Sonia Mereu

• Skilled at quickly identifying and resolving issues.
• Exceeded goals through effective task prioritization and great work ethic.
• Worked flexible hours - night, weekend, and holiday shifts.
• Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Managed over 400 pieces of content per shift
• Exceed KPI's measurement (accuracy, AHT, Occupation plus 10%)

• Provided customer service support and was their primary escalation point for all customer service
• Answered customer telephone calls (more than 60 per day)promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.

• Closed 95% of trouble tickets on first call without escalation
• Commended for quickly resolving complex issues including hardware and software failure.
• Served as primary point of contact for triaging technical issues.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Maintained excellent attendance record, consistently arriving to work on time.
• Identified issues, analyzed information, and provide solutions to problems.

• Former small business owner of second-hand book shop handing over successful eCommerce operation
• Seeking to leverage 50% year-over-year business growth and knowledge to create successful website well positioned in Google search
• Managed day-to-day operations of busy online shop and on-site store
• Supervised and trained 5 employees
• Promoted products on multiple channels, including on-site presentations, online ad campaigns, and word-of-mouth initiatives
• Handled selection and purchase of first editions and rare books.

• Designing book displays throughout store and store windows
• Managed inventory of 13000 book references
• Overseeing cash register and processing payments for book sales
• Placing orders for books on behalf of customers
• Organized store merchandise racks and displays to promote and maintain visually appealing environments.
• Answered product questions with up-to-date knowledge of sales and store promotions.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Developed strong rapport with customers and created positive impression of business.

For the Olympic Winter Games

• Finalized venue spectator services operational plan, outlining services and engagement to be delivered to spectators whilst at venue.
• In charge to represent spectator's client group at Venue Management meetings and operational working groups.
• Positively managed resolution of spectator-focused issues at venue (accident, sickness)
• With help of Venue Assistant, I've Developed and implemented operational plan to support spectator movements.
• Managed training and deployment of spectator services volunteer team (100 pax) including role creation and allocation, dot planning, and team welfare with great recognition.
• Dedicated special attention to operational plans to support vulnerable persons and support spectator mobility function where possible, interacting with infrastructural engineers and transportation responsible.

• On behalf of a Publisher - Inventor created necessary contacts for distribution and marketing of two patented products intended for Tourism and Museum sector
• Organize and schedule appointments, including making travel arrangements
• Organize international trade fairs and fully attend, closing 8 to 10 valid contracts.
• Assist Director with account plans, quotation follow-ups, contract matters, and distributors’ targets
• Support product registration processes
• Assist in preparation of product portfolio and report on market shares

"EU policies on Sustainable Tourism. Case History: Winter Olympic games, environmental impact study"

• Continuing education in Economics

• Continuing education in Economics