Open to opportunities

Nicola User

@nicolauser

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Customer Service Manager specialized in AI agents with proven results.

Italy

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What I'm looking for

I seek a role that fosters innovation, values customer experience, and offers growth opportunities.

As a Customer Service Manager with over 5 years of experience, I specialize in leveraging AI agents to transform support operations into strategic growth drivers. At Ferrero International S.A., I led a customer experience transformation that resulted in a 10% increase in customer satisfaction (CSAT) and a 40% improvement in customer retention. My initiatives, including the implementation of structured feedback systems and automated reporting, have significantly enhanced our service delivery.

My expertise in KPI tracking, including NPS and FCR, combined with my ability to lead high-performance teams, has allowed me to optimize workflows using tools like Salesforce and Zendesk. I am passionate about data-driven decision-making and have successfully utilized customer analytics to drive loyalty strategies and process improvements. I am committed to excellence in customer experience and thrive in cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Ferrero International S.A.

Oct 2019 - Present (5 years 10 months)

Led CX transformation at Ferrero, increasing CSAT by 10%, boosting positive feedback to 85%, and improving customer retention by 40%. Optimized support workflows via Salesforce and Zendesk, reducing unresolved complaints by 25%.

Salesforce Zendesk Data Analytics Customer Segmentation KPI Tracking CSAT NPS CES

Customer Service Intern

Tontarelli S.p.A.

Aug 2018 - Present (7 years)

Handled 20–30 daily support tickets via Zendesk, maintaining an average CSAT of 82%, and actively supported resolution of customer issues via email. Delivered weekly customer insights reports using HubSpot, and supported the marketing team in personalizing loyalty emails via Mailchimp.

Zendesk HubSpot Mailchimp Customer Support Live Chat Email Support

Education

Degrees, certifications, and relevant coursework

IIS Einstein-Nebbia

High School Diploma, Business Administration, Finance, and Marketing

2013 - 2018

Grade: 95/100

Activities and societies: Collaborated in a team with a local SaaS startup through a high school program to support the design of basic sales funnels and CRM workflows; applied SEO fundamentals and used Google Analytics to monitor KPI and improve online visibility. This early hands-on introduction to digital marketing and growth strategies taught me the value of leveraging customer data to create targeted campaigns and enhance user engagement.

Collaborated in a team with a local SaaS startup through a high school program to support the design of basic sales funnels and CRM workflows; applied SEO fundamentals and used Google Analytics to monitor KPI and improve online visibility. This early hands-on introduction to digital marketing and growth strategies taught me the value of leveraging customer data to create targeted campaigns and enh

Dulwich College

Erasmus+ KA2, Business & Leadership

2016 - 2017

Activities and societies: Directed a cross-functional, international team of 6 to deliver a high-performing Facebook & Instagram campaign (budget: €1K) in just 2 weeks, driving a +32% boost in engagement. Leveraged Google Analytics and Meta Insights to track KPI and authored a strategic report recommending 5 data-backed optimization initiatives.

Directed a cross-functional, international team of 6 to deliver a high-performing Facebook & Instagram campaign (budget: €1K) in just 2 weeks, driving a +32% boost in engagement. Leveraged Google Analytics and Meta Insights to track KPI and authored a strategic report recommending 5 data-backed optimization initiatives.