Martina Caniati

Experienced in customer service and administrational duties, a self-starter, a team player with a keen eye for detail. Many years of exposure to customer facing and customer orientated roles, from dealing with the public to important business clients. Administration roles including data entry, stock taking/ordering, inventory management, answering e-mails, taking phone calls. Using Microsoft packages including Outlook, Teams, and Excel. IT and Social Media Management skills including Facebook, Instagram, Pinterest, as well as managing Discord servers. Team Leading experience in roles requiring training, development and increasing staff retention. Fluent bilingual in English and Italian (native). Demonstrated interest in customer welfare, as evidenced in my charitable volunteer work with organisations such as Citizen Advice Airdrie and Easterhouse Women’s Aid. 

Citizen Advice Bureau, Airdrie         (2022 – Present)
Volunteer Administrator/General Adviser

• Triaging clients: inbound/outbound phone calls, dealing with sensitive personal data relating to client issue, strong awareness of GDPR legislation, ability to swiftly understand the client needs in order to direct them to the appropriate solution and department.
• Face to face meetings with clients. Welcoming client with the ability to manage the meeting to a reasonable timeframe.
• Office duties such as photocopying, printing, scanning documents, storing and discarding private information in a safe way. 
• Working as a team to ensure clients have the correct, accurate and impartial information available to date.

Wagamama Glasgow City Centre         (2019 – Present)
FOH Team Member/Team Leader

• Ensuring excellent customer service experience at all times. Following standard operating procedure for customer journey within our business. 
• Working as a team both as a member, and leading colleagues. Clear and concise communication expected even during challenging times. 
• Adapting to the business needs with duties ranging from taking incoming calls, working individually, dealing with health and safety procedures, and prioritising workload. 
• Overseeing team members development and training plans.

The Drum and Monkey Glasgow City Centre     (2015 – 2019)
Duty Manager

• Managing the team during trading hours, organising the daily brief including members duties on shift, and making weekly rotas including any holiday requests and need for cover during members sickness or unavailability.
• Dealing with incoming stock deliveries, ensuring correct order and amend any discrepancies with the distributor. 
• Responsible for stock take, inventory management, and stock forecast for upcoming weeks and/or events. 
• Financial administration such as cash drops, banking transfers, safe key holder, and till counting. 
• Working in a fast-paced environment located in a high touristic area of Glasgow City Centre.

Pole To Win Glasgow       (2013-2015)
Localization Tester

• Responsible for translating soon to be released videogames, including correct grammar and respecting client terminology requests. Proof reading and discussing with the team for understanding context also in different languages. 
• Communicating with both Italian and mixed team remotely through Skype.
• Discussing deadlines and adjustment with various stakeholders within the project.

Additional Work
Sky Livingston (March/April 2021) - In-Bound Sales Advisor
 

I.T.I.S Q. Sella Liceo Tecnico – High School Diploma (approx. equivalent of Scottish National 5)

The Open University – Access Arts and Languages          PASS

The Open University – BA(HON) Religion, Philosophy and Ethics     In Progress