Gianluca Carfi

Led customer success programs for strategic accounts in Barcelona, designing onboarding playbooks and engagement strategies that increased retention and satisfaction while enabling early detection and remediation of declining engagement.

Managed essential accounts in Barcelona, resolving technical and process issues, supporting customers across channels, and improving productivity through training and troubleshooting.

Provided multilingual seller support in Cork, analyzing data to resolve account issues, improving first-contact resolution, creating content and delivering hands-on training to boost seller self-service adoption.

Delivered virtual training and coaching for EMEA teams, conducted quality monitoring, assessed training needs, and developed documentation and processes to raise agent performance.

Supported sellers through KYC/AML verification processes, liaised with external advisors on regulatory compliance, and assisted in preparing compliance reports to ensure adherence to EU regulations.

Acted as primary interface for English- and Italian-speaking sellers across European fulfillment networks, resolving escalations, performing advanced troubleshooting, and coordinating with internal operations and fulfillment teams.

Managed customer accounts and fraud remediation, coached agents, monitored call quality, and updated procedures to improve service accuracy and reduce disputes.

Processed payments, reconciled transactions, negotiated collections, and supported special projects to recover overdue amounts and streamline payment workflows.

Handled customer communications and interactions with credit companies, removed debtor records from databases, and provided financial advice to debtors.

Performed credit collections for energy, financial, and business clients, managing debtor communications and payment recovery processes.

Managed collections for consumer accounts, processed payments, and engaged in debtor negotiations to reduce outstanding balances.

Executed collections activities for energy and financial clients, focusing on recovery and client communication to resolve outstanding accounts.

Led collections for energy and financial sectors, managing debtor interactions and supporting departmental needs to improve recovery rates.

Studied Geology and Earth Science coursework at Università degli Studi di Ferrara focusing on foundational concepts in geology and earth systems.