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Laura Vecci

@lauravecci

Customer support and Trust & Safety specialist at Wix.com who handled phishing takedowns, complex billing disputes, and account recovery.

Brazil

Message

At Wix.com, I progressed from Tier 1 to Tier 3 and was selected for Billing Tier 3, Legal, and Account Access teams. I investigated phishing and fraud, took down websites that violated Terms of Service, and handled complex billing disputes and sensitive account recovery cases.

At UniCambury University, I redesigned the applicant intake and follow-up process, growing qualified applicant conversions by 185%. I now own client relationships end to end at Glinty, and created Kliow, an operations platform for digital marketing professionals.

Experience

Work history, roles, and key accomplishments

Current

Content Strategist

Current

Glinty

Jan 2025 - Present (1 year 9 months)

Owns every client relationship end to end, including scoping, delivery, feedback, and renewals, for clients in real estate, law, architecture, and other industries, working async across time zones.

Customer Relationship Management Content Strategy Project Scoping Delivery Management Feedback Management Renewals Asynchronous Communication

Marketing Coordinator

UniCambury University

Jan 2023 - Jan 2025 (2 years)

Grew qualified applicant conversions by 185% by redesigning the intake flow, response scripts, and follow-up touchpoints. Managed a 6-person creative team and external agency vendors in Bitrix24.

Marketing Conversion Rate Optimization Intake Design Scripts Follow up Team Management Vendor Management Bitrix24

Customer Service Lead

CCI Agropecuária

Oct 2021 - Jan 2023 (1 year 3 months)

Built the guest journey from scratch, including pre-arrival messaging, welcome materials, satisfaction surveys, and post-stay follow-up. Coordinated a small finance and remote customer service team and grew bookings from 5 in the first 7 months to 48 in the first full year.

Customer Service Guest Journeys Pre Arrival Guest Communication Welcome Kits Customer Surveys Post Stay Follow Up Team Coordination Finance Coordination Bookings Growth

Customer Care Expert

Wix.com Inc.

Jan 2020 - Sep 2021 (1 year 8 months)

Progressed from Tier 1 to Tier 3 support, resolving escalated cases and internal transfers by phone, live chat, and ticket. Handled Trust and Safety casework including phishing takedowns, billing disputes, and account access verification.