Eleonora Sanna

Curriculum vitae PERSONAL INFORMATION Eleonora Sanna Rua Do Forno Do Tijolo, 4esq,- Lisbona (Portogallo) --Skype elleunora.sanna EDUCATION AND TRAINING 06/09/2001–10/07/2006 High School of Arts and Design High School Diploma specializing in Architecture, Cagliari (Italy) - Laurea Conservatorio Giovanni Pierluigi da Palestrina, Cagliari (Italy) WORK EXPERIENCE 14/05/2018–Present Policy Management Agent BNP Paribas, Lisbon (Portogallo) Managing all requests from partners and customers Checking all the required documentation, Dealing with personal and very sensitive details and analyzing with different tools Preparing the data and making sure that is meeting the daily and monthly standards Processing payments, rejections , documentation ensuring always professional manners and privacy Business or sector Banking 01/09/2017–30/04/2018 Back Office Analyst Eurofirms, Lisbon (Portugal) ▪ Provide executives with analytics and decision-support tool used as the basis for reorganization, consolidation and alignment with social media's algorithm ▪ Partnered with developers to automate manual processes, saving money and time while decreasing errors ▪ Performed quality assurance, system integration and user acceptance testing facilitating on-time, on budget and acclaimed "go-live" of enterprise implementations for up to 2 billions of users. 01/10/2015–30/12/2016 Content Analyst ( Wacom Projetc ) Lisbon (Portugal) ▪ Monitoring random calls to improve quality, minimise errors and track call centre agent performances. ▪ Participate in client meetings to discuss findings and on-going recommendations. ▪ Maintain high quality deliverables in daily workflow. ▪ Helping phone team providing technical assistant using remote desktop terminal. ▪ Helping staff in troubleshooting technical issues for any supported device after 1st level agent escalation on 2nd level. ▪ Working evenings, weekends and public holidays in order to meet service requirement. Page 1 / 4 Curriculum vitae 01/03/2015–30/06/2015 Eleonora Sanna Technical Chat Agent ( Netflix Project ) Lisbon (Portugal) ▪ Resolving customer's issues with regards to Customer Service or Technical support via Remote Desktop control ▪ Responding to a customer queries in a timely and professional manner ▪ Troubleshooting technical issues for any supported versions of Windows and Mac ▪ Handling incoming chats and calls when requested and prioritizing tasks and to involve other teams when needed by following escalation procedures ▪ Dealing with personal dataTool used : Obiwan 01/02/2015–30/09/2015 Queue Analyst ( Microsoft Project ) Athens (Greece) ▪ Queue Analyst after accomplished Microsoft training provided. ▪ Helping phone and chat team providing technical assistant using remote desktop terminal ▪ Helping agents in troubleshooting technical issues for any supported versions of Windows and Office after call center agents escalation on tech dept. ▪ OS : Windows 7 - Windows 8 - Windows 8.1 - Windows 10 - Office 2010 - Office 2013 - Office 365 Personal - Home (ECDL) ▪ Tool used : CAP - CCF - ASD - LOG ME INDealing with personal data 01/09/2014–30/12/2014 Technical support Agent ( Apple project ) Athens (Greece) ▪ Handling incoming emails and resolving customer's issues with regards and attentions to details ▪ Providing technical support in every request with professional manners ▪ Checking accounts and dealing with confidential dataAnalysis and maintenance of the costumers account 01/03/2014–30/07/2014 Costumer Care Agent XCSE, Berlin (Germany) ▪ Handling Inbounds calls ▪ Supporting costumers through their particular issues and request ▪ Checking the database with their personal details ( dealing with confidential data ) ▪ Analysis and maintenance of the customers accountsArchive client and product information 01/11/2011–03/08/2013 Costumer Care Agent D - Max, Cagliari (Italy) ▪ Handling outbounds calls ▪ Supporting costumers through their particular issues and requestChecking the database with their personal details ( dealing with confidential data ) 01/05/2009–30/10/2011 Receptionist T - Hotel, Cagliari (Italy) ▪ Taking bookings by phone ▪ Welcoming and driving guests to their roomsExplaining maps and directions, describing beauties and history of the city PERSONAL SKILLS Page 2 / 4 Curriculum vitae Mother tongue(s) Eleonora Sanna Italian Foreign language(s) UNDERSTANDING SPEAKING WRITING Listening Reading Spoken interaction Spoken production English C1 C1 C2 C2 C1 Spanish A2 A2 A2 A2 A1 Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user Common European Framework of Reference for Languages Communication skills Excellent communication and soft skills Problem-solving attitude Responsibility, Self-respect and self-relianceStrong referential values of fairness, equity and dignityAbility to establish and maintain good work relations with colleagues of different national and cultural backgrounds Organisational / managerial skills Ability to work in stressful situations Ability to adapt quickly to changing business requirements Continuously updating my technical know-how Always trying to push the envelope in things I do Job-related skills Open minded and friendly with great communication skills Ability to work under pressure Multi-tasking Accuracy and adaptability Attention to details Creative thinker Determination Effective listening and encouraging peopleEthicsGoal settings and reliability Digital skills SELF-ASSESSMENT Information processing Communication Content creation Safety Problem solving Independent user Proficient user Independent user Proficient user Proficient user Digital skills - Self-assessment grid Excellent knowledge of Operating Systems : Microsoft Macintosh Windows Microsoft Office Word Internet Other skills A confident and outgoing person, calm by nature and with good telephone manners acquired throughout many different experiences. A genuine desire to achieve results, both personally and as a part of a successful team. A true professional that never shies from responsibilities with a flexible approach towards coordinating, motivating, and leading call centre staff. Driving licence B ADDITIONAL INFORMATION Page 3 / 4 Curriculum vitae Eleonora Sanna I give my permission for the processing of my personal data that is essential for the recruitment process in DW Recruitment company and its Clients, in accordance with the Act of- on the Protection of Personal Data (Journal of Laws No. 133, item 883 amended). Page 4 / 4