Open to opportunities

Martina Lonardelli

@martinalonardelli

Customer Service Representative with 5+ years delivering cross-channel support, resolving issues, and building trusted customer relationships.

Italy

Message

What I'm looking for

I’m looking for a customer-focused role where I can own cases end-to-end, resolve issues with empathy, and collaborate with teams to improve processes—using strong communication, problem solving, and cross-channel support.

I’m a customer-focused, results-driven professional with 5 years of experience in customer success management and relationship building. I respond to consumer and client contacts across multiple channels—phone, email, letters, and social media—handling requests efficiently while ensuring satisfaction. I’m especially effective at escalating complaints appropriately and translating or composing communication when needed.

I bring a strong operational mindset to customer support, from placing and managing client orders to guiding customers through step-by-step solutions. In my international roles, I processed documents such as commercial invoices, packing lists, air waybills, and export/import licenses, while also managing a high volume of phone calls and emails. I work collaboratively with teams and leadership, sharing consumer insights and contributing to faster, clearer resolutions.

Experience

Work history, roles, and key accomplishments

Current

Consumer Services Representative

Current

Kimberly-Clark

Oct 2025 - Present (9 months)

Respond to consumer contacts across phone, email, letters, and social media while ensuring satisfaction. Escalate complaints and compose/translate text as needed; share consumer insights with the Consumer Services team.

Customer Service Consumer Support Translation Written Communication

International Customer Service Rep

Villani Salumi S.p.A.

Nov 2019 - Dec 2023 (4 years 1 month)

Place client orders correctly and monitor/report order status while addressing customer concerns. Handle international customer shipping and related customer service, invoices, and documentation.

Order Management Customer Support Complaint Handling Shipping Coordination International Shipping Commercial Invoices

Italian Picker

Kameya Tokyo

Apr 2016 - Feb 2017 (10 months)

Pick items in a warehouse using barcode/shelf labels, ensuring the correct type and quantity and that items are not damaged or expired. Pack products securely for shipping, generate packing slips and shipping labels, and ensure paperwork accuracy and compliance.

Packaging Compliance Documentation

Head Waitress

Le Pain Quotidien

Nov 2013 - Jan 2015 (1 year 2 months)

Provide exceptional restaurant service by welcoming and seating guests, answering questions, and addressing concerns. Supervise waiters, manage mise-en-place for smooth service, and support team coordination while promoting menu specials.

Guest Relations Customer Service Team Leadership Restaurant Operations Mise En Place Supervision Staff Coordination Upselling