# Customer Support | Customer Success | Customer Care Professional Location SpainDesired Salary UnspecifiedWork preference Full TimeLinks Joined1 Jul 2026Field / Industry Customer Success * SharePreferences:Status: Actively lookingRelocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet Languages: English - Italian - Spanish - Report [Overview](#overview) ## 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 Solving](https://jobicy.com/talent/problem-solving.md)[CRM](https://jobicy.com/talent/crm.md)[Account Management](https://jobicy.com/talent/account-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Reporting](https://jobicy.com/talent/reporting.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md)[SAP](https://jobicy.com/talent/sap.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Empathy](https://jobicy.com/talent/empathy.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Customer Care](https://jobicy.com/talent/customer-care.md)[Phone Support](https://jobicy.com/talent/phone-support.md)[Active Listening](https://jobicy.com/talent/active-listening.md) ## Education EUDE University (Madrid) May 2010 - May 2012 Master’s Degree in Environment & Renewable Energy Cesar Manrique Institute May 2021 - May 2023 Higher Vocational Degree in International Trade Oklahoma State University May 2000 - May 2002 Industrial Laboratory Technician Diploma Oklahoma City Community College May 2001 - May 2003 Mathematics Diploma ## Experience Senior E-commerce Claims Specialist @ CoverGenius May 2022 - Present 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. Collections Manager @ TECH University Tenerife May 2020 - May 2022 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. Claims Handler – Property Damage Department @ Mutua Tinerfeña May 2017 - May 2020 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. Technical Support & Incident Manager @ ATOS May 2012 - May 2017 Delivered enterprise-level technical customer support, coordinated critical incidents, and ensured service continuity for international clients including Adidas, Bridgestone, and Novozymes. Credit Controller / Billing @ Verizon Business (UK) Jan 2006 - May 2012 Managed billing inquiries, dispute resolution, and collections in a customer-facing finance role while exceeding performance targets and maintaining strong client relationships.