Marina Di Domenico

Marina Di Domenico Customer Support - Inside Sales- Capannori (LU), Italy linkedin.com/in/marina-di-domenico - OBJECTIVE Multilingual customer support representative with over 15 years of experience looking to offer outstanding service and continue learning new skills. LANGUAGES • English, native • Italian, native • French, advanced • Spanish, intermediate EXPERIENCE November 2022 - Product Support Specialist - Fully remote Superb ApS, Denmark - SaaS October 2023 Product support in English and Italian to restaurant staff on how to use Superb Res and Superb Pos apps and back office software. Requests ranged from product training calls to assistance with system rules, password creation, help with the Adyen platform, with reporting. Software used on a daily basis are: Intercom, Adyen, Sendgrid, Jira, Fullstory, Chargebee, Slack, Notion. January 2021 November 2022 Trendhim and Neowave - Freelancer contracts - Fully remote Customer support agent for fashion companies. For Trendhim (sale of men's accessories). I worked with the Italian/French and English markets. All company communication was in English. CRM and apps user were: Dixa, Asana, Magento, Slack. For Neoswave I worked for the client Ermenegildo Zegna offerin support for the Italian/French and English markets using Sap, Slack, Gsuite. November 2019 - Inside Sales December 2020 Complastex S.p.a. - Capannori, Italy Answered calls, responded to emails, and spoke with clients face-to-face. Processed a range of documentation and entered information into databases. Followed up on shipping status, sent customers order confirmations. Had weekly meetings with the purchasing and production departments to discuss KPIs, customer complaints, common issues. Prepared quotes for key clients with the help of the technical team. July 2018 - Assistant to the purchasing manager November 2019 Casa del Cuscinetto S.p.a. - Porcari, Italy Inserted orders for bearings, glue, tape, work safety apparel. Made a cost analyses to choose the best supplier. Negotiated prices with suppliers. Communicated with the sales team regularly on project status. Examined inventories and reports compiled by stockroom staff. June 2017 - Customer support for ecommerce purchases July 2018 Gucci S.p.a. - Florence, Italy Responded to 100 + emails a day or 60+ calls using Salesforce. Processed refunds. Was responsible for processing lost parcel claims with DHL and following through until the issue was solved. Assisted customers with inquiries, issues, and concerns by providing relevant information in English, French, and Italian. Became very experienced with angry customers and at finding the most effective way to close calls on a high note. July 2014 - Customer support and inside sales May 2017 Peuterey S.p.a. - Altopascio, Italy Answered calls, responded to emails, and dealt with all customer complaints for the company's three fashion labels. Created a customer service manual that I shared with all departments. Used customer feedback to create a list of areas that required improvement. Entered orders using Stealth software during sales campaigns. Worked with pivot tables, analysed big data extracted from the company's database. EDUCATION Associate degree in philosophy - University of Pisa High School Diploma - Liceo A. Vallisneri Lucca, Italy July 2003 Before arriving in Lucca at age 16 I attended private British schools in Brussels and Cairo from the age of 9. SKILLS Customer service Public speaking Problem-Solving Office administration DRIVING LICENCE Italian class B licence. Teamwork Very tech-savvy