I am an International Operations and Customer Success Specialist with more than seven years of experience in remote operations, customer service, e-commerce, and international incident management.
I currently manage approximately 3,500 customer incidents per month for a European e-commerce company, coordinating logistics operations across Spain, France, Italy, Germany, and Sweden. I focus on resolving delivery issues, claims, refunds, compensation cases, customs delays, and transportation-related incidents.
I am experienced in working directly with logistics carriers, customers, and internal teams to ensure efficient case resolution and a high-quality customer experience. I maintain detailed follow-up processes from the initial incident through final resolution and compensation payment.
I use operational data, KPIs, tracking systems, and daily reports to identify opportunities for process improvement and support management decision-making. I have maintained delivery success rates above 98% while managing multiple priorities in a fully remote environment.
I also support team onboarding, create tracking tools in Excel, and improve internal processes to increase operational visibility and case traceability. I am highly autonomous, analytical, organized, and focused on results.
I communicate professionally with international customers and logistics providers, using translation tools when needed for English, French, Italian, and German communications. I am motivated by technology, e-commerce, process automation, customer experience, and continuous improvement.
