Sabrina Nurra

ABOUT ME I currently work in Global Customer Care at IWG plc, managing global customers with a focus on quality and satisfaction. I handle over 400 tickets per month, consistently achieving 100% of quality KPIs and earning the maximum bonus. In the past, I worked in communications and events, having graduated in Communication Sciences, and developed skills in customer care, digital marketing and consultative sales in international sectors such as cruises, events and hospitality. Key skills: customer management, remote support, consultative sales, digital marketing, event organisation, multi-channel communication. SABRINA NURRA Languages: English, Italian. International background and consolidated remote experience. Since I was a child, I have been passionate about writing and I love travelling and encountering other cultures. W O R K EX P ER IEN C E IWG PLC – GLOBAL CUSTOMER CARE AGENT REMOTE, 2024 - I currently work here Global customer support management (English, Spanish, French, Italian speakers). Resolution of over 400 tickets/month via CRM, email and chat. Among the highest performers in the team → consistently achieved the quality excellence bonus. MC2 LAB - DIGITAL MARKETING SPECIALIST L A N G U A G E C ER T IF IC A T IO N S ENGLISH LANGUAGE B2 CAMBRIDGE ENGLISH FCE CERTIFICATE Wimbledon School of English, London (UK), 2016 INTERNATIONAL CLASSIFICATION: level B2 FRENCH LANGUAGE DIPLOME D' ÈTUDES EN LANGUE FRANÇAISE Alliance Française, Genova (GE), 2014 INTERNATIONAL CLASSIFICATION: DELF A2 GENOVA, 2022 - 2023 Digital project management for SMEs and professionals. SEO campaigns, social media, newsletters and landing page creation. KPI analysis and marketing performance optimisation. AD FOOD CATERING - COMMUNICATION & EVENT MANAGER AVEGNO (GE), 2020 - 2022 Organisation of weddings and corporate events (Italian and international clients). Management of online/offline corporate communications. Direct contact with clients and suppliers, on-site event supervision THE HONEY BAR - ASSISTANT MANAGER GENOVA, 2019 - 2020 Staff coordination and daily operations management Customer service in an international and dynamic environment Cash management and decision-making support for managers COSTA CROCIERE - CUSTOMER CARE & SALES RESERVATION AGENT GENOVA, 2018 - 2019 Direct sales of cruise packages (B2C). Personalised advice and upselling of services. End-to-end management of customer bookings. EMPYRE GYM CLUB - COMMUNICATION & FRONT DESK GENOVA, 2018 Daily management of the front desk, welcoming and assisting customers. Responsible for registrations, membership renewals and customer care (by telephone, email and in person). Creation and management of internal and external communication materials (newsletters, flyers, promotions). Collaboration with the marketing team on local promotional campaigns and loyalty activities. O T H ER C ER T IF IC A T IO N S BOOSTER ACADEMY by Giulia Fiorenza, 2025 Marketing and sales strategies on Instagram INDUCTION CRUISE SALES EXPERT Costa Crociere Spa, 2018 Marketing strategies, customer profiles and sales models, management systems, products and pricing ECDL - EUROPEAN DRIVING LICENCE Università degli Studi di Genova, Genova (GE), 2014 INTERNATIONAL CLASSIFICATION: CORE e FULL STANDARD NOVOTEL - FRONT DESK AGENT GENOVA, 2017 Reservation management, check-in/check-out and international customer service Upselling and complaint management with a customer-oriented approach. BALL BROTHERS OF LONDON - BAR SUPERVISOR LONDON, 2015 - 2016 Supervision of the team of bartenders and floor staff. Training new staff members. Order and supply management, keeping costs under control. ED U C A T IO N WEB E SOCIAL MEDIA MARKETING SPECIALIST Challenge Network, 2022 Marketing strategies, Web marketing, Brand Identity, Wordpress and CRM, SEO, Social Medias, Google e Facebook Ads, Email Marketing, E-commerce, Personal Branding. BACHELOR'S DEGREE IN COMMUNICATION SCIENCES Università degli Studi di Genova, 2022 Communication sciences and technologies, journalism, media languages, communication and international relations, advertising techniques and cultural industries (publishing, cinema, theatre, television, radio, new media) MASTER IN HOSPITALITY MANAGEMENT ELIS Corporate School, 2017 - Front office & MICE management - Hotel coaching & guest experience - Sales and clusters - Architecture and management systems. DIPLOMA IN SOCIAL ACTIVITIES - COMMUNITY MANAGER Istituto Magistrale Piero Gobetti, 2013