Emanuela Kalb
Capoterra,CA
Summary
Experienced Specialist with over 9 years of experience in Customer Service covering multiple roles. Excellent reputation for resolving problems, supporting people development and empowerment, and improving internal and external customer satisfaction.
Versatile Storyteller with diverse background in Communication Agency, Publishing House, cinema and fiction, proficient in researching, writing and editing diverse content.
Ambitious, career-focused, works with minimal input to produce engaging, authoritative and error-free work.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Resolution Specialist
Amazon
Cagliari, Italy
04.2018 - Current
- Supporting Customer Service Associates from Italian network with live contact-related questions, restricted account actions and concessions approvals, providing daily real-time support in person or via chat;
- Day-to-day escalation management, for resolution of systemic issues;
Reporting of ongoing issues to senior managers on daily basis; - Used critical thinking to break down problems, evaluate solutions and make decisions.
Virtual Customer Service Interim Team Manager
Amazon
Cagliari, Italy
08.2020 - 02.2021
- People Management on virtual environment (working from home team) focusing on engagement, driving for results, coaching, supporting team with constant development opportunities, maintaining high motivation levels and driving Amazon Leadership Principles;
- Review and analyze CSAs performance and reports, working to achieve and exceed KPIs;
- Managed teams of 20-25 Associates
Content Developement Helper
Amazon
Cagliari, Cagliari
09.2019 - 10.2019
- Writing and editing internal and customer-facing material (policies, email templates and Amazon Web Help pages);
- Supporting Content Developers in developing comprehensive project plans for new Customer Service project initiatives and ensure all tasks are completed on time for launch;
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity;
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Dried policy feedback queue of 100% in 2 weeks
Customer & Delivery Experience
Amazon
Cagliari, Italy
10.2018 - 02.2019
- Supported Delivery Manager in managing CS network for all Amazon carriers in Italian Marketplace. Main goal was to improve customer experience, reducing defects, contacts to CS and monetary costs.
Exceeded team goals and collaborated with staff members to implement customer service initiatives. - Informed customers about special promotions and provided detailed information for various products.
- Analyzed root causes of tickets queue impacting department.
- Dried queue of 100% in 8 weeks.
Customer Service Interim Team Manager
Amazon
Cagliari, Italy
08.2017 - 02.2018
- People Management focusing on engagement, driving for results, coaching, supporting team with constant development opportunities, maintaining high motivation levels and driving Amazon Leadership Principles.
- Review and analyze CSAs performance and reports, working to achieve and exceed KPIs
- Manged teams of 20 associates.
Subject Matter Expert
Amazon
Taranto, Italy
10.2017 - 11.2017
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch of Partner Site Teleperformance - TRT
- Performed ad hoc deep-dive analyses for specific business problems.
- Supporting 70 Associates in handling their first contacts.
Interim Trainer
Amazon
Cagliari, Italy
10.2016 - 12.2016
- Trained and mentored 90 new personnel hired to fulfill Customer Service Associate role.
- Monitored participant workflow and behaviors throughout training process.
- Gathered feedback from students on training program and identified changes to improve training.
- Facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
Customer Service Associate
Amazon
Cagliari, Italy
10.2015 - 04.2018
- Responded to over 50 customers inquiries via phone, email, and web-based platforms per day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Communicated with management about trends in customer calls to help team efficiency and success.
Storyteller
Freelance
Turin, Italy
10.2010 - 10.2015
- Wrote fiction or nonfiction prose such as short stories, novels or biographies as well as advertising material for use in promoting sale of goods and services.
- Edited stories based on executive feedback.
- Researched topics and ideas for screenplays.
- Consulted with editors to shape story and eliminate any errors.
- Completed accurate and polished formatting in line with publishing standards prior to submission.
- Formatted screenplays into usable scripts.
- Storyboarded screenplays and scripts based on production ideas.
Copywriter
Mapikom
Cagliari, Italy
10.2008 - 10.2015
- Produced original, creative content for promotional advertisements and marketing materials.
- Reviewed and edited final copy for accuracy and oversaw all phases of production.
- Posted and promoted articles on company related web-magazines: Shoppingmag.it, SposiEvents.it and their social media pages.
- Played instrumental role in creative planning and review sessions, working with resourceful team to elevate quality of content and designs.
- Wrote advertising copy for online content, adhering to employers' overarching brand identity and personality.
Editor
Aìsara - Publishing House
Cagliari, Italy
09.2008 - 01.2010
- Provided concise and constructive editorial feedback to writers
- Proofread manuscripts and other forms of copy for general grammatical correctness.
- Organized material, determined area of emphasis, and wrote according to prescribed editorial style and format standards.
- Determined readiness of written pieces, made changes and approved final versions for publication.
- Reviewed each piece for grammar, spelling, punctuation, syntax, accuracy and compliance with quality standards.
- Worked with graphic artists, post-production team members and other specialists to produce captivating and successful content.
Customer Service Representative
Sky Tv
Cagliari, Italy
07.2003 - 05.2007
- Answered over 70 customer telephone calls per day, promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
Laurea - Law
Unimarconi
Rome06.2022
Master of Advanced Study - Human Resources Development
GEMA Business School
Milan05.2022
Master of Arts - Creative Writing
Scuola Holden
Turin06.2012
Skills
- Team Building and Leadership
- Goal Setting
- Positive Attitude and Energetic
- Problem Anticipation and Resolution
- Verbal and written communication
- Storytelling skills
- Creative Thinking
- Editing and Rewriting
Certification
- Leading in a Toward Culture Training - 2017
- Leading Virtual Teams - 2021
Languages
Italian - Mother Tongue
English - C1
Interests
- Mindfulness and Meditation
- Fitness and nutrition
- TV Shows
- Board games
- Travels
- Life Long Learning
I'm working on:
- A collection of short stories, named "Inhuman Seasons" (within 2021)
- A series of Podcast (temporarily named "PodKalb") about mindfulness, empowerment and personal development, based on The Hero's Journey
Accomplishments
- Creation of screenwriting of international multi-award
winning short movie "I see Monsters". Collaborated to
direction, post production and distribution; - Publication of short stories on literary magazines, newspapers and anthologies;
- Chosen as Creative Writing teacher for the first course entirely dedicated to first and second generation of Italians living abroad (project will start in 2022 - Q1)
- Admitted to Puttyverse, Multipotentiality global community founded by Emilie Wapnick
Timeline
Virtual Customer Service Interim Team Manager
Amazon
08.2020 - 02.2021
Content Developement Helper
Amazon
09.2019 - 10.2019
Customer & Delivery Experience
Amazon
10.2018 - 02.2019
Resolution Specialist
Amazon
04.2018 - Current
Subject Matter Expert
Amazon
10.2017 - 11.2017
Customer Service Interim Team Manager
Amazon
08.2017 - 02.2018
Interim Trainer
Amazon
10.2016 - 12.2016
Customer Service Associate
Amazon
10.2015 - 04.2018
Storyteller
Freelance
10.2010 - 10.2015
Copywriter
Mapikom
10.2008 - 10.2015
Editor
Aìsara - Publishing House
09.2008 - 01.2010
Customer Service Representative
Sky Tv
07.2003 - 05.2007
Laurea - Law
Unimarconi
Master of Advanced Study - Human Resources Development
GEMA Business School
Master of Arts - Creative Writing
Scuola Holden
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