Lucila Giaccone
Gold Coast
Summary
Resourceful Support Lead known for high productivity and efficient task completion. Specialize in customer service management, technical support operations, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless support experiences and team cohesion.
Overview
14
14
years of professional experience
Work History
Customer Service Country Support Lead UK
HOLOGIC Inc
Brussels
09.2023 - 04.2024
- Support focal point lead for the UK market, providing operational support to UK customers and managing daily UK customer service activities.
- Implemented systems for tracking customer feedback data in order to identify trends.
- Participated in root cause analysis sessions for recurrent customer complaints.
- Conducted daily meetings with support staff to review tickets and prioritize tasks.
- Developed and implemented processes to ensure customer satisfaction.
- Analyzed incoming requests for technical assistance and identified solutions accordingly.
- Developed strategies for improving customer service standards across all departments.
- Coached and mentored junior support personnel in resolving complex problems.
- Collaborated with other departments to resolve cross-functional issues.
Customer Service Coordinator
HOLOGIC Inc
Brussels
12.2022 - 09.2023
- Coordinator, customer specialist and first focal point at the Customer service Unit in charge of general customer's request follow-up.
- Ensured that all customer inquiries were responded to in a timely manner.
- Performed data entry tasks related to customer accounts and order processing.
- Provided customer service assistance to customers via phone and email.
- Tracked orders from placement through delivery and follow-up as needed.
- Utilized various software applications such as CRM systems for tracking purposes.
- Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
- Monitored documentation procedures to maintain consistent policies and current records.
LOGISTIC EXECUTIVE ASSISTANT
MITSUI AGRISCIENCE INTERNACIONAL S.A
Brussels
06.2021 - 12.2022
- Sales and administrative assistant of Mitsui's Brussels Executive Director
- Responded promptly to inquiries from customers or clients regarding products or services offered by the company.
- Created and maintained up-to-date records related to customer accounts or financial transactions.
- Performed data entry tasks into various software programs including MS Excel spreadsheets.
- Ensured that all relevant paperwork was completed accurately prior to submission for approval.
- Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
- Managed daily invoices, reports and proposals.
Dog Sitter
Independant
Brussels
06.2020 - 06.2021
- Dog sitting services on demand: dogs walking, dogs day-care (including for several days at home), give dog's medication.
- Ensured that each dog was provided with food, water, and rest as needed.
- Developed strong relationships with pet owners through consistent communication about their beloved companions.
- Walked and exercised dogs in accordance with owner instructions.
- Provided compassionate care to dogs of all breeds, ages, and temperaments.
Jeune Fille Au Pair
Independant
Milan
10.2018 - 05.2019
- Daycare of familial house, including: taking care of cleaning; cooking, teaching English to kid and helping him with homework (9 years), taking him to his daily activities.
- Managed light housekeeping duties including laundry, grocery shopping and errands.
- Developed strong relationships with families by exhibiting professionalism throughout employment period.
Waitress
Oh Sullivans Irish Pub
Paris
12.2017 - 09.2018
- Welcoming Waitress and general waiter
- Served alcoholic beverages responsibly in accordance with state laws.
- Replenished beverages when necessary.
- Prepared checks accurately and processed payments promptly.
- Processed payments accurately using cash registers or POS systems.
Sales Consultant
MERCEDES BENZ
Buenos Aires
11.2015 - 10.2017
- In charge of sales and customers follow-up at Mercedes Argentina Headquarters
- Maintained accurate records of all sales activities in the CRM system.
- Provided detailed product information to customers, including features, prices, and availability.
- Ensured customer satisfaction by providing follow-up support after purchases.
- Monitored competitor activity and pricing strategies to adjust accordingly.
Customer Service
MERCEDES BENZ
Buenos Aires
12.2009 - 10.2015
- Part of customer service unit at Mercedes Argentina Headquarters
- Follow company policies regarding customer service standards.
- Assisted with training new customer service representatives.
- Provided guidance to customer service staff in resolving complex customer service issues.
- Followed company policies regarding customer service standards.
Project Leader
NO TAN DISTINTAS
Buenos Aires
07.2010 - 10.2014
- Leading main project of the NGO 'No TAN DISTINTAS', supporting women in extreme poverty in Buenos Aires
- Main responsibilities: NGO organization and management, administrative documents preparation, information gathering and classification, leading researches...
Education
M.D. - Political Sciences
Universidad De Buenos Aires
Buenos Aires, Argentina01.2015
Skills
- Customer Service
- Operational Support
- Problem Solving
- Communicator
- Teamwork and Collaboration
Personal Information
Visa Status: Working Holiday-417
Languages
- Spanish, C2/Native
- English, C1
- French, B2
- Italian, A2
Hobbies and Interests
- Cooking pâtisserie
- Football
- Animals
- Puzzle-making
- Interculturality
- Learning languages
Languages
English
Full Professional
French
Full Professional
Spanish
Native/ Bilingual
Affiliations
- Soccer player
- Cooking
- Animals caring (dogs, cats)
- Traveling
References
References available upon request.
Timeline
Customer Service Country Support Lead UK
HOLOGIC Inc
09.2023 - 04.2024
Customer Service Coordinator
HOLOGIC Inc
12.2022 - 09.2023
LOGISTIC EXECUTIVE ASSISTANT
MITSUI AGRISCIENCE INTERNACIONAL S.A
06.2021 - 12.2022
Dog Sitter
Independant
06.2020 - 06.2021
Jeune Fille Au Pair
Independant
10.2018 - 05.2019
Waitress
Oh Sullivans Irish Pub
12.2017 - 09.2018
Sales Consultant
MERCEDES BENZ
11.2015 - 10.2017
Project Leader
NO TAN DISTINTAS
07.2010 - 10.2014
Customer Service
MERCEDES BENZ
12.2009 - 10.2015
M.D. - Political Sciences
Universidad De Buenos Aires
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