• Delivered high-volume multichannel support (phone, email, digital platforms) in Italian and English • Investigated account, payment, and application issues while ensuring regulatory compliance • Increased customer retention through efficient case resolution and personalized support • Used Zendesk to manage tickets, document recurring issues, and optimize support workflows

• Led customer-facing teams focused on first-contact resolution and customer satisfaction • Reduced service errors by 30% through workflow optimization and targeted team training • Acted as liaison between frontline teams and management, improving operational alignment • Tracked performance metrics to enhance efficiency and service delivery

• Managed daily operations and led a team of 10 in a high-pressure environment • Resolved 5+ escalated customer issues per week, maintaining NPS above 90% • Trained and coached staff to improve performance and service quality • Monitored operational KPIs and implemented process improvements