1. Reference;
Date: 2nd
September 2015
This letter acts as a Personal Reference for Marco Pellegrini Quarantotti.
Marco is currently employed as a Technical Support Associate for Convergys, an
outsourcing company. As such he is dealing with providing customer service and
technical support to Western Digital customers, covering in the main the Italian language
lines and supporting a wide range of products as well as pre-sales information calls. In
this capacity he is handling requests for advice and assistance from a wide range of
customers; both consumers with low technical knowledge as well as business customers
and IT-specialists who have a thorough understanding of our products. Marco easily and
professionally adapts his communication style in order to assist and satisfy all his
customers. Marco is the most technical agent in the team and through self-training and
motivation has gained experience in Network-related product, assisting these specialized
customers in both Italian and English.
In addition to phone contacts, Marco also supports his customers through emails,
ensuring that replies are promptly handled and within our 24-hrs turnaround time. Further
contact with the customer is handled through his adherence to case management, to
which Marco adheres diligently and efficiently, displaying not only great productivity but
also First-Call resolution, ensuring that his responses solve the issue. This is also
reflected in his Customer Satisfaction Survey result which shows Marco’s above target
performance.
From feedback from other colleagues and also from personal observations conducted by
myself as his Team Manager I have found Marco to be extremely helpful and polite, as
well as knowledgeable with regard to the various hardware and software systems and
issues that are related to customer enquiries. His attention to details is meticulous and he
takes ownership of customer’s problems and issues, resolving these to a fully satisfactory
level. His expertise and willingness to assist is recognized by his team- and other
colleagues who regularly ask for his assistance in matters more complicated than normal.
Marco’s overall attendance record is also fully satisfactory; he can be relied upon to
adhere to his scheduled attendance hours, and as such supports the overall customer
experience.
Gerard Odie
Team Manager
+31 20 586 4770
Gerard.Odie@convergys.com