Open to opportunities

luca User

@lucauser3

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Trilingual remote support specialist delivering efficient customer care and e-commerce operations.

Spain

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What I'm looking for

I seek remote roles in customer support or e-commerce operations where I can improve processes, coach teams, and deliver excellent multilingual service in flexible timezones.

I am a trilingual (EN/ES/IT) remote support specialist with 10+ years delivering customer care and community support in international settings, including Dyson. I excel in chat, email, and social moderation, troubleshooting complex issues, and creating SOPs that speed responses and boost consistency.

I have supervised and coached teams to improve response and resolution times, handled escalations cross-functionally, and managed Shopify order workflows and CRM systems like Salesforce, Zendesk, Gorgias and Freshdesk. I am timezone-flexible for APAC–EMEA–AMER and comfortable with night and weekend shifts.

Experience

Work history, roles, and key accomplishments

Customer Service Supervisor

Dyson

Jan 2018 - Dec 2023 (5 years 11 months)

Reduced average response time by 20% through process improvements and coaching, managed escalations and complex customer issues, and contributed to workflows that improved case resolution time by 15%.

Customer Support Process Improvement Escalation Management Salesforce Zendesk

Customer Service Representative

Dyson

Jan 2015 - Dec 2018 (3 years 11 months)

Provided phone, email, and chat support handling 200+ orders, returns, and service requests with accurate, timely resolution and collaborated on workflow improvements to enhance customer experience.

Multichannel Support Order Management Returns Processing Case Documentation Shopify Zendesk CRM

Call Center Agent

Ariete

Jan 2012 - Dec 2015 (3 years 11 months)

Assisted 50+ customers daily with troubleshooting and warranty cases, consistently met KPIs for call handling and first-contact resolution, and improved customer retention by 10% through proactive support.

Troubleshooting KPIs First Contact Resolutions Conflict Resolution CRM Customer Retention

Education

Degrees, certifications, and relevant coursework

Dyson (internal training)

Vocational Diploma in Social & Internal Training, Human Services

2016 - 2020

Completed vocational diploma-level internal training at Dyson covering social and internal training topics, sales techniques, and professional development.

Istituto Professionale

Vocational Diploma, Human Services

2000 - 2005

Completed vocational secondary education with training in sales techniques, customer communication, and basic psychology relevant to human-centered assistance.