# Customer Support | Customer Success | Customer Care Professional

Location[Spain](https://jobicy.com/resume-region/spain.md)Rate, USD Not specifiedWork schedule Full Time, Links Language skills English, Italian, SpanishAvailable for Hire Yes [Hire me](#resume-dialog)

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## About me

I am a customer-focused professional with more than 10 years of experience in customer support, customer care, claims management, and service operations. I have worked in international, customer-facing environments where I have consistently focused on resolving complex issues and delivering empathetic, solution-oriented service.

My background includes supporting customers across email, phone, chat, WhatsApp, and ticketing systems. I have handled high-volume caseloads while maintaining strong performance against KPIs, SLAs, and customer satisfaction targets. I am comfortable working in fast-paced environments and adapting to different customer needs and communication styles.

I have strong experience in e-commerce, insurance, technical support, and financial services. In these roles, I have managed claims, billing inquiries, disputes, escalations, and incident coordination, always aiming to improve the customer experience and protect service quality.

I am also experienced in remote and multicultural teams, and I value clear communication, collaboration, and process improvement. I have worked with internal teams, vendors, repair partners, surveyors, and legal departments to accelerate resolutions and ensure accurate outcomes.

Throughout my career, I have built a reputation for empathy, active listening, and professionalism. I enjoy helping customers through difficult situations, explaining complex decisions clearly, and maintaining trust even in challenging cases.

I am bilingual in English, advanced in Italian, and native in Spanish. I bring a strong combination of customer service expertise, technical tools knowledge, and operational discipline, and I am ready to contribute to customer success-focused roles in international environments.

## Professional area

### [Customer Support](https://jobicy.com/resume-category/supporting.md)[Management & Operations](https://jobicy.com/resume-category/management.md)

## Skills

### [Account Management](https://jobicy.com/resume-skill/account-management.md)[Active Listening](https://jobicy.com/resume-skill/active-listening.md)[Conflict Resolution](https://jobicy.com/resume-skill/conflict-resolution.md)[CRM](https://jobicy.com/resume-skill/crm.md)[Customer Care](https://jobicy.com/resume-skill/customer-care.md)[Customer Retention](https://jobicy.com/resume-skill/customer-retention.md)[Customer Success](https://jobicy.com/resume-skill/customer-success.md)[Customer Support](https://jobicy.com/resume-skill/customer-support.md)[Empathy](https://jobicy.com/resume-skill/empathy.md)[Phone Support](https://jobicy.com/resume-skill/phone-support.md)[Problem Solving](https://jobicy.com/resume-skill/problem-solving.md)[Process Improvement](https://jobicy.com/resume-skill/process-improvement.md)[Reporting](https://jobicy.com/resume-skill/reporting.md)[SAP](https://jobicy.com/resume-skill/sap.md)[Technical Support](https://jobicy.com/resume-skill/technical-support.md)[Vendor Management](https://jobicy.com/resume-skill/vendor-management.md)[Zendesk](https://jobicy.com/resume-skill/zendesk.md)

## Education

May 2010 - May 2012  Master’s Degree in Environment & Renewable Energy  @  EUDE University (Madrid)  May 2021 - May 2023  Higher Vocational Degree in International Trade  @  Cesar Manrique Institute  May 2000 - May 2002  Industrial Laboratory Technician Diploma  @  Oklahoma State University  May 2001 - May 2003  Mathematics Diploma  @  Oklahoma City Community College

## Experience

May 2022 - Present  Senior E-commerce Claims Specialist  @  CoverGenius

Provide end-to-end customer support for commercial insurance claims for global e-commerce platforms. Manage complex customer cases across Spanish, Italian, and UK markets, handle high-volume inquiries through Zendesk, email, phone, and WhatsApp, explain coverage decisions, de-escalate complaints, collaborate with partners and internal teams, and contribute to continuous improvement.

May 2020 - May 2022  Collections Manager  @  TECH University Tenerife

Delivered customer-focused support to students across Latin America, resolved billing inquiries and payment issues, managed outstanding balances, coordinated with academic and finance departments, and supported administrative processes, retention, and satisfaction.

May 2017 - May 2020  Claims Handler – Property Damage Department  @  Mutua Tinerfeña

Provided customer care and advisory support to policyholders during accident and damage claims, analyzed insurance policies, coordinated with surveyors, legal teams, and third parties, resolved disputes, prevented fraud, and ensured regulatory compliance.

May 2012 - May 2017  Technical Support & Incident Manager  @  ATOS

Delivered enterprise-level technical customer support, coordinated critical incidents, and ensured service continuity for international clients including Adidas, Bridgestone, and Novozymes.

Jan 2006 - May 2012  Credit Controller / Billing  @  Verizon Business (UK)

Managed billing inquiries, dispute resolution, and collections in a customer-facing finance role while exceeding performance targets and maintaining strong client relationships.

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