Stephanno Panatto
Dublin,Ireland
Summary
Hardworking and dedicated Customer Service Specialist with over 11 years of experience and more than 2 years of managing and supervising. Well-rounded in several areas of Customer Service (sales, hospitality, tech and housing), with a good experience in administrative duties.
Good problem-solving skills, attention to detail and ability to complete several projects at once. Polite and professional person with strong communication and multitasking skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Contact Centre Advisor
Clúid Housing
Dublin, Ireland
03.2023 - Current
- Maintain up-to-date housing and client records securely on the CRM system, in compliance with the company's GDPR policy.
- Provide exceptional customer service across various communication channels including calls, emails, and web-chats, addressing inquiries related to rent reviews, account balances, rent payments, credit and arrears, information amendments, alterations, refunds, transfers, anti-social behavior (ASB) and nuisance cases, repairs, estate management, property services, liaising with Housing Officers and Scheme Managers, among other duties.
- Oversee the management of the company's postal services, ensuring timely receipt and delivery of all inbound and outbound mail, including downloading, scanning, saving hard copies, and digitalizing documents, as well as maintaining communications with tenants and records to comply with the Residential Tenancies Board (RTB) regulations, while also providing training to staff on postal procedures.
- Monitoring and actioning company inbox, web-chats and priority mail.
- Maintain accurate records by logging new tenancies, annual registrations, and tenancy terminations on the RTB system.
Customer Service Representative
Infosys BPM
Waterford, Ireland
11.2022 - 02.2023
- Provided technical support, troubleshooting, advisory services, and resolved queries for a British telecommunication company and its customers.
- Learned to efficiently operate two systems developed by the company: Albert (utilized for tech problem-solving and tutorials) and Excalibur (for managing customer data), while concurrently managing phone panel operations and coordinating via Microsoft Teams to promptly address customer issues.
- Managed a workload of 40+ daily calls, efficiently processing orders, resolving customer complaints in accordance with established guidelines, and escalating complex queries to Subject Matter Experts (SMEs) and Team Leaders (TLs) when necessary.
- Delivered friendly, knowledgeable service and support, consistently garnering positive customer feedback.
Commis Chef
Rathangan Bar & Restaurant
Wexford, Ireland
06.2022 - 10.2022
- Supported senior chefs in preparing original daily menus, showcasing culinary abilities with seasonal produce.
- Remained calm and effective in fast-paced kitchen environments to promptly deliver high-quality dishes.
Receptionist, Reservations & Auditor
Ibis Styles Hotel
Belém, Pará, Brazil
11.2021 - 06.2022
- Maintained all financial information and records daily, preparing reports for the Hotel Supervisor and Accountants.
- Filed, maintained, and produced invoices, customer records, and other paperwork to facilitate ease of retrieval.
- Handled database updates and digital file management aligned with data security and integrity requirements.
- Helped to enforce policies and procedures, proactively addressing issues with management.
Team Manager
Agência Revestir
Belém, Pará, Brazil
08.2020 - 10.2021
- Managed, motivated and developed a small team to consistently deliver exceptional customer service.
- Monitored team development, setting performance objectives and providing constructive feedback for continued growth.
- Data entry, analysis and manipulation of the company's customer catalogue.
- Liaising negotiations between the managers and stores/customers.
Supervisor
Pará Brasil Comércio LTDA
Belém, Pará, Brazil
11.2017 - 10.2019
- Dealt with customer complaints and rectified product and service issues.
- Enable efficient and effective business procedures, serving as liaison between staff and senior management.
- Ensured client satisfaction by providing realistic time and cost estimates for task completion.
- Provide leadership and direction for employees, supervising activities to drive productivity and efficiency.
Administrative and Costumer Service Assistant
Pará Brasil Comércio LTDA
Belém, Pará, Brazil
08.2010 - 10.2017
- Set up new files and data management.
- Scheduled appointments and maintained calendar.
- Liaised directly with the managers and customers to meet needs and maintain satisfaction.
- Keep workspaces clean and organized with regular attention.
Education
Marketing (Advertising and Publicity)
Cesupa
Belém, Pará, Brazil02.2015
Law
Cesupa
Belém, Pará, Brazil02.2012
Skills
- Proficient in carrying out administrative tasks as outlined by management
- Experienced in providing high-level administrative support
- Excellent verbal and written communication skills
- Strong interpersonal skills to effectively interact with colleagues and stakeholders
- Exceptional organizational skills to manage multiple tasks and priorities effectively
- Proficiency in Microsoft Office products, particularly Teams, Outlook and Excel
- Experience with Castleton Housing, CRM systems and ability to input and manage data accurately
- Knowledge and understanding of GDPR regulations and ability to handle GDPR applicable information within company policies
- Familiarity with complaints procedure administration and adherence to company policies and regulations
- Capacity to adapt to changes and challenges in a dynamic work environment
Languages
Portuguese
Native language
English
Proficient (C2)
Italian
Upper Intermediate
B2
Certification
- Interpersonal course workshop.
- Adobe After Effects certification.
- Microsoft Excel course by Olas.ie.
Timeline
Contact Centre Advisor
Clúid Housing
03.2023 - Current
Customer Service Representative
Infosys BPM
11.2022 - 02.2023
Commis Chef
Rathangan Bar & Restaurant
06.2022 - 10.2022
Receptionist, Reservations & Auditor
Ibis Styles Hotel
11.2021 - 06.2022
Team Manager
Agência Revestir
08.2020 - 10.2021
Supervisor
Pará Brasil Comércio LTDA
11.2017 - 10.2019
Administrative and Costumer Service Assistant
Pará Brasil Comércio LTDA
08.2010 - 10.2017
Marketing (Advertising and Publicity)
Cesupa
Law
Cesupa
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