Laura Martucci--東京都府中市若松町 2-16-2 グランドソレーユ 201
CAREER OBJECTIVE
Customer Service Specialist with extensive management experience. Strong interpersonal skills with
certification in employee mediation and team building. Innovative problem solver; developed and
implemented new service strategies to increase customer satisfaction.
PROFESSIONAL EXPERIENCE
The Prince Gallery Tokyo Kioicho- The Prince Hotel
(Reservation department - Guest Service)
Jan 2020-Present
-Deal phone calls with guests (Japanese/English/Italian)
-English/Japanese translation
-Rooms check
-Daily reports
株式会社ディー・エヌ・エー【DeNA】
(Customer Service Support)
August 2019- Jan 2020
- Answer customers' inquiries by email and ensure the quality of replies.
- Escalate and resolve issues.
- Analyze data; cooperate with the development team to ensure constant improvement of
the services and customer satisfaction.
-Deal purchases issues/refunds
- Develop and maintain a deep knowledge of products and services.
- Operation and KPI management
- Ticket Translation (English to Japanese, Japanese to English, Japanese to Italian, Italian
to English)
Contact Center Citizens Service Roma Capitale 060606, Rome, Italy
(Customer Service Support)
September 2018-June 2019
- Citizens helping in bureaucratic matters with the help of the Database System
- Answer phone calls and emails
- Send complains of the citizens to the city hall
Royal Host, Tokyo, Japan
Waitress
February 2018- May 2018
- Present menu, make suggestion, explain the menu to foreigner guests
- Take orders, serve the guests
- Clean hall and tables
- Cash handling procedures
Nara Camicie Shop, Rome, Italy
Shop Assistant
January 2017- August 2017
- Welcoming clients and providing them advices about the store’s products, finding a good
match for their needs
- Tidying and cleaning the store and check the stock
- Cash handling procedures
- Setting up the shop windows
Road House Grill, Rome, Italy
May 2015- November 2016
- Taking costumers orders and delivering food and beverages
- Making menu recommendations
- Tidying and cleaning the hall
- Checking the quality of the food
ADDITIONAL SKILLS
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Excellent time management
Strong interpersonal and communication
Proficient in Ms Word, Excel and PowerPoint
Planning and organizing skills
Open minded with the ideas of other people
Always motivated to work especially if the environment is fun
LANGUAGE ABILITIES
English Proficiency Business level
Japanese Proficiency Business level
Italian Proficiency Native level
EDUCATION
- Yoshida Institute School
Japanese Language Program
July 2019 – March 2020
- University “La Sapienza”, Rome, Italy
Degree Oriental Studies- Japanese curriculum
Graduation period September 2014 – December 2018
- 上智大学- Sophia University, Tokyo, Japan
言語教育研究センター (Exchange Student)
Center for Language Education and Research
Enrolment period September 2017-February 2018
