lorena riccardi call center agent maintained 90 customer service satisfaction 5 consecutive years responsible dynamic call center representative 4 years relevant experience excellent qualities customer service indepth experience assessing individual needs upselling crossselling solutions serve better customer company 39 0005367 lorena riccardigmailcom linkedincominlorericcardi work experience call center supervisor wolf travel inc oct 2018 oct 2020 oversaw resolution incidents related reservations flight schedule modifications cancellations achieving 90 satisfaction rate monitored inquiries made weekly reports supervised coordination calls forms sent users clients company evaluate degree satisfaction quality call center agent momoka insurance may 2016 sep 2018 practiced telephone customer service processing information requests inquiries made internet 5080 calls requests per day elaborated management queries resolution incidents coordinated different communications clients convey information promotions new services education villaville college sampdoria bachelors marketing sales 2012 2016 skills hard skills quality assurance controls telephone marketing techniques client relationship management operations optimization customer needs analysis soft skills quick learner languages english native italian native patience teamwork leadership conflict resolution