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Chiara Natilla

@chiaranatilla

I improve B2B customer operations through issue resolution, KPI reporting, stakeholder coordination, and workflow optimization.

Italy

Message

What I'm looking for

I'm looking for a customer operations or support role where I can coordinate stakeholders, resolve service issues, use KPI insights, and improve workflows in a dynamic cross-functional environment.

I'm currently improving customer operations at Mondadori by coordinating clients, internal teams, and external partners to resolve service disruptions and maintain client satisfaction.

I create monthly KPI reports, manage invoicing reconciliation, and support operational projects including tracking-tool updates and workflow optimization. Previously at Fresh Ways, I managed daily B2B customer service, claims, client onboarding, and technical support for an order management system.

I bring over five years of experience in issue resolution and process monitoring, with a practical, structured approach to problem-solving. I use customer-satisfaction insights and recurring-issue analysis to drive internal improvements in fast-paced, cross-functional environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Operations Specialist

Current

Mondadori

Jan 2024 - Present (2 years 9 months)

Managing communication between clients, internal teams and external partners, resolving service disruptions and ensuring client satisfaction. Creating monthly KPI reports and managing invoicing reconciliation with external partners and internal administrative teams.

Issue Resolution Stakeholder Coordination KPI Reporting Invoicing Process Improvement Workflow Optimization

Customer Care & Claim Specialist

Fresh Ways

Jan 2020 - Dec 2024 (4 years 11 months)

Managed daily B2B customer service operations, resolving service disruptions and claims to maintain high service standards. Facilitated the onboarding process for new clients, providing training and technical support on the company's order management system.

B2B Customer Service Issue Resolution Client Onboarding Training Technical Support Data Analysis

Receptionist

Vivaevents

Jan 2019 - Dec 2020 (1 year 11 months)

Managed front-desk operations and ticketing for major exhibitions, overseeing cash reconciliation and data entry activities.

Front Desk Operations Ticketing Cash Reconciliation Data Entry

Operations & B2B Customer Service Internship

Linnaeus University

Jan 2020 - Jun 2020 (5 months)

Supported the management of international cooperation agreements, including renewals, updates, and terminations. Assisted in evaluating current and potential partner universities to ensure alignment with institutional objectives.

Administrative Support

Education

Degrees, certifications, and relevant coursework

Università degli studi di Bergamo

Master's Degree, Modern Languages for International Communication and Cooperation

2018 - 2022

Master's Degree in Modern Languages for International Communication and Cooperation, with a thesis on customer satisfaction questionnaires in English and Italian.

Universität Mannheim

Erasmus, Linguistic and Literary Studies

2017 - 2018

Erasmus exchange in Linguistic and Literary Studies at Universität Mannheim.

Università degli studi di Bergamo

Bachelor's Degree, Modern Foreign Languages and Literatures

2015 - 2018

Bachelor's Degree in Modern Foreign Languages and Literatures, with a thesis on deformity as prison of the soul in The Three Brothers by Joshua Pickersgill.