Customer Support | Customer Success | Customer Care Professional
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.
Skills
Problem SolvingCRMAccount ManagementProcess ImprovementCustomer SuccessReportingTechnical SupportCustomer SupportVendor ManagementSAPZendeskCustomer RetentionEmpathyConflict ResolutionCustomer CarePhone SupportActive Listening
Education
Master’s Degree in Environment & Renewable Energy
Higher Vocational Degree in International Trade
Industrial Laboratory Technician Diploma
Mathematics Diploma
Experience
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.
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.
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.
Delivered enterprise-level technical customer support, coordinated critical incidents, and ensured service continuity for international clients including Adidas, Bridgestone, and Novozymes.
Managed billing inquiries, dispute resolution, and collections in a customer-facing finance role while exceeding performance targets and maintaining strong client relationships.