Margherita Garofalo

Customer-obsessed Consumer Care Supervisor & Team Lead Assistant supporting global FMCG brands (Health, Hygiene & Nutrition). Experienced in multichannel support, escalations, QA, SLA/KPI governance, and process optimization. Combines contactcenter expertise with hospitality leadership to deliver calm, empathetic, and brand-right resolutions in high-volume environments.

Consumer Care Supervisor & Team Lead Assistant at CPM International Contact Centre (2024-02 – Present)

Coordinate day-to-day operations, queue/volume management, and shift coverage; support the Team Lead in planning and reporting.

• Coordinate day-to-day operations, queue/volume management, and shift coverage; support the Team Lead in planning and reporting.
• Coach agents 1:1 and in huddles on call handling, tone, and compliance; monitor QA and deliver actionable feedback.
• Own complex escalations end-to-end, ensuring timely, empathetic and brand-right resolutions within SLA.
• Standardize and improve SOPs and knowledge articles; surface VOC insights to reduce repeat contacts.

Consumer Care Agent at CPM International Contact Centre (2022-06 – 2024-02)

Delivered multichannel consumer support (phone/email/chat), product guidance and compliant complaint handling.

• Delivered multichannel consumer support (phone/email/chat), product guidance and compliant complaint handling.
• Logged and documented cases in Salesforce; ensured traceability and regulatory-safe handling for HH&N categories.
• Maintained 98–99% across core KPIs (QA, CSAT, SLA, adherence, FCR, AHT target attainment).

Front Office Manager at Temple Hotel (2022-02 – 2022-06)

Led reception operations, service recovery, and cross-functional coordination to deliver seamless guest experiences.

• Led reception operations, service recovery, and cross-functional coordination to deliver seamless guest experiences.

Marketing advisor - product hunter B2B at Evomcloud UK Ltd. (2021-01 – 2021-12)

Owned B2B Relationship Management - Distribution Alliances and customer database management.

• Owned B2B Relationship Management - DISTRIBUTION ALLIANCES
• Customer database – CRM
• Development of new business, proposals, and initiatives
• Analysis of individual markets in terms of activity, dynamism, growth objectives, and opportunities.
• Drafting and managing proposals.
• Customer follow-up and data management.

Fashion B2B Talent & Supplier Scout at Glorious Fame Limited (2021-01 – 2021-12)

Scouted and identified European fashion designers, independent creators, manufacturers, and suppliers across Italy, Spain, Portugal, and France.

• Scouted and identified European fashion designers, independent creators, manufacturers, and suppliers across Italy, Spain, Portugal, and France.
• Created, organized, and maintained a structured contact database to support a luxury Asian e-commerce platform in selecting high-end brands and production partners.
• Collected and verified key information to facilitate acquisition, partnership, and sourcing processes.

Head of Front Office Operations at La Casa del Peregrino (2016-07 – 2021-10)

Owned front desk operations, scheduling, reservations, and staff training; resolved conflicts and upheld service standards.

• Owned front desk operations, scheduling, reservations, and staff training; resolved conflicts and upheld service standards.

Founder & Creative Director (ethical fashion) and Site/Project Manager positions in heritage restoration at Self-employed / Multiple Organizations (2006-01 – 2013-12)

Developed strong project coordination, stakeholder management, documentation and quality control.

• Founder & Creative Director (ethical fashion)
• Multiple Site/Project Manager positions in heritage restoration
• Developed strong project coordination, stakeholder management, documentation and quality control.

First-Level Master's Degree in Didactic, Psychological and Anthropological Methodologies, and Theory and Methods of Planning – Università per Stranieri Reggio Calabria

Master Degree in D.A.M.S. (Arts) – Università degli Studi di Palermo

Post-Diploma Qualification in Art Restorer – ANFE

Five-year high school diploma in Art - Cataloging and Conservation of Cultural Heritage – Leonardo Experimental Program