Martina Statzu

Key Responsibilities - Managed complex multi-channel customer operations across 25 European markets - Handled high-priority escalation workflows, fraud checks and account verification processes - Coordinated cross-functional communication between customers and internal departments (Accounting, external partners) - Performed database management and ensured data accuracy within CRM systems (Salesforce) - Monitored KPI compliance and maintained high service quality standards - Supported onboarding and trainin

Provided customer support via phone and email in Italian, German, and English. Managed customer requests and complaints on social platforms (Facebook, Twitter, Trustpilot). Processed payments and refunds within company guidelines. Coordinated lost-and-found cases with logistics partners. Ensured clear communication and quick resolutions to enhance the overall customer experience.