CURRICULUM VIT

Name

FABIO SLESIO
8 Stranmillis Street, Belfast, NI +44 (0) 7805883465 f@bioslesio.ch Italian 20th/July/1983 Willing to relocate in Switzerland

Swiss Address: 114 Weissensteinstrasse, 3007 Bern, Switzerland Swiss Mobile: 0041 792820026

Address Phone (UK) E-mail Nationality Date of birth Relocation

I am a 28 Italian years old graduate. I am currently working as a Bilingual (French and English) Speaker Customer Service Representative at GEM which is one of Europe's largest leading independent providers of outsourced multi lingual and multi channel customer contact solutions. I am the first customer facing contact point to identify the top and high impact issues affecting customers and market share. I am fluent in English, French and Italian (which is my mother tongue), an hope to implement my customer service skills in a multilingual environment.

Work experience
Dates Occupation held Main activities and responsibilities From the 26th of September onwards

French/English Speaker Customer Service Representative

Responsible for handling of all customer calls and emails to ASOS Website Customer Service. Supports retail with store queries and complaints when required. Ensures calls and emails are answered in a timely and professional manner. Liaises with warehouse team to rectify any order related problems. Understands both retail and website terms and conditions. Show empathy for the customers situation in order to handle complaints in a professional and effective way. Ensuring sales order details on the system are constantly updated. Sending customers withdrawn letters, ordering acknowledgements and invoices. Supporting ASOS customers by processing and tracking orders and providing administration support when required. Raising invoices and ensuring that they are transmitted in a timely manner to the customer base. Liaising with the Logistics departments. Ensuring that the purchasing and planning departments are informed of any customer's special delivery and requirements.

Name and address of employer Type of sector : FASHION

GEM, 9 Lanyon Place Belfast BT1 3LP Northern Ireland ASOS overview: ASOS is the fastest growing online fashion retailer in the UK and is now positioned as one of the biggest global online fashion and beauty retailer. They offer over 50,000 branded and own label product lines across womenswear, menswear, footwear, accessories, jewellery and beauty with approximately 1,500 new product lines being introduced each week. ASOS attracts over 13 million unique visitors a month and as of 31 March 2011 had 5.3 million registered users and 3.0 million active customers from 160 countries.

Dates Occupation held Main activities and responsibilities

From the 26th of April to the 26th of August French/English Speaker Customer Service Representative Interact with customers via an online community. Provide technical support for Microsoft customers using the tools and resources provided. Follow definite process to create a positive customer and partner experience. Effectively communicate with customers via written correspondence in the Answer platform. Owning and resolving technical issues that are provided by the customers. Answer, Create, Merge, Split, and moderate posts and threads in the Answer Platform. Prioritize customer engagement to meet Service Level Agreement (SLA) based in the severity of the case. Manage forum traffic and ensure an abuse free environment. Flag threads as questions or general discussions by adding tags (meta data) Set alerts or notifications on threads and posts. GEM, 9 Lanyon Place Belfast BT1 3LP Northern Ireland IT Customer Service (Microsoft) From the 17th of January 2011 to the 17th of April 2011

Name and address of employer Type of sector Dates Occupation held Main activities and responsibilities

Intern at the Italian Ministry of Foreign Affairs

Assisting with high administrative and logistical tasks, such as: answering quires addressed to commercial department of the Italian embassy of Bern. Organising working groups and forums. Attending meetings and take notes. Compiling information and documentation in order to perform forecasts dealing with the Swiss economic conjuncture and demography. Researching companies - in the Swiss market scenario - willing to fund important institutional events taking place in the Italian Embassy of Bern. In charge of the negotiations and public relations with those companies.

Name and address of employer Type of sector Dates Occupation held Main activities and responsibilities Name and address of employer Type of sector Dates Occupation held Main activities and responsibilities

Italian Embassy of Bern, Elfenstrasse 14, 3006 Bern, Switzerland Diplomatic From April 2010 to October 2010 (European Voluntary Service in the UK) Volunteer Working as a volunteer in the Occupational Therapy Unit for senior citizens who have various degrees of dementia dealing with different groups of older people.

ICP Partneriaeth , Bwthyn Gwyrdd Greenfield Terrace, SA48 7DA, Lampter, UK Research From June 2010 to October 2010 Researcher Collecting documents and data (essay, statistical data, articles) In charge of the qualitative research Drafting questionnaires format In charge of the scrutiny of the questionnaires Drafting final report
34 Park Road Barry CF62 6NX, Cardiff, South Glamorgan, Wales, UK

Name and address of employer Type of business or sector

The Safe Foundation Research

Dates Occupation held Main activities and responsibilities

From November 2008 to May 2009 Italian teacher Giving Italian lessons to two different level groups: the first one was for beginners and the second one was for higher Intermediate . Holding and organizing seminars concerning Italian cinema and theatre In charge of public relations: promoting and selling language courses

Name and address of employer Type of sector Dates Occupation held Main activities and responsibilities

Institute of Italian Language and Culture Dante Alighieri (Istituto di lingua e Cultura italiana Dante Alighieri) 40 rue Charles Silvestre, 87000 Limoges, France Teaching From October 2007 to June 2008 English and French teacher Delivering English and French lessons (GCSE Level) Composing syllabus concerning English/French literature and English/French for business and tourism purposes Providing support to students with learning difficulties and interacting with parents and teachers concerning students welfare.

Name and address of employer Type of business or sector Dates

Ms Domenica Iannuzzi and Ms Barbara Iannuzzi, Istituto Dante Alighieri 4, via Buzzi 20017 Rho (MILAN) Teaching From November 2003 to May 2007

Occupation held Promoter/Shop Assistant Main activities and responsibilities Promoting and selling beauty products. Contact with client and suppliers . In charge of window dressing.

Name and address of employer Type of business or sector

Eurocompany S.r.l., 6, via G.B. Mauri, 20052 Monza (MILAN) and Cosmeticpeople, 270, via Schiavonetti, 00173 ROME Customer Service

Education
Dates Title of qualification awarded Thesis Tile Grade Principal subjects Name and type of organisation Dates Title of qualification awarded Grade Name and type of organisation From October 2007 to April 2010 Masters Degree in Languages and Cultures for International Communication Immigration in Switzerland: a comparison between Italian and African immigration in the urban context of Lausanne 109/110 French and English for international communication purposes: business and tourism State University of Milan From October 2003 to April 2007 Bachelor Degrees in Linguistic and Cultural Mediation 100/110 State University of Milan
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Key Skills
Language Skills and Qualifications Organisational skills and competences Computer skills and competences Social competences and skills In may 2009 I achieved the Certificate of Advanced French Language (C2 Level): (DALF C2) Diplme Approfondi de Langue Franaise In July 2010 I attained the Trinity GESE Level 2 (Level C1) Writing and presenting reports in English, French and Italian Languages: Native Italian, Excellent English and French Providing technical support on the phone to external customers who speak French and English. The questions vary considerably among end users, who use various lines of business, commercial and proprietary applications. Troubleshooting, diagnosing and correcting technical faults, using my technical and diplomatic skills, and guiding the caller through the necessary steps to restore functionality. Answering queries in an appropriate amount of time without compromising quality. Understanding both retail and website terms and conditions, and being confident when re-iterating policies either verbally or in writing to customers. Adherence to agreed processes, service level agreements and driving and exceeding individual and team targets. Ability to multitask on various contact channels to achieve personal and team targets. Plans and prioritize workload in accordance with contact volumes. . Demonstrating ownership and accountability to achieve deadlines and targets, takes ownership to increase knowledge of the brand.

Strong Knowledge of: Windows, Internet explorer, Office package. Having the ability to be confident, assertive and engaging when dealing with existing and potential customers. Takes ownership to enhance own learning to ensure sufficient knowledge to excel in the role. Managing each problem that arises until it is resolved and improving work exercises to the best of your ability to achieve the best results I can adjust easily to fit into any work environment and have no problem working as part of a group. I also enjoy interchanging ideas with those who are part of my team, and I think job swapping and responsibilities sharing are good methods to achieve better results. I can also function individually by taking the initiative and the responsibility to accomplish tasks on my own. I spent two years abroad and therefore I am able to adapt to new situations and multicultural environments.

References
Name Position Institution: E-mail Name: Position: Institution: E-mail: Mrs Elena Altenburger Head of Commercial Department Italian Embassy of Bern elena.altenburger@esteri.it Mrs Grazia Bellano Managing Director Istituto Dante Alighieri di Limoges dante.alighieri.limoges@wanadoo.fr Name Position Institution: E-mail Name : Position : Institution: E-mail: Mrs. Ann Bevan Managing Director ICP Partneriaeth ann.bevan@ukonline.co.uk Ms Lucy Dickenson Managing irector SAFE Foundation lucy@thesafefoundation.co.uk