Giovanna
Tripoli
O’ Connell Court, apt 8
Shandon, Cork, Ireland
+353 831529603
Tripoli.jenny@yahoo.it
PERSONAL INFORM ATION
Born: 29TH Agoust, 1989 in Palermo (Italy)
Citizenship: Italian
WORK HISTORY
02.2015 - PRESENT
AIRBNB CUSTOMER EXPERIENCE SPECIALIST
VOXPRO – CORK, IRELAND
Non Trip Experience
 Provide friendly and efficient service to Airbnb community users.
 Identify, problem solving and escalate issues to proper
department
 Compose thoughtful and accurate messages and customize
prepared responses to customer emails
 Research information and troubleshoot problems using available
resources
 Be a first point of contact to handle customer queries
 Respond professionally to inbound phone calls with a friendly
manner, including urgent situations
 Proactively participation to weekly team meeting and monthly
One-to-One to monitor productivity and quality
 Be engaged with your team , making plan and idea to help
colleagues to achieve the goals
 Use of Zendesk System
Trip Experience
 Dealing with situation and issues happening during the user’s
trip
 Ability to deal with urgent situation in a calm and friendly manner
 Identify issues and escalate to proper department if necessary
 Ability to identify bug of the system
 Possibility to provide user refund up to 500 € , depending of the
issue and proper workflow to follow
 Mediation skill in situation of personal conflict between users
 Mathematic skills
 Proper usage of workflow and notes
08. 2013 – 08. 2014
ROSELODGE GUESTHOUSE ( CORK, IRELAND)
Receptionist Front Office and Back Office
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01.2014 – 08.2014
Welcoming guests to the hotel
Checking guests in and out
Billing guests and payment with POS
Liaising with the Accomodation department regularly to ensure
rooms status are updated
Guest Assistance including giving directions, advising guests of
hotel facilities, local amenities and attractions
Listening and resolving guest complaints with empathy and
courtesy
Helping to make full Irish breakfast serving it to the guest in a
polite way. Capacity to make Hot drinks.
Respond to customer queries by phone and by email
Capaciy to use Channel Hotel Management platforms
CHILMINDING IN IRELAND
Taking care of kids, age: 6 months, 3 Years
 Full time minding kids. Be responsible and reliable
 Capacity to respect daily routine and schedule
 Ability to create tasks and games to involve kids in a creative
and positive way
 Time management
01.2013 – 01.2014
AU PARING ACTIVITIES IN IRELAND
2009 – 2012
EVENTS AGENCY – ONE FOR ALL (GENOVA, ITALY)
 Contacting customer in different kind of environment (cloths
shops, beauty shops, tobacco, markets)
 Attending to training and workshop
 Attempted sale of designed product
 Market research of customer satisfaction tendencies
 Interviewing customer on the street
 Partecipation in session of market research through Outbound
Call
 Ability to be first Point of Contact in Events and Meeting
 Providing Costumer information about schedules
 Front Office Reception in Events
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QUALIFICATIONS
Certificate of
Attendance
2016
20 Hours in Class Training at Tefl Certification
(Teaching English to a Foreign Language)
The Tefl Academy
At the moment, I am attending the 100 Hours Online Course
Certificate of
Attendance
2016
The Recruitment Academy – Voxpro Training
Recruitment Process in Voxpro
Capacity to use SWOT ANALYSIS for brainstorming
Screening cv and Interview call
Role Play training
Interview Skills
Partecipation to Human & Resources Project in Voxpro
Internal Interviews to Voxpro Employees following a Script which
Aim was to identify Emotions and Motivation of Voxpro Employees
Who work in the Company for more than 1 year
Adding result to an Internal Database
IELTS
Certificate
2015
International Language Testing System – Academic English
Cork English College ( Ireland)
Certificate of
Attendance
2014
Receptionist Skills
Cork English College of Commerce (Ireland)
Bachelor Degree
2012
“Science and Psychology Techniques”
Università degli Studi di Genova, Italy
Diploma
Scientific High School
“De Ambrosis – Natta” , Rapallo, Italy
OTHER EXPERIENCES
Babysitting of kids from 6 months to 10 Years Old
Tutoring and coaching One-to-One student from 6 to 16 years old
Certificate of Attendance of First Aid Techniques
Volunteering in a Autistic Care Center
Volunteering for “La Bacchetta Magica” in a programme of Assistance of new mother
Attended 100 hours Stage in Social Service for Infants
References Available On Request
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