Francesca Ferraiuolo
Plzeň
Summary
Dynamic Customer Service Specialist committed to delivering exceptional support and enhancing client satisfaction through effective problem-solving and conflict resolution. Strong communication skills and dedication to fostering teamwork enable seamless adaptation to evolving business needs. Proven expertise in managing front office operations ensures smooth daily workflows while prioritizing a positive customer experience. Recognized for reliability and a proactive attitude, thriving in collaborative environments and excelling at multitasking under pressure.
Overview
14
14
years of professional experience
1
1
Certificate
Work History
Customer Service Consultant
Global Telesales
11.2021 - 09.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new team members on customer service protocols and company policies.
- Managed customer accounts using CRM systems to ensure accurate information tracking.
- Developed and implemented strategies to enhance customer satisfaction and retention rates.
- Collaborated with cross-functional teams to address complex customer issues efficiently.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Increased client retention through exceptional service and timely solutions to issues.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Collaborated with team members to share best practices and improve overall performance within the department.
- Maintained comprehensive knowledge of product offerings and company policies through continuous learning initiatives such as workshops or webinars.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Enhanced team communication through regular briefings, fostering a more cohesive working environment for better productivity levels.
- Assisted management in implementing new policies and procedures, leading to improved service quality across the department.
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
- Audited documentation to identify errors and documented findings for review and action.
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer contact centre information clerk
DIFFERENT FASHION s.r.o.
09.2019 - 10.2021
- Responded to customer inquiries, providing accurate information and resolving issues promptly.
- Assisted in managing customer accounts, ensuring data accuracy and up-to-date records.
- Collaborated with team members to enhance customer service processes and workflows.
- Adapted quickly to new software systems for tracking customer feedback and support requests.
- Developed effective communication strategies to improve customer satisfaction rates consistently.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Streamlined communication channels for improved customer relationships and increased loyalty.
- Monitored overall trends in customer satisfaction levels utilizing data-driven analysis tools.
- Assisted in creating promotional materials aimed at engaging prospective clients while highlighting unique advantages of company productsservices.
- Analyzed consumer feedback to identify areas for improvement in products or services offered by the company.
- Coordinated with multiple departments to address complex customer issues efficiently and effectively.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
Language school teacher
Language school "Jazyková škola Strejc"
09.2019 - 08.2021
- Developed engaging lesson plans tailored to diverse student needs.
- Facilitated interactive language workshops to enhance speaking and listening skills.
- Implemented assessment tools to evaluate student progress and adapt instruction accordingly.
- Provided constructive feedback to students, fostering a supportive learning environment.
- Mentored new instructors on classroom management techniques and effective teaching strategies.
- Established a positive classroom environment that promoted respect, collaboration, and open communication among students from diverse backgrounds.
- Enhanced student understanding of complex linguistic concepts through the use of real-world examples and engaging materials.
Translator
EUFRAT Group s.r.o.
03.2012 - 06.2020
- Reviewed translated materials for accuracy, improving overall quality and adhering to industry standards.
- Provided real-time interpretation services during conferences, contributing to seamless communication between speakers and attendees.
- Translated technical documents ensuring clarity and consistency across multiple languages.
- Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
- Completed precise translations of official documents with correct words and phrasing to meet legal standards.
- Developed and maintained glossary of technical terms.
- Interpreted spoken and written languages other than English and vice versa.
- Reviewed, edited and proofread translated documents for accuracy.
Translator
DAIKIN INDUSTRIES CZECH REPUBLIC s.r.o.
09.2015 - 12.2019
- Translated technical documents ensuring clarity and consistency across multiple languages.
- Collaborated with engineers to understand product specifications and terminology for accurate translations.
- Provided real-time interpretation services during conferences, contributing to seamless communication between speakers and attendees.
Transport planner
DHL Express (Czech Republic) s.r.o.
01.2018 - 06.2018
- Analyzed transport routes to optimize delivery schedules and reduce transit times.
- Collaborated with cross-functional teams to enhance operational efficiency and service reliability.
- Conducted risk assessments for logistics operations to ensure compliance with regulations.
- Trained junior staff on best practices in transport planning and logistics management.
- Improved transportation efficiency by analyzing and optimizing route plans for various modes of transport.
Translator
DARUMA spol. s r.o.
03.2012 - 01.2017
- Reviewed translated materials for accuracy, improving overall quality and adhering to industry standards.
- Translated technical documents ensuring clarity and consistency across multiple languages.
- Completed precise translations of official documents with correct words and phrasing to meet legal standards.
- Developed and maintained glossary of technical terms.
- Maintained glossaries of terms, streamlining translation processes and ensuring uniformity across projects.
Education
Bachelor of Arts - Faculty of Arts - Philology
University of West Bohemia
Pilsen, Czechia09.2016
High School Diploma -
Liceo Scientifico Statale "Francesco Severi"
Castellammare Di Stabia (NA) / ITALY07.2011
Skills
- Bilingual in Italian and Czech
- Language proficiency levels
- Autonomous data processing / Digital applications skills
- Customer complaint resolution
- Intermediate English certification (FCE)
- French language proficiency (DELF B1)
- Customer service experience / Call center experience
- Effective problem resolution
- Proficient in task and time management
- Collaborative teamwork
- Valid B driving license
- Willingness to embrace new challenges
Certification
Retraining course for administrative workers - accreditation from the Czech Ministry of Education
Languages
English
Full Professional
French
Professional Working
Italian
Native or Bilingual
Timeline
Customer Service Consultant
Global Telesales
11.2021 - 09.2025
Customer contact centre information clerk
DIFFERENT FASHION s.r.o.
09.2019 - 10.2021
Language school teacher
Language school "Jazyková škola Strejc"
09.2019 - 08.2021
Transport planner
DHL Express (Czech Republic) s.r.o.
01.2018 - 06.2018
Translator
DAIKIN INDUSTRIES CZECH REPUBLIC s.r.o.
09.2015 - 12.2019
Translator
EUFRAT Group s.r.o.
03.2012 - 06.2020
Translator
DARUMA spol. s r.o.
03.2012 - 01.2017
Bachelor of Arts - Faculty of Arts - Philology
University of West Bohemia
High School Diploma -
Liceo Scientifico Statale "Francesco Severi"