Oscar S.

Provide premium customer support across phone, email and chat, ensuring a brand‑aligned experience for EMEA clients. Manage full case lifecycle using Salesforce Service

Cloud, including orders, payments, repairs, returns and

after‑sales inquiries. Ensure quality and compliance by following internal procedures, maintaining accurate documentation and delivering consistent luxury‑level communication. Collaborate with logistics, stores and after‑sales teams

to resolve complex cases and ensure smooth operational workflows. Handle sensitive or escalated situations with professionalism, empathy and solution‑oriented thinking. Use Salesforce dashboards to track case progress, customer history and service KPIs, supporting continuous improvement. Provide specialized support for Spanish‑speaking markets while adapting communication to multicultural EMEA environments.

Built and maintained operational dashboards (Qlik, Metabase, Sheets) used weekly by management to monitor delivery KPIs.

• • Optimized incident-resolution workflow, improving issue handling time by enhancing data visibility and pattern detection Supported the accounting team by generating accurate financial reports, improving reconciliation speed and reducing discrepancies.

Automated parts of onboarding tracking using Sheets and internal tools, reducing manual work and improving partner adoption.

Coordinated full-cycle delivery operations across B2B and B2C channels, ensuring service continuity and clear KPI reporting.

Analyses customer satisfaction metrics (Trustpilot, Yotpo) to identify recurring issues and propose process improvements. Managed refunds, returns, and adjustments using Shopify, Back Office, and NetSuite with a focus on accuracy and speed. Provided multi-channel support (Freshdesk, Zendesk, Amazon, eBay), ensuring consistent KPI performance across platforms.