Experience

Launchmetrics

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Support Manager

  • Feb 2020 - Present

  Madrid, Spagna Main responsibilities: Main point of Contact for Spain support Manage and develop France and Italy Support team Manage the Implementation of Support Management Platform (Salesforce Service Cloud) Generate support analysis reports Work closely with QA and Product Team Provide and oversee the support of Fashion Weeks

• Customer Support Specialist

  • Mar 2016 - Feb 2020

  Madrid Launchmetrics is a launch-to-market software company created by the Fashion GPS and Augure merger in 2016. Our software and data insights enable brands to accelerate their launch into the marketplace and build a strong and lasting exposure through the activation of the influencers that matter for their audience. Main responsibilities: Product support specialist for Spanish, Italian and Latam markets. Serve as the first point of contact for our clients (inbound and outbound calls… Show more Launchmetrics is a launch-to-market software company created by the Fashion GPS and Augure merger in 2016. Our software and data insights enable brands to accelerate their launch into the marketplace and build a strong and lasting exposure through the activation of the influencers that matter for their audience. Main responsibilities: Product support specialist for Spanish, Italian and Latam markets. Serve as the first point of contact for our clients (inbound and outbound calls and emails). Handle inquiries in a timely manner. Troubleshoot issues and problem solve client question. Log all client enquiries in a ticketing system (Desk). Escalate urgent issues and questions to management and/or the Development team. Work with QA and Development to prioritize bugs and communicate product feedback. Help improve our internal knowledge center and external support documents including updating user guides and producing "how-to" videos. Be a technical expert on the product suite to provide training as needed.



Trueblue

• Italy
• IT Services and IT Consulting
• 100 - 200 Employee

• Front End Customer Service Manager

  • Mar 2015 - Feb 2016

  Verona y alrededores, Italia Trueblue is an IT software and business service provider in the Life Science CRM industry active in more than 10 markets worldwide and with a growing portfolio of 30 pharmaceutical companies. Main responsibilities: Technical Support and Assistance: I take care of incoming customer service inquiries (via email and phone call) to assist our customers and resolve every day issues with our products (1st level assistance to the field sales force). I am also responsible of the 2nd level… Show more Trueblue is an IT software and business service provider in the Life Science CRM industry active in more than 10 markets worldwide and with a growing portfolio of 30 pharmaceutical companies. Main responsibilities: Technical Support and Assistance: I take care of incoming customer service inquiries (via email and phone call) to assist our customers and resolve every day issues with our products (1st level assistance to the field sales force). I am also responsible of the 2nd level assistance, thereby received customer service requests directly from the client's head quarter. Support to the Software Developing Team: I am actively involved in the release of new versions of the software and my experience and advise is fundamental to fix bugs and enact new improvements. New product testing: I am responsible of testing new software releases to check their suitability to go live. Training: I organize and give training courses for the field sales force and the sales direction. Work activities focused on foreign markets: I work mainly for the Spanish and Portuguese markets, organizing meetings, conference calls and training courses for headquarters and sales force in Spain and Portugal.

• Customer Service Specialist

  • Mar 2013 - Feb 2015

  Verona, Italy Trueblue is an IT Software and Business services provider leader in the Life Science CRM Market (Operational, Analytical CRM, OTC and Event Management Tool). Responsibilities: Technical Support: Level 1 support (sales force), Level 2 support (headquarter). Technical check of the issues. Support to the developing team for new releases (bug fixing and new improvements). Check and test of new products. System configuration and personalization. System startup: go-live… Show more Trueblue is an IT Software and Business services provider leader in the Life Science CRM Market (Operational, Analytical CRM, OTC and Event Management Tool). Responsibilities: Technical Support: Level 1 support (sales force), Level 2 support (headquarter). Technical check of the issues. Support to the developing team for new releases (bug fixing and new improvements). Check and test of new products. System configuration and personalization. System startup: go-live support. Organization of courses for sales force and headquarter.



Nordmatic

• IT Technician

  • 2011 - 2012

  Verona, Italia Nordmatic is an IT Software company. Responsibilities: Customer Service. Software configuration and installation. Resource allocation. Testing and monitoring products.