Open to opportunities

Lula Naarden

@lulanaarden

Message

Empathetic customer service professional with 9 years of experience.

United Kingdom

Message

What I'm looking for

I am looking for a remote role that values empathy and teamwork, offering opportunities for growth.

With over 9 years of hands-on experience in customer service, I pride myself on being an empathetic and tech-savvy professional. My journey has taken me through various roles, including Customer Service & Guest Support Specialist at Booking.com and CX Specialist at Amazon, where I honed my skills in resolving complex queries and maintaining high customer satisfaction.

I have a proven track record of delivering exceptional support through various channels, including phone, email, and live chat. My ability to communicate effectively in both Dutch and English has allowed me to thrive in multilingual environments. I am now seeking a remote customer service role where I can leverage my solutions-focused mindset to contribute to a growing team.

Experience

Work history, roles, and key accomplishments

CX Specialist

Amazon

Apr 2020 - Present (5 years 4 months)

Resolved catalogue and product listing issues affecting customers. Collaborated with international teams to support new launches.

Customer Experience Product Listing Collaboration

Team Manager (Customer Service)

Booking.com

Nov 2019 - Present (5 years 9 months)

Supervised a team of 15+ agents, but remained hands-on in escalations and support. Introduced 1:1 coaching to help agents improve communication and empathy.

Team Management Escalation Management Coaching Customer Service Communication Skills

Internal Quality Auditor (Language Support)

Booking.com

Jun 2019 - Present (6 years 2 months)

Proofread and quality-checked responses to ensure tone, accuracy, and clarity. Coached team members in customer communication, especially for Dutch support.

Quality Assurance Coaching Communication Skills Proofreading

Customer Service & Guest Support Specialist

Booking.com

May 2016 - Present (9 years 3 months)

Delivered customer support via phone, email, and live chat for guests and property partners. Resolved payment issues, cancellations, and disputes with empathy and efficiency.

Customer Support Email Support Live Chat Conflict Resolution