Cristina Rosselli

CRISTINA ROSSELLI Contrada Balestrieri 13, Misilmeri (PA), Italy Date of Birth: November 7, 1992 Phone: - Email:-Linkedin: http://www.linkedin.com/in/cristina-rosselli-9ba199aa PROFILE I am a Customer Assitant with several years of experience in this field - my last job was at Swappie, where I held the position of Senior Customer Support Specialist for three years. My main focus was ensuring that customers had a fantastic experience with our services, something which awarded me the prestigious prize from Statista "Italy's best customer service" in 2022. In addition to my experience at Swappie, I am currently working as a Platform Support Agent at Discuss.io. In this role, I provide technical live support for a meeting platform dedicated to marketing research for businesses all over the world. Whether I have to answer customer's questions, solve issues on behalf of my clients, or handle complaints, I am a dedicated, highly disciplined and quick-thinking online assistant with a broad range of different experiences. In fact, I have been a freelancer for more than 10 years, and I boast a very diversified backround in the tech world, with knowledge spanning in many sectors that include English/Italian translations, website localizations, Amazon and eBay listing, and even a basic understanding of SEO practices. Core Competencies/Areas of Expertise Customer Service, Troubleshooting, Technical Support, Virtual Assistant, Translations, Website Localization, Amazon/eBay listing KEY SKILLS AND EXPERIENCE Customer Service Assistant  I worked for Swappie, a tech unicorn selling refurbished iPhones, for 3 years to provide email, chat, and voice-based assistance to millions of customers in their number 1 global marketplace (Italy)  I provided assistance to more than 200 online customers per day for an adult chatroom website under the Nexxie Group/Vdesk corporation.  My current role at Discuss.io allows me to continue to excel in delivering exceptional customer support while troubleshooting technical problems in real-time.  I worked as salesperson in a toy store and as waitress in a popular local pub, so I have experience in sales and customer support with physical customers as well. Freelance Translator  Robust background in translations with 5+ years of localization services for many websites across all European countries.  Translated different topics such as: wellness, beauty, natural nutrition, gambling, travel, adult content, and more.  Experience as translator for Amazon and eBay listing, including using SEO and PPC best practices for keywords insertion since 2013 Content Writing  Content writer for a travel and renting website with Italian localization.  Editing and writing for organic and vegan nutrition ecommerce with Italian localization.  Worked as writer of web ads with keyword phrases.  Content writer for a beauty and make-up website. Cristina Rosselli Page 1 PROFESSIONAL HISTORY Platform Support Agent for Discuss.io July 2023 – Current Platform Support Agent     Ensuring that the audio and video for all participants are functioning correctly and that there are no technical issues before the start or during the meetings Troubleshooting technical issues for customers from different countries and with different levels of technical literacy and knowledge Acting as communication interface between clients and cluster group respondents to ensure continuity of service within sessions with multiple customers Provide technical reports to continuously assess the quality of the service Customer Service Expert for Swappie June 2020 – June 2023 Senior Customer Service Expert     Handled over 50 customer calls daily, efficiently resolving technical issues and providing excellent support in all circumstances in the most competitive European smartphone market In 2022, together with my colleagues, we won the prestigious prize from Statista "Italy's best customer service". Successfully resolved logistic issues for thousands of orders, skillfully managing customer claims and collaborating with internal teams to address production, warranty, and logistic concerns Managed a high volume of emails (100+) and chat messages, all in a fully-integrated customer assistance platform designed to efficiently address customer inquiries and concerns Customer Service Assistant for Vdesk January 2019 – May 2020 Customer Service Assistant   Working as a customer service assistant in an adult chatroom for a website under the Nexxie Group/Vdesk corporation. Dealing with more than 200 customers per day in a frantic online environment as part of a team of 10+ assistants. Freelance Translator and Content Writer January 2015 – December 2018 Translator and Content Writer    Translated all the Italian section of many websites, with particular emphasis for detailed localization, insertion of keywords for SEO purposes, and images. (examples: Rentautobus.com, Vegamega.it ,Video-recruit.com) Translated a broad range of articles and posts from a broad range of different subjects (nutrition, adult content, online gaming, casinos/gambling websites, herbal remedies, beauty, fashion, etc.) Wrote several pages of new content, blog articles, product descriptions, and posts. Amazon/eBay listing and keyword researching September 2013 – January 2020 Amazon and eBay    Amazon listing and keyword optimization using Helium 10 for a knitwear store ENG/ITA translation of Amazon products, including using SEO and PPC best practices for keywords insertion ENG/ITA translation of eBay products, including using SEO and PPC best practices for keywords insertion Retail salesperson in a local toy store November 2011 – January 2012 Retail Salesperson and Customer Support    Greeting customers, understanding their requests, and providing them with the best merchandise according to their needs Understanding and describing use, operation and maintenance of products sold (toys) Providing ongoing support and assistance, taking orders, dealing with issues and handling complaints Waitress June 2009 – September 2009 Night Pub Waitress     Working in a hectic environment of a lively night pub under significant pressure as part of a team of several employees My first experience in learning to work as a team, with short notice and under pressure Preparing food and meals to ensure optimal customer satisfaction and timely food and drinks delivery Cleaning and preparing the dining area and preparation station. Cristina Rosselli Page 2 ADDITIONAL WORK HISTORY ROLE COMPANY PERIOD Freelancer Upwork, oDesk, Elance, FreeUp 2013 – 2020 EDUCATION AND TRAINING High School Diploma in Modern and Foreign Languages 2006 – 2011 IELTS Certification 2015 ADDITIONAL INFORMATION Platforms/Tools Used: Kustomer, Asana, Aircall, Slack, Front, Helium 10, Google Workspace, MS Office, Ziimaxx, In-house CRM platforms, Trello, Active Campaign. Languages Spoken: Italian (native), English (fluent), French (basic). Interests: Technology, history, roleplaying, video games, Japanese anime, literature, art. Cristina Rosselli Page 3