Robert Caira

I manage a team of 15 full time agents (plus 4 part time). We mainly cover regions like DACH, Netherlands, France, Italy and Czech Republic, responding to customers via Phone, Email and Chat in a multilingual structure. We cover sales and service queries for both end customers and travel agencies as well as out trade partners.

Supervisor inside a Multi lingual reservation centre for a car rental company. We have between 80-100 agents and I am directly responsible for 10 agents coaching and performance. Duties include- call listening with feedback, call flow monitoring and dealing with escalation issue coming from the client via any of the agents (80-100) within the reservation centre.

Leading a team of 10 people from various language groups. Responsible for reporting, hiring and coaching new team members, as well as aiding integration with logistics, marketing, PR and social media teams. Involve in strategic decision on improving the customer experience and internal policies along with fraud prevention.

Currently studying full-time German course. I have just completed my B1.3 certificate and I'm now doing the B.2 level

Development Support AdvisorDuties: Facilitating Apple App Developers via emails and phone calls with administrative and technical issues in both English and Italian. - consistently exceeded productivity targets in the department with an average of 125% - attained high levels for client satisfaction from email/phone surveys with an average 91% - regularly selected by team manager for coaching of new colleagues and helping their integration into the team.

Assisting customers via calls and emails for bookings, sales and general inquiries in both Italian and English for Starwood brand Hotels globally. - handling 660-100 inbound calls a day. - conversion rate of 31% on sales calls. - resolving customer service complaint through phone and emails on behalf of individual hotels with in the Starwood Hotels group.

In the first 2 years, I worked in collaboration with several major private schools in Milan giving English business Course on a free lance basis. After which I offered direct sales of my own English B2B courses/consultancy carried out on site for companies in the Milan area, teaching and presentation preparation in English, working with architectural studios, hospitals, public relations and multinational companies such as Siemens, Colussi Foods and Coty inc.

Organizing the coaching system for the club with 10 local Schools as well as playing with the club on a part-time contract.

Developed Behaviour Management programmes with individual children considered at risk of not completing their education. -Resource teaching for English & Maths and organizing homework clubs at both primary & secondary level.-Liaison officer between the families and the school. -Setting up individual child centred plans/ tagets with children andfamilies for both academic and personal self improvement.

Established a health related social behaviour programme for special needs children as well as teaching a group work class. -Liaison officer between the families and the school. -Mapping out individual targets for general behaviour improvementand anger management issues.

Prior to the above experiences, I also worked for a year with an insurance broker in Dublin in customer services and as a car sales rep for 6 months in Cork with Alfa Romeo/Fiat.

Youth and Community Work