Personal Statement

I recently completed my Masters degree in Web Design & Content Planning, which provided me with a strong understanding of all aspects of website design including aesthetics, graphics and client-side coding. During my Masters degree I created three websites, and developed my knowledge of CSS, HTML and JavaScript, PHP and MySQL. I am highly customer focussed with excellent communication skills which I have utilised by working in customer service roles alongside my studies.


Education

MA Web Design & Content Planning – part-time, 2 years study

  • The University of Greenwich
  • September 2017 - October 2018
  • London

Key Modules:

  • Content Management
  • Design for Web Content and User Experience Design
  • Social Media and SEO
  • Design for Web Content
  • User Experience Design
  • Applied Art for the We
  • Major Project – Final Report

Graduate Diploma in Business Administration

  • The University of Birmingham
  • September 2013 - June 2014
  • Birmingham
  • Delivered oral presentations, gaining confidence with public speaking
  • Enjoyed developing teamwork skills in multi-cultural teams
  • Acted as a leader in all my group projects
  • Excelled in the application of the core concepts of marketing to real marketing case studies

MA in Translation Studies

  • The University of Birmingham
  • September 2011 - December 2012
  • Birmingham
  • Gained practical experience in the use of software translation tools and gained a deep understanding of machine translation, localisation, internationalisation and post-editing.

Employment History

Customer Service Specialist – Part-time

  • Booking.com
  • April 2017 - June 2019
  • London

Senior Customer Service Executive

  • Booking.com
  • July 2016 - March 2017
  • London
  • Provided management support to the Customer Service Agents, Accommodation Service Agents, Team Leaders and Partner Services
  • Coached the Customer Service Executives to help them to improve their customer service skills, proactively providing additional support as required. Provided guidance and assistance with internal procedures
  • Managed the resolution of overbooking cases and customer complaints, created and managed budgets used to relocate customers to alternative accommodation
  • Networked with Booking.com UX designers and developers, provided customer feedback and highlighted website issues, in order to improve the overall customer experience
  • Shared best practice and completed a range of online training courses
  • Returned to a part-time customer facing role in order to focus on my Masters degree studies
  • Acted as a Brand Ambassador, creating digital material including blog entries and social media posts which increased employee satisfaction and helped Team Leaders and Agents to achieve or exceed their KPIs

Customer Service Executive

  • Booking.com
  • May 2015 - July 2016
  • London
  • Provided the highest possible levels of customer service, whilst answering customer queries and assisting customers with their reservations, utilising my Italian and English language skills
  • Liaises between guests and hotels to obtain additional information and resolve any issues, including over- booked hotels. Sources alternative accommodation and resolves a high volume of complaints
  • Regularly liaises with unhappy customers, which requires excellent diplomacy skills
  • Keeps accurate call records on the internal CRM system
  • Regularly exceeded First-Contact-Resolution, productivity, conformance and call time targets

Translation Project Manager

  • freelance
  • June 2013 - September 2014
  • Bari - Italy
  • Launched a company which translated four new video games into Italian, which involved coaching and managing a team of four translators
  • Worked closely with independent video game developers to understand their requirements. Managed the translation projects and delivered high quality projects within the agreed timescales
  • Created a website using WordPress, drove traffic to the website through content marketing and social media posts

Interests

Continuing Professional Development

Web Development

  • Created and now managing my portfolio which includes web-design projects, articles on web standards, CSS tips, typography, SEO and responsive web design. You can view this here
  • I Developed a skateboarding vlog. This is helping me gaining specialised knowledge on filming and video-editing.
  • Keeping up with current design trends and best practices through Continuing Professional Development (CDP).

Filming and video-editing and photography

  • Developed a skateboarding vlog, gaining specialised knowledge on filming and video-editing.