Azzurra Donnini
@azzurradonnini
Customer-focused IT graduate specializing in escalations and operational customer experience improvements.
ItalyWhat I'm looking for
I am an IT graduate with broad customer service experience across Amazon operations and retail environments, focused on resolving complex escalations and improving customer experience. At Amazon I manage senior-leader escalations, coordinate cross-functional investigations, and deliver incident analyses to drive process improvements.
Previously I supported delivery-station operations, enabling real-time package investigations, collaborating with drivers and operations teams, and organizing regional calls as a PRR Champion to improve metrics. I also worked in retail cashier roles where I trained new hires and developed strong problem-solving and responsibility skills.
I bring organization, resourcefulness, and a drive to help teams achieve results, combining hands-on operational knowledge with structured project work alongside product and operations teams to reduce recurrence and improve customer outcomes.
Experience
Work history, roles, and key accomplishments
Manage escalated customer inquiries from senior leaders, resolve complex issues, identify root causes and deliver solutions that improve customer experience and operational processes.
Delivery Station Liaison
Amazon Logistics
Jan 2019 - Mar 2023 (4 years 2 months)
Provided in-station customer service and real-time investigations to enable same-day redeliveries, collaborated with PM and Operations to improve metrics and organized regional PRR calls to drive process improvements.
Cashier
Best & Fast Change
Jun 2015 - Jan 2019 (3 years 7 months)
Handled transactions and currency exchange, provided customer service, resolved complaints, and trained new hires while developing strong problem-solving and responsibility in a retail environment.
Education
Degrees, certifications, and relevant coursework
Istituto Tecnico Industriale Ernesto Balducci
Technical Diploma, Computer Technology
Activities and societies: Participation as PRR Champion; involvement in practical station-level investigations and process improvement activities.
Completed a Computer Technology vocational/technical program (EQF level 5) focused on applied computer technologies and hands-on technical skills.
University of Cambridge, Florence
Certificate in Advanced English (CAE) - Level C1, English Language
Completed the Certificate in Advanced English (CAE) at Level C1 through the University of Cambridge program in Florence.
Availability
Location
ItalyAuthorized to work in
Social media
Job categories
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