CLAUDIA LONGOBARDI
Buenos Aires,B
Summary
As Customer Care Specialist, I'm responsible for building and managing a comprehensive knowledge base and helpdesk system, as well as integrating community forums with the helpdesk to improve customer engagement and satisfaction.
Overview
12
12
years of professional experience
Work History
Junior Application Associate
Gorgias
09.2024 - Current
- Analyzed customer feedback to identify areas for service improvement, driving enhanced customer satisfaction.
- Increased customer satisfaction by resolving complex issues and delivering exceptional service consistently.
- Developed and implemented strategies to boost customer engagement and satisfaction.
- Built strong relationships with key stakeholders, ensuring seamless communication across departments.
- Served as the first point of contact for customers, guiding them through account setup and explaining the platform's features and products.
- Acted as a product expert, troubleshooting technical issues and providing insights to support cross-functional teams.
- Brought resilience, empathy, and a commitment to continuous learning to the role, contributing to the success of both the team and customers.
Senior Customer Care Agent
Erika Lust Films
11.2021 - 02.2024
- Developed and implemented a knowledge base system that improved customer service response times by30%
- Spearheaded the integration of community forums with the helpdesk, resulting in a20% increase in customer engagement and satisfaction
- Conducted extensive user research and feedback sessions to continuously improve the knowledge base and helpdesk, resulting in a40% decrease in support tickets
- Trained and mentored a team of support agents to ensure consistent and high-quality service delivery
- Collaborated with cross-functional teams, including product management and engineering, to ensure accurate and up-to-date knowledge base content
- Skills: Knowledge base management
- Customer Support
- Notion Productivity Software
- Technical Support
- Help Desk Support
- Slack
- Community forum integration
- Remote Desktop
- Freshdesk
Travel Agent
eDreams
07.2016 - 01.2021
- Official complaints from government consumer organizations, legal firms, trials and pre-claims for the English-speaking and Italian markets for eDreams, Opodo and Travellink, and GDPR-related enquiries
- Administer Facebook, Twitter and Trustpilot
Supervisor
Pizza Pilgrims
12.2014 - 03.2016
- Maintain quality control for all food served
- Analyze staff evaluations
- Generate weekly, monthly and annual reports
- Train new employees
Cocktail Bar
Radisson Hotel
07.2013 - 06.2014
- Preparing alcoholic or non-alcoholic beverages for bar and patrons
- Interacting with customers
Education
High School -
Liceo Classico GB Vico
01.2011
Skills
- Travel Management
- Freshdesk
- Customer Support
- Zendesk
- Slack
- Process Improvement
- Gorgias
- e-Commerce
- Shopify
- Troubleshooting
- Onboarding
- Implementation
- Customer Success
Languages
Italian - Native
Spanish - Advanced
English - Advanced
French - Intermediate
Timeline
Junior Application Associate
Gorgias
09.2024 - Current
Senior Customer Care Agent
Erika Lust Films
11.2021 - 02.2024
Travel Agent
eDreams
07.2016 - 01.2021
Supervisor
Pizza Pilgrims
12.2014 - 03.2016
Cocktail Bar
Radisson Hotel
07.2013 - 06.2014
High School -
Liceo Classico GB Vico
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