Maria Cristina Grasso

Cognizant

Aug 2020 – Present

Dublin, Ireland

User's feedback triage

• Helping users (Google support agents) to resolve different types of issues (e.g. technical issues with internal tools, content and/or translation feedbacks, process improvement feedbacks) by analyzing and triaging their feedbacks accordingly. • Ability to reproduce users' issues, and triage them to the appropriate team (e.g. engineering team, content team, platform specialists’ team), or resolve them when within the scope of the team. • Keeping track of high-impact issues to understand and be aware of the most impacting and up-to-date users' issues. • Following up on feedbacks to ensure users' satisfaction. • Cooperating both within the feedback triage team and with other teams (e.g. program managers, platform specialists, content strategists).

Cognizant

Sep 2019 – Jul 2020

Dublin, Ireland

Content writer - documentation specialist

• Creation and maintenance of English internal content addressed to Google support agents, by ensuring that this content consistently meets the internal style guide and content model criteria defined by the business. • Ability to use all internal tools (e.g. internal vocabulary and linguistic resources) to create content specifically addressed to a certain target audience from both the linguistic and cultural point of views. • Ability to use all internal tools required for handling content requests through all steps of a content creation project (from content request receipt to project finalization and completion). • When applicable, assigning localization of created English content to localization teams. • Ability to cooperate with other regional teams. • Raising content queries with program managers and content strategists.

Concentrix

Sep 2018 – Aug 2019

Swords, Co. Dublin, Ireland

Content writer

• Creation and translation (English > French and vice versa) of English and French content (both internal and customer-facing help center articles, canned responses used by customer support agents) for Google Shopping Help Center. • Ability to use all internal tools (e.g. internal vocabulary and linguistic resources) to create content specifically addressed to a certain target audience from both the linguistic and cultural point of views. • Maintenance of created English and French content to ensure its alignment with the most recent product updates. • Raising content queries with program managers and content strategists.

Tethras Technology Ltd.

Mar 2018 – Jul 2018

Dun Laoghaire, Co. Dublin, Ireland

Localization intern

• Translation from English to Italian: translating Android and iOS apps belonging to different fields (e.g. technical, scientific, financial, games). • Translation review and quality assurance. • Receive and give suggestions on possible improvements throughout the localization process. • Raising context queries and dealing with customers.

Bonjour Provence

Sep 2015 – Dec 2015

Aix-en-Provence, France

Languages school intern

• Administration (front and back office) • Customer care services • Learning the teaching method of the school • Creating content for the organization on social media (Facebook, Twitter)

Italian Association for Arts and Music

Jun 2012 – Jul 2012

Naples, Italy

Customer care intern

• Customer care services • Managing study and research relations with foreign institutions • Creating content for the organization on social media (Facebook)

Maria Cristina Grasso

Skills

Languages