Barbara Fontana

• Managed performance projects for retail luxury industry in northern Italy, 200+ customer portfolio
• Creation of tailor made multimedia contents to train and coach staff on site
• Monitored KPI and built processes to support partner performance and growth
• Daily planning to schedule business activities
• Cooperation with Marketing team to develop exclusive initiatives and events

• Managed and trained staff on correct procedures, compliance requirements and performance strategies
• Built strong relationships with Customs, airline companies and airport authorities
• Organized and optimized schedules to ensure shift coverage and maximize productivity
• Collected reports and maintained up-to-date CRM database daily
• Oversaw communication and cooperated with Customer Service to achieve full resolution of complaints

• Refunded over 100 extra EU travellers per day
• Offered VIP Assistances in line with the highest company standards of Customer Experience
• Worked flexible hours; night, weekend, and holiday shifts
• Performed cash, credit card and digital wallet transactions (Alipay, WeChat), documenting total amounts end-of-shift review

• Provided informational brochures to promote new business services
• Identified airport key high-traffic schedule to define target customer
• Contacted airport authorities and airline companies to arrange to exhibit advertising materials

• Greeted visitors and customers upon arrival; managed reservations, promotions and check-in process
• Answered multi-line phone system and e-mails promptly
• Coordinated staff and shuttle service schedule
• Supported various administrative duties by proofreading and invoicing

Translated 150 scientific terms from English to Chinese for VOCA3 dictionary project