LEONARDO MONTI-MICHELAZZI

- Answered phone calls and replied to emails, from home, achieving a successful rate of 73,1% of post attention approval from customers, in doing returns, refunds, logistics, discounts; - Assisted customers in English and Spanish, acting as a liaison with rebuy to resolve warranty claims, technical issues, and shipment inquiries. Achieved a 75% positive resolution rate by delivering timely, effective, and customer-focused solutions.

- Dealt with cases involving defective games and incorrect, not allowed service purchases, achieving 88% of positive outcomes in favor of customers; - Managed subscriptions, reaching as high as 98% of problems and doubts resolution; - Secured and recovered Players’ accounts invaded by hackers, with an efficacy rate of 98,3%, due to my personal ability and skills in using the training received;

ECCE (Examination to Certificate Competency in English) by Michigan University/USA