Marina Sellaro Pissas

I’m a Quality Assurance Analyst with experience in Customer Experience (CX), performance coaching, quality optimization, and customer retention in an international e-commerce environment. I focus on quality evaluations and audits that ensure compliance with company standards and consistency in customer interactions.

In my current role, I deliver structured feedback and coaching to team leaders and customer service agents, leading performance discussions with leadership teams. I prepare KPI reports and performance analysis to identify recurring gaps and improvement opportunities—while working entirely in English in a fast-paced, international setting.

Before that, I worked as a Customer Service Representative supporting customers through phone and chat, handling troubleshooting, billing concerns, subscriptions, and order-related issues. I achieved 100% quality evaluation scores for six consecutive weeks and consistently exceeded performance expectations while maintaining strong customer satisfaction and retention results.

Earlier in my career, I led marketing and PR responsibilities, including social media planning and brand communication coordination, and I co-founded a fashion business where I built the digital presence and conducted market research. Across roles, my professional ethos stays the same: use data-driven feedback to improve performance, strengthen customer experiences, and raise operational excellence.