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Elisa Venturi

@elisaventuri

Customer care specialist at Zalando who handled complex cases across European markets and investigated fraud and Trust & Safety issues.

Germany

Message

At Zalando, I managed complex customer cases across European markets, including orders, returns, refunds, and delivery issues. I also investigated and escalated suspected fraud and Trust & Safety cases in line with internal policies and EU regulations.

At DBS (Deutsch Business Service GmbH), I handled inbound calls and customer requests across multiple client accounts, scheduled appointments, and maintained customer records. Earlier, as Cabin Crew at RyanAir, I supported passengers, followed safety procedures, and handled onboard sales.

Experience

Work history, roles, and key accomplishments

Customer Care Specialist

Zalando

Mar 2022 - Oct 2025 (3 years 7 months)

Managed complex customer cases across multiple European markets, covering orders, returns, refunds and delivery issues. Investigated and escalated suspected fraud and Trust & Safety cases in line with internal policies and EU regulations.

Customer Service Fraud Investigation Trust and Safety Case Management Policy Enforcement EU Regulations Training Onboarding

Call Center Operator

DBS (Deutsch Business Service GmbH)

Mar 2017 - Aug 2020 (3 years 5 months)

Managed high-volume inbound calls and customer service requests across multiple client accounts. Scheduled appointments and resolved customer inquiries efficiently and professionally.

Customer Service Call Handling Appointment Scheduling Record keeping Team Coordination

Cabin Crew

RyanAir

Oct 2015 - Feb 2017 (1 year 4 months)

Delivered high-quality customer service in a fast-paced, safety-critical environment. Assisted passengers with their needs and managed challenging situations with professionalism and empathy.

Customer Service Safety Procedures Emergency Response Cash Handling Sales

Italian Language Assistant

Lalor Secondary College

Apr 2014 - Dec 2014 (8 months)

Promoted the Italian language in Australia. Prepared lessons, quizzes and activities and organized cultural events about Italy and the Italian language.

Teaching Lesson Planning Cultural Events Language Promotion