Francesco Favia

In December 2012 I moved to Lisbon. With creativity, marketing, experience and technical skills, I realized my aspirations, dealing myself with corporate communication. In the Lusitanian capital I carried out support activities for prestigious international customers. Passing from the banking sector, to the fashion, to e-commerce companies, with passion and dedication I performed service to world-renowned companies, reaching the dream of a lifetime: writing by profession. I had the possibility to create templates with which I not only supported the client, but I exalted the qualities of the company as a copywriter would do.

In Greece I returned to give service via telephone and I can say that I really like the communication channel. With my professional tones, my articulate language, my kindness, I got to provide excellent service, certainly a pleasant experience for the customer. In Athens I provided assistance for a technology giant that focuses on customer satisfaction. The standards to be respected were very high, but I got smoothly to achieve the target.

ATTITUDES, ACQUIRED AND ENHANCED SKILLS 

During my fifteen years career I have had a chance to understand what they were the best actions to undertake in front of any kind of difficulty. I have learned to assume a behavior that best combines the acquired professional maturity. 

I can affirm that I have acquired diagnostic skills. The role of a team manager is important, who, among the various tasks, does a real work of analysis. As an analyst, he not only controls the quality of a mail or phone call, but he will try to evaluate, by examining the work done and customer feedback, where they can be improved, in the interest not only of the individual one, but of the whole team and as a consequence of the company. In this task the team manager could be assisted by a quality manager. 

Leadership, decisiveness. In Teleperformance Portugal, for example, I was brilliantly backup in the last months of my stay on a start-up project of an e-commerce company, by replacing in fact the supervisor who was in holiday at that time o busy at night shifts. I trained about fifteen of the agents sent to the field after a superficial little training, demonstrating great communication  talents. I had opportuniy to interact with the campaign's account manager to suggest who was ready for channels such as live chat or social networks, showing my influence skills and my organizational and problem solving abilities.  

When I changed project as a result of company decisions, the colleagues in question hugged me individually. They were created besides a good professional relationship, a wonderful human relationship. I always prefered teamwork, acting at best in group contexts.  

The company decided to move me on to a startup project. I have always worked with dedication and availability to business needs, with extreme flexibility, applying the adequate amount of empathy, I welcomed many times the needs of the various managers, demonstrating excellent stress management and adaptation skills. These skills were tested in the various moving, adapting to the best also in a foreign country.

Living with more flatmates has strengthened my brokerage and negotiation skills and the ability to relate myself to others, by significantly improving my ability to manage space and human resources.

Having held, albeit temporarily, a managerial position, has highlighted skills related to time and work space management, my spirit of resourcefulness. Capacities that I constantly adopt for my personal projects such as making a video or writing an article. With regard to the latter, I work in free time about a series of documentary videos and by implementing a market study I have identified topics of greatest attractiveness to the web. 

I always look in perspective. I always try to grasp with enthusiasm the positive side of every situation, adopting a necessary overview, in order to achieve the goals set. 

From December 2009 to date Customer Support Advisor

EDUCATION AND TRAINING

PERSONAL SKILLS AND COMPETENCES 

Italian native speaker, I gained a fluent Portuguese level after working and living for ten years in Lisbon. Good reading, writing and oral expression in the Lusitanian language. 

Fluent English level.

From July 1, 2022 I follow daily (annual plan, 5 days a week) lessons focused on speaking with mother tongue teachers on the Cambly platform.

Intensive General English in Dublin at Atlantic Language School from November, 5 2018 to November, 23 2018.

Italian level tested C2 

Very thorough knowledge, at the academic level, having a large vocabulary of my native language.