Lorenzo Fantacuzzi

NAME Lorenzo Fantacuzzi via Benadir 6 00199 Roma Italy mobile: +39 340 - e-mail:-Skype address: lorenzo.fantacuzzi EDUCATION 2010 Master in fraud and antimony laundering at Gib Government 2005 Bachelor degree in Communication science at Camerino State University 2002 Course in Administrative science at Aterno Institute in Pescara 1990 Accounting High School Diploma at Aterno Institute in Pescara. LANGUAGES Italian - mother tongue English - fluent, both written and spoken French - good, both written and spoken Spanish - good, both written and spoken IT SKILLS - Proficient computer skills and in-depth knowledge of MS Office Suite; - Perfect knowledge of Excel knowledge - Standard office administrative practices and procedures SKILLS Customer care experience and Supervisor/Team Leader and Quality manager experience: Mentored and motivated the customer's service team, supporting them with difficult and complex complicated customers’ queries. Trained and coached new team members. Communicated with customer service manager regarding trends, required updates and changes in the department. Completed quality checks for the team. Developed ideas to improve processes and products and took an active part in implementing solutions. Completed probationary and annual appraisals for team members. Worked closely and proactively with other teams to ensure issues were addressed. Ensured inter-team processes and issues were constantly evaluated and improved Communicated with the customer service team to ensure that the team understood new processes or game key features Respond promptly and effectively to incoming customer communication via the internal messaging system emails, chat and telephone. Provide online technical customer support. Process affiliates' and agents requests. Administrative duties: bank transfers, credit card transactions, etc. Handle and maintain good relations with customers, affiliates and agents on a daily basis. Update the Customer Care Manager regarding recurring customer issues. Conducts a quality review of chats representatives’ performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved. Audits representatives' chats and/or correspondence, observing performance, techniques, and application of guidelines and procedures. Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to users Provides critical data used to generate weekly or monthly reports on the performance chats representatives Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in the business unit's policies and procedures Mentors newly hired representatives to ensure a smooth transition from the learning environment to daily production environment and may participate in providing formal training JOB EXPERIENCES - - From December 2017: Quality manager at Nexxie group. From November 2016: Customer care representative and back-office activities. Chat moderator activity, for Nexxie Group. From June 2015: Customer care representative customer for the business customer and back office, Chat moderator for ENI Gas & Power and Enjoy Car for English customers. From November 2013: Account verification at GVC/Betpro based home activities, main duties: AML/KYC-Conduct research to identify suspicious or illegal activities and report findings. Review and ID verify Affiliates prior to their first payment Fraud checks, review and approval of Affiliate earnings.  From October 2012: Customer Service Representative for Italian customers at GVC LTD/Betpro Malta, replying to emails, chat/bingo chat host and phone calls at betpro.it using Isolution program. Experience as fraud analyst, main activities and responsibilities: checking and approving cash in and cash out, credit card transaction with the back office of APCO and Italian post office and ID approval and chargeback control. Team Leader experience: Customer Service Manager for Italian customers at Betpro.it Malta. Main activities and responsibilities: Supervising KPI and CSI index, supervising agents work quality, training new staff and managing interviews of possible new CSR candidates, organizing shift plan.  August-October 2012: Proofreading and editing activity for Gibraltar International Magazine at Gibraltar.  March 2010–August 2012: Customer Service Representative for Italian customers at Vodafone International. Main activities and responsibilities: fraud department and customer care for Italian customers, replying to emails and phone calls, payment management. Team Leader experience: Supervising agents work quality, training new staff and organizing the shift plan.  From January 2007-March 2010: Several activities at Vodafone Italia, Rome. Main activities and responsibilities: Customer service VIP customer, back office, IT queries, management of corporate complaints. Manager assistant with the following duties: answering and managing incoming calls, receiving and interacting with incoming visitor and external clients, co-ordinating project-based work, reviewing operating practices and implementing improvements where necessary.  From January 2005-December 2006: Customer Service Representative at Generali Assicurazione Roma. Main activities and responsibilities: Customer service activity answering phone calls and emails, back office, IT query and B2Bexperiences. VARIOUS EXPERIENCES - Editing and proofreading, language courses.