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Luca D'Angelo

@lucadangelo

Customer Support Specialist at giosg, troubleshooting SaaS integrations and helping B2B customers adopt digital products.

Spain

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At giosg, I supported customer onboarding and troubleshooting for SaaS products, resolving configuration issues and investigating AI bot, CRM integration, and data-flow problems. I also checked SFTP/FTP integrations and worked with the Product Team on escalated incidents.

At Whisbi, I supported international B2B customers and launched more than 80 clients. Earlier, I provided customer support at Sellbytel and Wimdu, and worked in account management and community management roles.

Experience

Work history, roles, and key accomplishments

Onboarding Manager

Giosg

Apr 2023 - Apr 2025 (2 years)

Delivered high-level support during customer onboarding, resolving configuration issues and guiding clients through product usage. Collaborated with the Product Team on escalated incidents and conducted checks on SFTP/FTP integrations.

Salesforce Help Scout AI powered Bots CRM Integration SFTP FTP Troubleshooting Customer Onboarding SLA Management Technical Documentation

Implementation Manager

Whisbi

Jul 2018 - Apr 2023 (4 years 9 months)

Oversaw customer onboarding processes and launched more than 80 B2B clients. Collaborated cross-functionally with Sales and Product Development, and acted as a point of escalation for customer issues.

Customer Onboarding Project Management Cross Functional Collaboration Troubleshooting Training B2B Escalation Management

Customer Support Specialist

Whisbi

Aug 2017 - Jul 2018 (11 months)

Provided first and second-level product support, managing incidents such as user creation and service configuration. Tested and investigated problems, documented bugs, and escalated tickets to relevant teams.

Customer Support Troubleshooting Incident Management Bug Documentation Ticketing Systems

Universal Agent Google Android

Sellbytel

Feb 2017 - Jul 2017 (5 months)

Provided customer support via email, phone, and chat for a leading technology company, resolving refund and technical issues efficiently. Handled customer inquiries and troubleshooting processes, escalating complex cases.

Customer Support Troubleshooting Email Support Phone Support Live Chat Escalation Management

Quality Agent/ Customer Support

Wimdu

Sep 2016 - Jan 2017 (4 months)

Conducted quality checks of property listings and performed scam prevention activities. Supported hosts in optimizing listings and assisted guests via email and phone.

Quality Assurance Scam Prevention Zendesk Customer Support Listing Optimization Marketing Strategies

Account Manager Italia

HubSpider

Apr 2015 - Sep 2016 (1 year 5 months)

Managed social media for the Italian market, including corporate Google+ and LinkedIn strategies. Conducted market and website analyses and created blog content to improve SEO performance.

Social Media Management Google LinkedIn SEO Content Creation Market Analysis Link Building

Community Manager

DEA Flavor S.r.l.

Oct 2014 - Jan 2015 (3 months)

Developed SEO copywriting and link-building strategies to improve website visibility. Managed website updates using Drupal and Prestashop and coordinated with bloggers and online communities.

SEO Copywriting Link Building Drupal PrestaShop Community Management Brand Reputation

Education

Degrees, certifications, and relevant coursework

Ubiqum Code Academy

Bootcamp (Part 1), Full-Stack Web Development

2023 - 2023

Completed the first part of a Full-Stack Web Development Bootcamp, covering HTML5, CSS3, JavaScript, AJAX, JSON, APIs, and Bootstrap.

Project Management Institute

Project Management Professional (PMP) certification, Project Management

Earned the Project Management Professional (PMP) certification in November 2022.

Fidia s.r.l

Post doc, Social Media Marketing

2013 - 2014

Completed a post-doc course in Social Media Marketing, covering traditional communication, social media marketing, green marketing, and SEO, including project work and internships.