Open to opportunities

Luca Gallarate

@lucagallarate

Message

I resolve customer issues across phone, chat, and email while leading support teams and improving service.

South Africa

Message

What I'm looking for

I'm looking for a customer-focused role where I can resolve complex queries, lead by example, use customer feedback to improve service, and consistently deliver strong performance results.

I'm currently a Customer Support Agent and Team Lead at Fyxer, delivering empathetic, personal support across phone, chat, and email through Zendesk and Intercom. I take ownership of customer problems, aim to resolve queries on first contact, and handle sensitive matters confidentially.

I've worked closely with pharmacies and clinicians to resolve patient queries, monitored social channels and review sites, and shared customer feedback to improve ways of working. I consistently achieve KPIs across sales, retention, and other performance measures while working confidently with minimal supervision.

Previously, I developed client products and managed account contracts at Sense of Africa, increased sales as Sales Manager at Scoin Rosebank, and supported customers as a Coffee Sales Specialist at Nespresso.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent & Team Lead

Current

Fyxer

Nov 2023 - Present (2 years 9 months)

Providing empathetic customer service, resolving queries on first contact, and working in Zendesk and Intercom across phone, chat, and email. Monitoring social channels and review sites, and handling sensitive queries confidentially.

Zendesk Intercom Customer Relationship Management Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Johannesburg

Bachelor of Commerce Honours, Marketing Management

2015 - 2016

Bachelor of Commerce Honours in Marketing Management, focusing on brand management, customer relationship management, international marketing management, and marketing research.