Eva Mutterle Email & Phone Number

Milano, Lombardia, Italia

- "White Glove" technical API support on a portfolio of high-tier clients, with a focus on financial services and crypto industries (Binance, LeoVegas, Nuvei, Coinbase and many more).- Ad-hoc data analysis (AWS-based), especially on product conversion rate analysis.- Internal and external knowledge management, using Zendesk & Notion: support team macros, help centre articles, product training, support processes- Direct API technical support, mainly on Slack and email.- Cross-department continuous collaboration, mainly with engineers, customer success, integration, sales, product.

Milan Area, Italy

- Provide exceptional user experience by investigating, triaging, and resolving bugs across different channels.- Engage with developers and clients through our chat service to help them optimize the use of TrueLayer products.- Contribution to internal and external documentation- Analyse trends for feedback, bugs and feature requests;- Collaborate closely with the engineering and product teams to identify and resolve issues, prioritize feature requests, and enhance our product's quality, acting as the client's voice.

Milan, Lombardy, Italy

Everli is one of the top Italian companies in online groceries shopping. It's e-commerce operating also in France, Czech Republic and Poland. A young and dynamic company born in Verona in 2014 and growing steadily in a few years, forging important partnerships with major retailers in the Italian GDO.- Customer management in B2C through different channels (live chat, phone calls, email) using Zendesk.- Average of 90 tickets solved per day, average NRR equal to 6% constant throughout the role.- Bug reporting on Jira, creation of Confluence articles- Participation in the CS HEROES project, in which heard department from different teams take an active part in customer service operations, with the support and supervision of a CS agent.- Translation ITA - ENG and creation of macros for CS team and Help Center FAQs.- Trainer of new CS team resourcesTraining has been administered for Excel, Jira, Confluence and Domo while in this role.

Milan Area, Italy

New Guards Group is part of the FARFETCH Group and is the home to 9 international luxury brands: Marcelo Burlon County of Milan, Off-White c/o Virgil Abloh, Palm Angels, Unravel Project, Heron Preston, Alanui, Kirin Peggy Gou, Opening Ceremony, and Ambush. We work with the understanding that fashion and luxury can be different: community-based, quality-driven, collaborative, truly global, and quick.My role within the company was to work with all the brands of the holding, with a fixed client portfolio that I look after and manage. Being a B2B job, I worked directly with one-brand stores or department stores based in US, UK and Canada. My daily duties included:- manage communications with clients in regards of invoicing, shipments and orders;- managing relationships with customs and brokers;- issuing invoices and documentation for EEC and EXTRA-EC shipments;- issuing and management of certificates of origin of goods;- sending requests for collection of goods;- keep in touch with shipping carriers and warehouses to make sure the merch was properly dealt with;- producing quartely reports.

Milan Area, Italy

ProntoPro is a young but already strong start-up. It’s a company that offers a marketplace for professionals to get them in touch with potential customers, for them to build a clients portfolio as well as expand their business. My role within the company is to provide customer assistance to both consumers and professionals to get them that “wow” customer care experience.Duties included:- Input and access data on multiple systems in a fast-paced and demanding environment (average 30 tickets per day solved on Zendesk).- Process outbound phone calls from customers and inbound emails and chats, managing all enquiries, profile settings and changes, credits refunds following company procedures.- Deal with fraud investigations and preventing them- Dealing (using the nickname 'Beatrice') to all App Store, Google Play and TrustPilot bad reviews, evaluating a possible solution for the reviewer- Mediate between customers and professionals in difficult situations- Process the money-back policy refund with the finance department- Profile verification (VAT validation, ID...)- Create macros and articles for the Help Center and Customer Care official communications (both internaland public)

Cork, Munster, Ireland

Voxpro was an Irish Customer Service outsourcing company working on an international level. Working for Airbnb, I excelled in my first few months within the company, winning three awards (Quarterly BrandEngagement Competition, Crewbie Love Score recognition and Above & Beyond Certification for Quarter 32018) and reaching great NPS scores in customer's surveys. I worked both on the Italian and the English-speaking markets.Duties included:- Input and access data on multiple systems in a fast-paced and demanding environment.- Process all inbound and outbound phone calls, email and chats from customers and manage all requests, changes, refunds and cancellations, following company procedures.- Multitasking while performing all duties in an efficient, professional and courteous manner at all times.- Deal with all issues related to in-progress reservations and refunds- Properly mediate in difficult situations between guests and hosts.

Health & Social Care

Completed half of the course.

High School Diploma, European Languages

High school diploma with main focus on French, English, Spanish and Italian