Antonio De Gaetano
Bournemouth,Dorset
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work History
Senior Customer Service Executive
TTEC
Bournemouth - Remote, Dorset
03.2023 - Current
- Trained, coached and mentored several Customer Service Associates to consistently meet and exceed targeted department KPIs.
- Increased first time resolution of customer queries by 81% by equipping customer service team of 10 with appropriate training.
- Overcame customer objections by troubleshooting issues to determine suitable solutions.
- Unearthed added value for existing customers by implementing improvement measures to increase customer satisfaction scores by 80% within 6 months.
Customer Service Team Leader
Sitel UK
Bournemouth - Remote, Dorset
06.2022 - 12.2022
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
- Facilitated conflict resolution by implementing protocols and investigating issues through to completion.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Liaised between customers and internal departments to address and resolve customer service concerns.
Customer Service Representative
Sitel UK
Bournemouth - Remote, Dorset
07.2021 - 06.2022
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Consistently achieved service rating targets, managing customer inquiries with personalized care and attention.
Customer Service Advisor
Webhelp
Bournemouth - Remote, Dorset
11.2020 - 07.2021
- Offered prompt solutions to maintain customer satisfaction.
- Offered detailed advice on product and service benefits.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
Technical Customer service provider
Teleperformance Hellas
Athens, Attica
01.2020 - 11.2020
- Set appointments with field teams to carry out service changes or deliver new products.
- Obtained feedback from customers to improve service experience.
- Handled in-person, email and mailed correspondence.
- Completed transactions to replace or exchange defective items.
- Advised customers on availability, pricing and location of products.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
Customer Service Representative
Echo-U Ltd
Bournemouth, Dorset
09.2019 - 01.2020
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Managed high-volume customer queries simultaneously through effective multitasking.
Customer Sales Associate
Merck Millipore UK
Poole, Dorset
11.2018 - 08.2019
- Assisted customers with product selection and sales, recommending items to increase transaction value.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Operated cash registers with accuracy and processed cash and card transactions.
- Informed management of potential security threats and issues for action.
- Verified receipts against purchase records before handling product refunds, returns or exchanges.
- Generated sales reports to guide management decisions and strategies.
- Explained product benefits maximising customer engagement while driving sales.
Education
Bachelor of Science - Biological Sciences
09.2011 - 07.2015
- Professional development completed in Hygiene and Microbiology
- Member of Royal Society of Biology
- Continuing education in Microbiology
Higher National Diploma - Scientific Studies
09.2005 - 07.2010
Skills
- Customer service training
- KPI management
- Call monitoring
- Staff performance management
- Thought leadership
- Product expertise
- Customer support management
- Customer success management
- First class customer service
- Complaint investigation techniques
- Customer service and retention strategies
- Account management
- Warm lead generation
- Help desk experience
- IT and telephony systems knowledge
Languages
English
Fluent
Italian
Native
Certification
- Principle of Management ISO 9001/2015 Training - 2018 /2019
- Management & Coaching, Sitel Group - 2022
Timeline
Senior Customer Service Executive - TTEC
03.2023 - Current
Customer Service Team Leader - Sitel UK
06.2022 - 12.2022
Customer Service Representative - Sitel UK
07.2021 - 06.2022
Customer Service Advisor - Webhelp
11.2020 - 07.2021
Technical Customer service provider - Teleperformance Hellas
01.2020 - 11.2020
Customer Service Representative - Echo-U Ltd
09.2019 - 01.2020
Customer Sales Associate - Merck Millipore UK
11.2018 - 08.2019
University of Naples Parthenope - Bachelor of Science, Biological Sciences
09.2011 - 07.2015
Liceo Scientifico - Filippo Silvestri - Higher National Diploma, Scientific Studies
09.2005 - 07.2010
Similar Profiles
Tisha WestTisha West
Customer Service Representative at TTECCustomer Service Representative at TTEC
Tirzah BoulwareTirzah Boulware
Customer Service Representative at TTECCustomer Service Representative at TTEC
Wendy WeaverWendy Weaver
Banking Assistant at TTECBanking Assistant at TTEC