Customer Service Consultant & L1 Support Specialist & L2 Support Specialist

The candidate has been doing L2 Support for about 2 years now. Her daily tasks include troubleshooting customer issues and also troubleshooting computers and systems, offering 24/7 on call to premium customers for assistance, troubleshooting and escalating tool bugs. She has experience with both Windows and Mac platforms, she came across Virtual Desktop Infrastructure in 2017, so she has an awareness that would need to be refreshed. In her spare time, she teaches herself how to program in JavaScript. Communicating in English is not a problem for her.

November 2021- Ongoing: L2 Customer Support Engineer - Responding to customer inquiries via email, identifying and escalating bugs, selling the product to customers, providing technical troubleshooting, and assisting clients through live channels

October 2020 – October 2021: Fraud Investigation Specialist in KYC - Conducting due diligence and KYC procedures, investigating suspicious activities, minimizing fraud risk, communicating with stakeholders in English and Italian, and participating in ad hoc projects

July 2019 – October 2020: International Cash Collection Dispute Lead Italy - Overseeing and streamlining the dispute process, coordinating with various departments, developing KPIs, enhancing customer experience, and preparing dispute reports

August 2018 – February 2019: International Cash Collection Dispute Lead Italy - Overseeing and streamlining the dispute process, coordinating with various departments, developing KPIs, enhancing customer experience, and preparing dispute reports

April 2019 – June 2019: Medical Assistant Coordinator - Handling claims under company policy, providing medical assistance and travel services, delivering superior customer service, and ensuring regulatory compliance

January 2017- August 2018: Customer Service Specialist/Coordinator EMEA Damage Department - Managing customer complaints, investigating and resolving claims, maintaining relationships with customers and internal departments, and coordinating dispute resolution

November 2015- January 2017: Pub Manager - Managing daily operations of a pub, including staff management, customer service, and inventory control