Open to opportunities

Sonia Carcano

@soniacarcano

Customer care specialist delivering proactive order management, after-sales support, and cross-team coordination for fast customer satisfaction.

Zimbabwe

Message

What I'm looking for

I’m looking for a role where I can own customer care end-to-end—order monitoring, after-sales follow-ups, and cross-team coordination—using Salesforce and Google Analytics to deliver fast, proactive resolutions in a structured, collaborative environment.

I’m a Customer Service Agent focused on delivering proactive, end-to-end support—handling product and service inquiries by phone, email, and chat, and keeping customers informed through order status monitoring and updates.

In my current role at Etikett.de, I manage order entry, shipment monitoring, and preparation of commercial offers, while running after-sales processes like complaints, non-conformities, returns, and refunds. I also coordinate closely with Logistics to resolve issues quickly and accurately.

Previously, as a Customer Care Coordinator at Forma e Funzione (L&S), I coordinated intercompany operations with weekly alignment meetings with US headquarters, supported training for new team members, and handled follow-up on outstanding payments and intra-/extra-EU documentation checks. I also bring strong analytical and content skills from PBV (Junior Editor/Marketing), where I drafted weekly reports based on Google Analytics and supported data-driven monitoring and publications.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Agent

Current

Etikett.de

Jan 2026 - Present (5 months)

Handled UK and IT market customer inquiries via phone, email, and chat, managing order entry and monitoring. Prepared commercial offers and provided proactive order/shipment status updates.

Customer Service Order Entry Salesforce Slack Shopify Google Analytics Microsoft Office

Customer Care Coordinator

Forma e Funzione – L&S

Jan 2025 - Dec 2025 (11 months)

Coordinated intercompany operations (orders and quotations) through weekly alignment with US headquarters and internal teams to ensure on-time fulfillment. Managed after-sales activities including complaints, non-conformities, returns/refunds, payment follow-ups, and intra-/extra-EU export documentation checks.

order fulfillment Quotation Management Returns Payment Follow Up

Research Activity Student

FH Dortmund

Oct 2023 - Mar 2025 (1 year 5 months)

Conducted research on management of epidemiological and clinical data in oral carcinoma and related malignant oral disorders. Collaborated within the research and innovation training setting (including Erasmus period).

Research Data Management Epidemiology Data Handling Clinical Data Analysis Collaboration

Back Office Coordinator

Forma e Funzione – L&S

Mar 2024 - Dec 2024 (9 months)

Performed sales order entry and monitoring and drafted commercial proposals. Supported after-sales case handling including complaints, non-conformities, returns, and refunds and maintained customer/order follow-up through internal coordination.

Sales Orders Complaints Handling Returns Processing Coordination

Translator and Proofreader

Ospedale di Circolo di Varese

Mar 2015 - Jun 2016 (1 year 3 months)

Translated into English and proofread a patient information brochure related to kidney transplant care, supporting professional training activities in customer relationship management.

English Translation Proofreading Customer Relationship Management Terminology Accuracy

Education

Degrees, certifications, and relevant coursework

FH Dortmund

Erasmus+ Research Activity, Epidemiological and clinical data research

2023 - 2025

Erasmus+ research activity titled “Management of epidemiological and clinical data in research on oral carcinoma and potentially malignant oral disorders” from October 2023 to March 2025.

Ospedale di Circolo di Varese

Research Scholarship, Research activities

2020 -

Scholarship for research activities at Ospedale di Circolo di Varese starting in March 2020.

University of Insubria

Master of Arts, Global Entrepreneurship, Economics

M.A. program in Global Entrepreneurship, Economics. Worked on customer master data entry and general data-entry and document management activities.

University of Insubria

Bachelor of Arts, Linguistic and Cultural Mediation Sciences

2016 -

Activities and societies: Publication of articles on Global Legal Chronicle; analysis of press releases from international law firms.

B.A. in Linguistic and Cultural Mediation Sciences at the University of Insubria. Included analysis of press releases from international law firms and publication of articles on Global Legal Chronicle.