Open to opportunities

Francesco Lipardi

@francescolipardi

Message

I resolve complex customer incidents and optimize CRM-driven support operations across international service teams.

Spain

Message

What I'm looking for

I'm looking for customer support or customer operations roles where I can improve CRM workflows, resolve complex incidents, support international customers, and contribute in remote, hybrid, or local teams.

I've supported enterprise clients at Avion Travel, digital energy customers at ADLance, and energy and mobility service users at Enel Group. I manage ticketing, documentation, bookings, invoicing, incident escalation, and administrative workflows while meeting strict SLAs.

Across BPO, energy, finance, logistics, and service environments, I combine empathetic omni-channel support with CRM and operational discipline. I'm fluent in Italian and professionally proficient in English and Spanish, enabling me to support international customers and teams across Southern Europe and EMEA.

Experience

Work history, roles, and key accomplishments

Customer Care & Operations Specialist

Avion Travel SRL

Jan 2023 - Jan 2026 (3 years)

Managed end-to-end digital documentation, ticketing, and booking systems for enterprise clients, achieving a 98% resolution rate within strict SLAs. Handled administrative workflows, invoicing, vehicle scheduling, and customer quote generation using cloud CRM platforms.

Salesforce HubSpot Zendesk Google Workspace Slack Zoom Data Entry KPI Tracking Reporting

Remote Customer Support Specialist

ADLance

Jan 2022 - Dec 2022 (11 months)

Provided 100% remote customer support for a digital energy-efficiency platform, handling complex ticket escalation and incident management. Optimized company digital presence and analyzed active marketing campaigns to boost customer engagement and retention.

Google Workspace Zoom Incident Management Customer Escalation Customer Engagement Marketing Analysis

Front & Back Office Representative

Union SPA

Jan 2021 - Dec 2021 (11 months)

Delivered omni-channel customer support for energy, gas, and insurance contracts, utilizing Salesforce CRM for account management. Processed inbound inquiries, resolved account disputes, and cross-sold energy efficiency products to improve customer lifetime value.

Salesforce Omni Channel Support Account Management Cross Selling

Back Office Manager & Customer Specialist

Enel Group SPA

Jan 2017 - Dec 2020 (3 years 11 months)

Managed back-office operations and customer care for energy/gas services, insurance policies, and Enel X mobility solutions. Maintained accurate financial records, monitored regional revenue KPIs, and supported onboarding for new team members.

Back Office Operations Customer Service Financial Records KPIs Onboarding GSE Compliance