Lucia Curioso
Mersch
Summary
Successful Customer Service Director with extensive experience in managing operational customer service teams. Proficient with working knowledge of customer service software, databases and tools. Strong leader committed to motivating team members to deliver better results.
Overview
8
8
years of professional experience
Work History
Customer Service Director
Planet Payment
01.2023 - Current
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Coordinated customer service team projects, achieving successful on-time completion.
- Developed customer service scorecards to measure customer service performance.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Promoting Customer Centric environment
- Creating Tangible & measurable actions from KPIs
Team Leader Customer Service - South Europe
3C Payment
01.2020 - 12.2022
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Customer Service and Operations Analyst
3C Payment
01.2019 - 01.2020
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Provided technical support for troubleshooting analytics and reporting issues.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
Customer Service Representative
3C Payment
01.2016 - 01.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered prompt service to prioritize customer needs.
Education
Master of Arts - Creative Writing For Cinema And Television
Universita Degli Studi Di Torino
Turin - Italy06.2006
University Degree - Communication Sciences
Universita Degli Studi Di Siena
Siena - Italy02.2004
Skills
- Staff Management
- Performance Management
- New Hire Orientation
- Coaching and Mentoring
Languages
Italian
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
French
Upper intermediate (B2)
Timeline
Customer Service Director
Planet Payment
01.2023 - Current
Team Leader Customer Service - South Europe
3C Payment
01.2020 - 12.2022
Customer Service and Operations Analyst
3C Payment
01.2019 - 01.2020
Customer Service Representative
3C Payment
01.2016 - 01.2020
Master of Arts - Creative Writing For Cinema And Television
Universita Degli Studi Di Torino
University Degree - Communication Sciences
Universita Degli Studi Di Siena
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