Dawid F. Prestini

Tech Career Skills: Moving from Developer to Engineering Manager (ex Soft Skills) Jessica Rose Technology Professional and International Public Speaker The skills that made you stand out as an individual contributor won't necessarily help you transition to management. As an engineering manager, you'll be charged with a host of brand-new new responsibilities—from hosting 1:1 meetings to conducting annual reviews—that necessitate the development of brand-new soft skills. This course outlines those skills, as well as the practical steps to take to successfully transition from an individual contributor developer on a team to an engineering manager. Instructor Jessica Rose details the fundamental tasks you'll need to tackle as a manager, as well as how to switch your focus from hands-on coding to coaching. Plus, she shares how to best advocate for your direct reports, as well as continue to grow your technical skills while in a leadership role.

Customer Service Serving Customers Through Chat and Text Leslie O'Flahavan Leslie O'Flahavan Online Writing Expert Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You’ll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O’Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin—all while maintaining your company’s brand. Learn all the writing skills you’ll need to provide top-notch live chat and text customer service. Learning objectives Asking questions that solve problems Switching channels with ease Handling delays

 Become a Customer Service Specialist Learning Path Discover how to provide great customer service and make your customers feel heard. Develop and sustain great relationships, even when customers get abusive or unruly. Learn skills to listen to customer needs, build rapport with those you're helping, and turn challenging customers into true allies. COURSES: Customer Service Foundations By: Jeff Toister Customer Service: Problem Solving and Troubleshooting By: Noah Fleming Building Rapport with Customers By: Myra Golden Customer Service: Call Control Strategies By: Myra Golden Customer Service: Handling Abusive Customers By: David Brownlee Creating Positive Conversations with Challenging Customers By: Myra Golden De-Escalating Intense Situations By: Myra Golden Customer Service: Serving Customers Through Chat and Text By: Leslie O'Flahavan

De-Escalating Intense Situations Myra Golden Author, Trainer, Keynote Speaker Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more. Learning objectives Recognize examples of pushing when dealing with a customer. Summarize the goal of reframing conversations. Identify the benefits of using partnering language. Determi

Creating Positive Conversation with Challenging Customers Myra Bryant GoldenAuthor, Trainer, Keynote Speaker What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues.

Customer Service: Call Control Strategies Myra Bryant GoldenAuthor, Trainer, Keynote Speaker Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. You’ll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions.

Customer Service: Handling Abusive Customers David Brownlee Founder and CEO of Pure Customer Service What is the best way to handle a customer who steps into dangerous territory? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? In this course, join customer service expert David Brownlee—the author of  Rock Star Customer Service —as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts. Upon wrapping up this course, you'll have the knowledge you need to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism.

Building Report with Costumes Myra Golden Author, Trainer, Keynote Speaker Want to set yourself up for success each time you interact with a customer? Take steps to establish a genuine, human connection with the person you're speaking with. In this course, instructor Myra Golden helps customer service reps accomplish this by stepping through how to establish rapport within the first few seconds of a customer service interaction. Myra shares simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions. Plus, discover techniques that can help you build rapport in specific situations, including chat interactions, emails, and circumstances in which you need to deliver bad news. Learning objectives Identify how to build a rapport with customers through acknowledging concern. Explore the rapport building tec

Customer Service: Problem Solving and Troubleshooting Noah Fleming Noah Fleming Author, Speaker, President of Fleming Consulting & Co. Customer service care costs organizations billions of dollars each year. As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service problems. In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications. Discover how to effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity). Plus, learn how to identify and resolve larger systemic issues within your company. Learning objectives Identify the first step to take with an invalid complaint. Recognize the importance of always listening to the customer. Explain how to deal with a customer who is rude and making you uncomfortable.

Customer Service Foundation Project Management Institute (PMI)®  Jeff Toister Author, Consultant, Trainer Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, writer and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve. Learning objectives Explore how you can use customer surveys to build rapport. Name three ways you can use active listening to serve your customers more effectively. Identify the different types of needs that must be addressed in order to solve problems. Explain the benefits of taking ownership of a problem. Define “preemptive acknowledgment”

📚 Facebook Social Media Marketing  Specialization 🕐 7  months UCLA - Anderson School of Managment     This six-course program, developed by digital marketing experts at Aptly together with Facebook marketers, includes industry-relevant curriculum designed to prepare you for an entry-level role in social media marketing. After an introduction to digital marketing and the main social media platforms, you’ll learn to establish an online presence, create posts, build a following, and manage your social media accounts. You’ll develop skills in creating and managing advertising campaigns in social media and learn to evaluate the results of your marketing efforts. Most importantly, throughout the program you’ll get to practice your new skills through hands-on projects, the results of which you can showcase through a portfolio of your work. Upon successful completion of the program, you’ll earn both the Coursera and the Facebook Digital Marketing Associate Certification, proving your skills

University of Leeds Chair of Educational Technology Innovation and Change in the School of Education, and the Interim Deputy Vice Chancellor: Digital Transformation at the University of Leeds Learning online is very different from face-to-face learning, as it often involves independent study and a different set of skills. On this course, you will develop effective online learning strategies that work for you, whether you are learning for work, leisure or for your studies, so that you can make the most of it. - You will discover how to learn from different media, and acquire practical skills like note-taking and how to reflect on your learning so that you can draw meaningful conclusions. - You will learn how to communicate online so that you can contribute to online learning discussions. - You will find out about online collaboration tools and practice the skills you need to be able to manage productive collaborative work online. - The course also explores best practice for conduct

UCLA - Anderson School of Management Anke Audenaert CEO & Co-FounderAptly - Adj. Professor - UCLA This course provides you with the skills to optimize your social media marketing efforts. Learn to evaluate and interpret the results of your advertising campaigns. Learn how to assess advertising effectiveness through lift studies and optimize your campaigns with split testing. Understand how advertising effectiveness is measured across platforms and devices, learn how to evaluate the ROI of your marketing, and master how to communicate your social media marketing results to others in the company. By the end of this course, you will be able to: • Analyze dashboards and evaluate ROI from your social media marketing efforts • Understand different techniques used to optimize marketing campaigns, such as attribution and marketing mix models • Implement an A/B test to optimize your campaign • Present and communicate the results of your campaign to a team This course is for people who wan

Anderson School of Management Daniel Kob Marketing Leader & Entrepreneur This course will establish you as an expert in Facebook Ads Manager. Learn how to structure campaigns in Ads Manager by selecting ad objectives, target audience, budget, and placement that fit your unique goals. Learn to create and manage ads across Facebook and Instagram and evaluate and optimize the results of your Ads Manager campaigns. You will end the course by creating an actual ad campaign in Facebook Ads Manager to expand not only your knowledge, but your social media marketing portfolio . By the end of this course, you will be able to: • Structure campaigns in Facebook Ads Manager • Identify the major components and elements of an ad in Facebook Ads Manager • Build an ad that aligns with your marketing objectives and target it to your intended audience • Set a budget, placement, and schedule for your ads in Facebook Ads Manager • Edit and troubleshoot your ads in Facebook Ads Manager This course

ULCA - Anderson School of Management Daniel Kob Marketing Leader & Entrepreneur This course takes a deep dive into paid advertising on social media. Learn how to start advertising on platforms like Facebook and Instagram by developing effective ads. Learn how to work with design teams by capturing the essence of your ad campaign in a creative brief, and understand how privacy policies may affect your ads. Complete the course with a project where you will produce a creative brief with assets you would deliver to a design team for your ad campaign. You’ll also create your first social media ad. By the end of this course you will be able to: • Determine why and when to invest in paid advertising on social media • Understand the anatomy of a social media ad and how they differ from organic posts • Evaluate on which platforms to run social media ad campaigns and what makes an ad effective • Craft compelling and effective visuals and copy for social media ads • Learn how to collaborate

UCLA - Anderson School of Management Anke Audenaert CEO & Co-FounderAptly - Adj. Professor - UCLA Anderson School of Management This course equips you with critical content creation and management skills. You’ll learn how to create effective social media posts and how to create a strong brand to help you build a social media presence. You’ll also learn how to establish an ongoing process to manage your content. This includes setting up a content calendar, managing and moderating your posts, analyzing data for insights and iteration, and how to increase post effectiveness. You will end the course with real-world application of your skills through a content management project. By the end of this course, you will be able to: • Establish and manage a social media presence • Create a Facebook business page and an Instagram account for business • Understand how and why to create content for social media • Create a brand, tone, and voice for a social media presence • Manage a content c

UCLA - Anderson School of Management Anke Audenaert CEO & Co-FounderAptly - Adj. Professor - UCLA Anderson School of Management This course lays the foundation of social media marketing. You’ll learn what social media marketing entails, including the history and the different social media channels that exist. You’ll learn how to select a social media channel that fits your needs, set goals and success metrics, and determine who your target audience is. By the end of this course, you will be able to: • Understand the landscape of traditional, digital, and social media marketing • Understand how to become certified as a Digital Marketing Associate • Understand the major social media platforms, how they function, and what role they play in marketing • Create SMART goals and identify KPIs • Define your target audience and their customer journey • Choose the right social media platforms and learn how to create social media policies Whatever level of knowledge you start with, this cou

University of Copenhagen - 5 WKS Arne Astrup, Head Professor, MD, DMSc Department of Nutrition, Exercise and Sports (NEXS) Faculty of Science, University of Copenhagen Completed by  Dawid F. Prestini January 3, 2021 5 weeks Grade Achieved: 89.08% Certifies their successful completion of The New Nordic Diet - from Gastronomy to Health The New Nordic Diet is a new food culture developed in 2009-13 with key emphasis on gastronomy, health, and environment. Major research in its effect on acceptability, behaviour and learning skills, and disease prevention have been conducted by the OPUS centre at the University of Copenhagen and the people behind the award-winning restaurant Noma in Copenhagen. This course will give the participants the opportunity to experience a healthy and palatable new food and eating concept diet “The New Nordic Diet” and an understanding of how food and diets can affect mental and physical health and ensure the foundation for a healthier life style for future generat