - Forensic Psychology
University of Winchester
09.2024 -
Customer Success Manager
Formalize
08.2023 - Current
Victim Support Scotland Volunteer
Victim Support Scotland
08.2022 - 08.2023
Customer Service Representative
Trainline
07.2021 - 01.2022
Bachelor of Science - Psychology
University of Edinburgh
09.2019 - 07.2024
Store Associate
Holland and Barrett
09.2019 - 07.2021
Bar & Lounge Supervisor
Dunstane Houses
09.2017 - 08.2019
Flight Attendant
Ryanair
12.2015 - 08.2017
Similar Profiles
Helen BarberHelen Barber
Vocational Skills Coach/Technical Trainer at Learning Curve GroupVocational Skills Coach/Technical Trainer at Learning Curve Group
Aden HalfordAden Halford
Customer Assistant at Marks & SpencerCustomer Assistant at Marks & Spencer
Craig BrownCraig Brown
Managing director at Inkwell Print and Mail C.I.CManaging director at Inkwell Print and Mail C.I.C
Ahmad NawazAhmad Nawaz
Security officer at Systematic SecuritySecurity officer at Systematic Security
Amanda WhitlockAmanda Whitlock
Senior Customer Success Manager (or) Senior Manager, Customer Success at AmplifySenior Customer Success Manager (or) Senior Manager, Customer Success at Amplify