Alessandro Skander Indelicato

The company provided national law enforcement with a proprietary software developed for data management and clustering. Main tasks: - 24/7 customer support using Freshdesk ticketing system. - Handling customer data hosted on MongoDB server through javascript based queries. - Operating on docker containers by connecting to servers via ssh. Spoken language : Italian

- Multi-channel support for both software and hardware issues. - Case re-dispatching to team members according to work volume. - Updating pending cases status by sending reports to the team leader. Spoken language : English

- Phone, e-mail and chat support using Zendesk CRM to help customers place, amend and cancel their orders. - Providing customers with information on the product lines. - Communicating with internal departments to modify an order before entering the printing process or amend delivery info. Spoken language: Italian

- Performing remote diagnosis on Apple software and hardware and requesting spare part replacement. - Providing customers with information on the product lines. - Mentoring the new hires in the AppleCare team to achieve faster intengration after the initial training. Spoken language: Italian

- Nissan B2B software customer support. - Troubleshooting software and hardware issues and booking onsite repair. - Case management through SNOW ticketing system. Spoken language: Italian

BT Italia Credit collection operation : - contacting private companies on customer's behalf to recover unpaid debts and update their position on Siebel CRM. Bravofly CCR operation : - providing booking services and guidance through the reservation process, performing amends/cancellations when requested. Spoken languages : Italian/English