Elena Minardi

Elena Minardi 5 Smithfield Street Edinburgh EH112PH --Personal statement A conscientious and professional person with extensive experience in customer care and Pharmaceutical Degree, currently seeking a new position within the customer service sector. Empathic, sensitive, patient and able to manage difficult clients and complaints, A native Italian speaker with fluent English speaking skills, I am also highly motivated and efficient individual. Key Skills Technical Knowledge (Google support for device and Applications) Proficiency in all areas of Microsoft Office, including Access, Excel, Word and PowerPoint Excellent communication skills, both written and verbal (Italian and English) Pharmaceutical Chemistry Degree with 2 years of experience in Physical-Chemistry department for experimental thesis (IR, DSC, Osmometer, viscometer, HPLC). Medical Advisor experience supporting Customer and Professional Operators about use and side effects of most common drugs (Glaxo, Incyte, Allergan). Pharmacovigilance experience. Knowledge about all different type of Chromatography Multilingual Customer care international experience Experience with Oracle and Salesforce Employment History Helpdesk support (Italian speaker) SKY (Oct 2023) Livingstone, UK Hybrid Job Description:- The main function of a Technical Service Desk Analyst is to provide technical assistance to computer system users. A typical technical service desk analyst is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location. Job Responsibilities: Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity May install software or perform hardware testing remotely Enter commands and observe system functioning to verify correct operations and detect errors Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support Customer service (Night Shift) Computershare (Nov 2022-August 2023) The Pavilions, Bridgwater Rd, Bristol BS99 6ZZ Remote Establishes a professional and trusting relationship with clients. Effectively represents the Company's products and services using technical, organizational, and customer knowledge to influence customers and assist them in applying the products/services to their needs resulting in revenue generation. Manages the delivery of products and services from needs analysis to close. As needed, maintains the client’s entity management application Ensures that clients’ service orders are accurately communicated, tracked, and executed. Communicates initial service transition requirements, and manages onboarding steps until client is “live” Identifies trends and additional service opportunities. Serves as a conduit to internal business units and identifies opportunities to improve service delivery. Maintains functional knowledge of Computershare’s processes, systems, products and services and communicate enhancements and modifications to clients. Be an ambassador for Computershare within the industry. Customer service HMRC (Sep 2022-Nov 2022) 1 Sibbald Walk, Edinburgh EH8, UK Remote Skilled tax professionals who tackle the most challenging aspects of tax work. Valuable experience learning how to resolve tax disputes. interact with senior business figures and tackle complex tax issues. Customer service Specialist Unicard (Nov 2021-Apr 2022) Unicard Ltd, Peartree Business Centre, Ferndown, Wimborne BH21 7PT Senior IT Support Business Knowledge and Understanding Business Focused Service Delivery Develop Self Customer Journey Knowledge Providing a Positive Customer Experience Customer Service Support Medical Assistance Coordinator ( Italian Night Shift) AIG -Travel Guard EMEA Limited (May 2019-Nov 2021) Shoreham-By-Sea, BN43. Job duties Create First notification of claims under AIG’s Travel Insurance plans; analyse Medical Assistance. Provide assistance and emergency medical travel services to customers, including pre-travel advice, cost containment, identifying potential recovery opportunities, liaise with customers, corporate clients and providers and create and deliver a communication strategy to meet our customers’ needs and expectations. Provide customer service support re: policy cover, monitoring and reporting on patient status, coordination of travel emergencies, whilst ensuring all case handling is documented in the Liberty System. Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged in accordance with business policy, including use of the Respond database and meet FCA guidelines. Deliver superior customer service whilst ensuring regulatory principles & processes, including TCF (Treating Customer Fairly) policies are followed and delivered consistently. Give care and consideration to cases managed in respect of technical and operational case management quality, complaints reduction, leakage and cost control, reserving accuracy, quality of HCNs, again ensuring department operates within defined regulatory, legal and company policy requirements. Assist with the review of processes and potential risks to ensure the department operates in the most efficient manner possible, reducing transactional costs and risks to the business. Deliver agreed Key Performance Indicators (KPIs) to achieve business objectives, including call answer rate, productivity & quality targets to ensure defined Service Level Agreements (SLAs) are met. Promote a pro-active outbound call culture, including setting clear expectations of service to all customers and stakeholders and delivering the agreed communication strategy. Deliver and reinforce a ‘customer driven’ culture of continual improvement to provide challenging and rewarding environment in which employees develop, take ownership and become empowered to contribute to meeting business goals. Participates in self-development, through QA, case-related training, mentoring, content specific training, as well as feedback to Team Leaders on progress. Performs independent reviews of policy benefits and approves expenses for assistance cases based on interpretation of terms and conditions of policies and within authority limits. Recognises AIG’s global presence and works closely with the other parts of the organisation for the overall objective of improved customer service and treating all customers fairly. Carries out accountabilities and global objectives within the framework of AIG’s TCF, TCP, Fraud prevention and Training & Competency policies You will work on a shift pattern from 08:00pm to 08:00am 4 nights on then 4 nights off (including some public holidays). Order Processing and Fulfillment Customer Service Support (Oracle/Salesforce) 3D Systems (Jul 2018-January 2019) Mark House, Mark Rd, Hemel Hempstead HP2 7UA Job duties Field service coordinator Receive incoming parts and services order requests and process quotes Order issue resolution Track & report daily activities RESPONSIBILITIES (includes but not limited to) Receives incoming parts and services order requests and processes quotes with Oracle and Salesforce Enter quotes in multiple systems accurately and efficiently Follow-up on order issues, troubleshoot and find a resolution for customers Track and report on daily activities and shipments Support Field Service delivery with customer support actions Clean up of the install base Process international shipments (Russian,Turkish, Indian, EMEA countries) with Oracle. Multilingual Medical Information Officer (Italian) ProPharma Group, remote worker (Dec 2017- Apr 2018) Olliver, Richmond, UK Job Description Essential Functions Include: 1. Medical Information service delivery Providing high-quality medical information enquiry handling service by answering technical questions in respect of designated products in an accurate, confident and professional manner. Enquiries may be received via phone, letter, email and fax. Complying with the specific Working Practices (WPs) which have been agreed with designated clients as well as following processes which may be documented in Client Instructions/other documentation. Ensuring that tasks are completed within the deadlines documented in the agreed ProPharma Group SOPs and WPs. Recognising adverse events and defective product reports and handling and reporting these in strict compliance with agreed ProPharma Group SOPs and WPs. Translating English documents into the target language or vice versa, and delivering these translated responses either on the phone or in writing. Using existing standard responses to prepare medical information correspondence (via client databases) or taking responsibility for liaising with the Medical Information Support Services (MISS) department to request the generation of medical information correspondence. Logging all enquiries handled in an accurate, comprehensive and timely fashion into Enquiry Handling Systems. Liaising with Medical Information Assistants to ensure data received from clients is saved on file in a timely manner where applicable. Ensuring that any confidential information or personal data related to ProPharma Group and its clients is managed in accordance with Data Privacy regulations as described in ProPharma Group SOPs. Maintaining awareness of, and ensuring compliance with, the legal requirements and professional guidelines associated with the provision of medical information on behalf of the Pharmaceutical Industry. 2. Quality Assurance Maintaining quality in all areas of the job, particularly reporting of Adverse Events, Product Quality Complaints and logging enquiries into Enquiry Handling Systems. Performing quality checks on Adverse Events, Product Quality Complaints, correspondence to ensure accuracy in all areas of the job. Quality checking translations in line with the translation SOP. 3. General Performing additional tasks within the Company as delegated by the Manager. Having a good working knowledge of, and to comply with, the SOPs of ProPharma Group. Complying with the Company’s health and safety policies. Ensuring the Confidentiality Statement within the Contract of Employment is adhered to at all times in respect of the data and property of ProPharma Group, its clients and employees of the business. Customer care Advisor Italian and English ASOS (Sep 2016-dec 2017) Watford , UK Achievements and responsibilities: ● To ensure customers queries are answered with the aim of a first-time resolution ● To ensure that queries are responded to within our agreed response time ● To ensure the best Customer Care experience is given to all customers ● To achieve KPI’s whilst maintaining excellent quality ● To handle customers across different platforms, including Social Media, Email and Live Chat ● You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries ● Support translation requests Italian and English speaking Customer Service Italian and English speaking Customer Service Advisor (August 2015 – 8 May 2016) XEROX Discovery Court Business Center, 551553 Wallisdown Road, Bournemouth BH125A Achievements and responsibilities: ● Manage the replacement of a broken device ● Troubleshooting for technical issues ● Handle calls, email, chat with the customer (English and Italian) ● Salesforce program ● Cases program ● Give pre-sales information ● Write phone notes about the interactions Service Internship in pharmacy (April 2014 – October 2014) Pharmacy Smeraldo via Montegrappa n 7 20124 Milan Achievements and responsibilities: ● Manage warehouse ● Drugs preparation ● Check expiry date ● Replenishing and restocking drugs, always ensuring a high level of stock management efficiency ● Sales and information role ● Call centre operator Regione Lombardia Call center operator Regione Lombardia (November 2009-May 2015) Gepin contact Via degli Artificieri, 00143 Roma, Italia Achievements and responsibilities: Manage DATABASE MANAGEMENT HEALTH ● Manage calls and email about all activity of Lombardy Region Free CV template by reed.co.uk ● Typing all necessary documents and correspondence as required Call center operator Regione Lombardia (June 2009-September 2009) Almaviva 20142 Milano MI, Italia Call center operator Lombardy Region ● Management switchboard Italtel ● Call center operator Siemens ● Use program SAP for the management of the availability of equipment Siemens (MED or SBT) ● Call center operator Milan City : Management calls for the City of Milan Education Accredited Dispensary Assistants Course (ADAC) Scientia Skills (January 2019-now) ENGLISH INTENSIVE COURSE Wall Street English School Cremona Italy (May 2018- July 2018) ENGLISH INTENSIVE COURSE Home Language Hastings (June 2016- August 2016) University of Parma (Pharmacy) Chemical and Pharmaceutical Technologies Degree 95/110 (November 2013) Levels: ● English – B2 ● Italian – Native Speaker Hobbies & Interests Travel, Music, sport, psychology. References References are available upon request.