Open to opportunities

Giacomo Cornacchia

@giacomocornacchia

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Bilingual Customer Support Specialist with expertise in SaaS solutions.

Italy

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth in a collaborative environment.

I am a dedicated Bilingual Customer Support Specialist with a proven track record in resolving complex issues and enhancing customer satisfaction. At Uber Inc., I successfully managed high-priority cases, achieving a 95% resolution rate and a 92% customer satisfaction score. My ability to leverage tools like Zendesk and internal systems allowed me to drive process improvements, significantly reducing resolution times and enhancing support policies.

Currently, I am honing my skills at Spotify AB, where I provide real-time multilingual support in both Italian and English. My metrics-driven approach has led to a 90% resolution score and a 95% advisor satisfaction score. I thrive in dynamic environments, expertly managing multiple chat sessions while ensuring high-quality support. My educational background in Applied Psychological Sciences and Information Technology equips me with the analytical skills necessary to troubleshoot effectively and create exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

SaaS Customer Support Specialist

Current

Spotify AB

Jan 2025 - Present (10 months)

Delivering real-time, multilingual troubleshooting via live chat in Italian and English, I diagnose and resolve technical, account, and billing issues while maintaining a 90% RES and 95% advisor satisfaction score. Expertly managing up to 5 concurrent chat sessions, I leverage CRM systems and internal knowledge bases to provide accurate solutions, escalating complex technical cases to specialized

SaaS Support Live Chat Troubleshooting CRM Systems Zendesk Salesforce

Bilingual Customer Support Specialist L2

Uber Inc.

Resolved 95%+ of high-priority cases involving payments, verifications, and trip issues across phone, email, and chat— handling 50+ daily tickets with a 92% CSAT score. Leveraged Zendesk and internal tools to investigate complex problems, escalating 15% of cases to specialized teams while reducing resolution time by 30%.

Customer Support Zendesk CSAT Email Support Chat Support Phone Support Problem Solving Process Improvement

Education

Degrees, certifications, and relevant coursework

Unknown University

Bachelor of Applied Psychological sciences and techniques, Psychology

Psychology degree focused on testing explores the creation, validation, and application of assessments to measure cognitive, behavioral, and personality traits in clinical, educational, and organizational contexts.

Unknown University

Bachelor of Information Technology, Information Technology

Technical degree focused on computing systems, networks, and software solutions. Covers infrastructure management, cybersecurity fundamentals, and data-driven problem-solving—preparing graduates to implement, optimize, and troubleshoot technology in business environments. Combines hands-on technical training with analytical thinking for IT infrastructure roles.