Michele Convertino
Amsterdam
Summary
Reliable team member, a fast learner with a strong work ethic and the ability to work independently towards the targets set by the team. I developed excellent skills in customer service, reaching proficiency on different software and platforms for the travel industry and the finance sector. I also matured an established experience as a manager, learning diverse tasks and soft skills with excellent results measurable in profits and reputation, and proved transparency towards the company and staff. Furthermore, as a graduate in Journalism, I gained expertise in investigative reporting and digital tools for investigations whilst developing expertise in interviewing and multimedia productions.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Representative
Phoenix Group
Edinburgh
01.2023 - 07.2023
- Operated in accordance with company regulation and financial legislation
- Assisted customers with varying questions using product knowledge and service expertise.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Processed high-value payments with meticulous accuracy.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
General Manager
McNeil&Greenan LTD
Edinburgh
03.2018 - 01.2023
- Assured public order in the premises according to legislation
- Built and maintained loyal, long-term customer relationships through effective account management.
- Recruited top-performing candidates to build staff retention and team performance.
- Delivered business strategy to drive revenue and operational efficiencies.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Generated business, cost and employee reports to management.
- Developed and implemented budgetary and resource allocation plans.
- Scheduled regular team meetings to discuss business updates, issues and recommendations.
- Resolved internal staff conflicts to mutual benefits of all parties involved.
- Analysed accounting and financial data to get holistic view of company financial health.
Customer Service Representative
Trainline
Edinburgh
05.2022 - 08.2022
- Provided clients with travel information and remote assistance for multiple carriers across Europe
- Researched and investigated potential frauds flagged up by the booking system
- Managed 40+ daily calls, taking orders and escalated cancellations.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Adhered strictly to policies and procedures for continued company compliance.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Processed inbound customer calls, providing information on service or product upgrades
Content Analyst
Nutmeg Magazine
Edinburgh
05.2018 - 06.2018
- Content analysis and sports journalism feature writing: I produced a comprehensive Excel spreadsheet on content organized and analyzed under different categories and angles, to provide the editor with improvements for future editions.
- Conducted market research to guide organisational strategy and decision-making.
- Actioned feedback from service users, resulting in improved satisfaction levels.
Duty Manager
Shebeen Restaurant
09.2016 - 02.2018
- Actioned and resolved guest feedback to boost service quality.
- Improved team performance by conducting reviews and KPI data analysis.
- Inspected rooms and reception areas to achieve pristine presentation and cleanliness.
- Initiated and implemented plans to improve customer relations, quality standards and service efficiency.
- Handled guest complaints to protect brand reputation.
- Stored cash floats and delivered secure banking procedures.
Correspondent
notiziegeopolitiche.net
Remote
08.2014 - 10.2016
- Researching and interviewing for news and feature articles, content creation
- Editing draft articles and general editorial responsibilities
- Pursued and independently developed stories covering broad range of topics.
- Produced stories for traditional and digital platforms, maximising visibility.
- Evaluated and followed up on news leads and tips, developing key story ideas.
- Produced well-written and accurate stories to deadlines.
- Sought out primary sources and conducted original interviews.
- Adhered to Journalism Code of Ethics as well as organisational guidelines.
Assistant Manager
Field Restaurant
Edinburgh
09.2015 - 08.2016
- Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
- Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
- Recruited, interviewed and hired high-performing individuals, developing passionate, dedicated teams.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
Duty Manager
Nicholson's Pubs
Edinburgh
02.2012 - 08.2015
- Actioned and resolved guest feedback to boost service quality.
- Wrote end of shift reports to facilitate service continuity.
- Handled guest complaints to protect brand reputation.
- Stored cash floats and delivered secure banking procedures.
Education
Bachelor of Arts - Journalism
Edinburgh Napier University
Edinburgh 08.2019 - 07.2021
HND - Journalism
City of Glasgow College
Glasgow 08.2017 - 07.2019
Skills
- Adaptability
- Communication
- Collaboration
- Microsoft Office
- Problem solving/Analysis
- Open-source Investigation
- Customer Service
- Editing
Languages
English
Fluent
Timeline
Customer Service Representative
Phoenix Group
01.2023 - 07.2023
Customer Service Representative
Trainline
05.2022 - 08.2022
Bachelor of Arts - Journalism
Edinburgh Napier University
08.2019 - 07.2021
Content Analyst
Nutmeg Magazine
05.2018 - 06.2018
General Manager
McNeil&Greenan LTD
03.2018 - 01.2023
HND - Journalism
City of Glasgow College
08.2017 - 07.2019
Duty Manager
Shebeen Restaurant
09.2016 - 02.2018
Assistant Manager
Field Restaurant
09.2015 - 08.2016
Correspondent
notiziegeopolitiche.net
08.2014 - 10.2016
Duty Manager
Nicholson's Pubs
02.2012 - 08.2015
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