Marina Di Domenico
Capannori
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Superb ApS
Remote
11.2022 - 10.2023
- 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 was: Intercom, Adyen, Sendgrid, Jira, Fullstory, Chargebee, Slack, Notion.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Created user accounts and assigned permissions.
Customer Support - Inside Sales
Trendhim And Neoswave
Remote
01.2022 - 11.2022
- At Trendhim (sale of men's accessories) I gave support for the Italian, French and English markets
- CRM and apps used were Dixa, Asana, Magento, Slack
- At Neoswave I worked for the client Ermenegildo Zegna offering support for the Italian, French and English markets using Sap, Slack, Gsuite.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Monitored customers for signs of security concerns and escalated issues to management.
- Recommended complementary purchases to customers, increasing revenue.
Inside Sales
Complastex S.p.a.
Capannori
11.2019 - 12.2020
- Answered calls, responded to emails, and inserted orders for rubber seals (automotive and construction industry).
- Followed up on shipping status and chased up shipments when necessary.
- 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.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
Assistant Purchaser
Casa del Cuscinetto S.p.a.
Porcari
07.2018 - 11.2019
- Negotiated with vendors to determine optimal solutions in terms of price, quality and service.
- Built and grew database of preferred vendors to manage supplier performance.
- Established relationships with vendors to support access to latest product information and pricing.
- Collaborated with cross-functional teams to facilitate efficient and timely product delivery.
- Monitored incoming orders and tracked progress to meet deadlines.
Customer Success Specialist
Gucci S.p.a.
Florence
06.2017 - 07.2018
- Responded to 100+ emails a day or 60+ calls using Salesforce
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Opened claims with DHL when shipping issues occurred and followed through until complete resolution of the case.
Customer support and inside sales
Peuterey S.p.a.
Altopascio
07.2014 - 05.2017
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Monitored industry news and trends to stay up-to-date on competitive landscape.
- Used in-store system to locate inventory and place special orders for customers.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Implemented customer service policies and procedures for consistent performance standards.
- Sought ways to improve processes and services provided.
- Utilized data visualization tools to effectively communicate business insights.
Education
Associate of Arts - Philosophy
University of Pisa
ItalyHigh School Diploma -
Liceo A. Vallisneri
Lucca, Italy2003
Skills
- Client Relationships
- User Experience
- Customer Communication and Empathy
- Collaborative Team Player
- Friendly and Patient
- Active Listening
- HubSpot Software
- Self-Motivated and Disciplined
- Training and Development
- Digital Tools
- Digital Support
Personal Information
Driving License: Italian class B licence
Certification
- Inbound Sales, Hubspot Academy - November 2023
- Brand Identity and Strategy, Coursera - November 2022
- Customer Experience: Journey Mapping, LinkedIn - October 2022
- Introduction to Front-End Development, Meta - November 2022
Languages
English
Bilingual or Proficient (C2)
Italian
Bilingual or Proficient (C2)
French
Advanced (C1)
Spanish
Upper intermediate (B2)
Timeline
Product Support Specialist
Superb ApS
11.2022 - 10.2023
Customer Support - Inside Sales
Trendhim And Neoswave
01.2022 - 11.2022
Inside Sales
Complastex S.p.a.
11.2019 - 12.2020
Assistant Purchaser
Casa del Cuscinetto S.p.a.
07.2018 - 11.2019
Customer Success Specialist
Gucci S.p.a.
06.2017 - 07.2018
Customer support and inside sales
Peuterey S.p.a.
07.2014 - 05.2017
Associate of Arts - Philosophy
University of Pisa
High School Diploma -
Liceo A. Vallisneri