As a passionate Customer Service Leader, I believe that optimizing customer service is key to maintaining an up-to-date roadmap and delivering a successful product. With over 5 years of experience, I've led teams for different and international startups, focusing on enhancing customer satisfaction and operational efficiency.My approach is simple: 🗣️ listen to the users, and they'll tell you how to succeed. I work to optimize customer service teams and use data to identify what's missing from the product to meet user needs. From conducting weekly training sessions to collaborating with product teams, my goal is to bridge the gap between customer insights and product enhancements.Let's connect and make customer service the driving force behind your product's success! 🚀---If you catch me outside of work, I'm an passionate traveler, kitesurfer and an yoga addicted!In addiction I'm a people person so feel free to reach out at galise.roberta@gmail.com!
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Case ManagerKompenzoRome, It
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Customer Support Agent For ItalyKompenzo Aug 2024 - PresentCurrently focused on expanding the Italian market, helping hundreds of people get what they deserve without risks.- Guiding clients to success: spearheaded client onboarding processes, ensured seamless follow-up, and delivered exceptional customer service to build lasting relationships and enhance client satisfaction.- Streamlining administrative operations: efficiently managed and organized essential documentation, contributing to smooth administrative processes and ensuring compliance with company standards.- Facilitating effective communication: acted as a key liaison between clients and legal teams, ensuring clear, accurate, and timely communication to support case success and client satisfaction.- Elevating content quality: provided expert translation and meticulous proofreading for websites, scripts, and emails, ensuring content accuracy, consistency, and cultural relevance across multiple platforms.
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Customer Support Representative For ItalyWorklife Mar 2021 - Present- Responding to customer inquiries: provided timely and accurate answers to customer questions, ensuring a positive experience and building trust.- Guiding customers through the purchase process: assisted customers throughout their purchasing journey, offering support and advice to enhance satisfaction and drive conversions.- Enhancing FAQs: continuously improved the FAQ section by identifying common questions and providing clear, detailed answers to reduce customer effort and support load.- Managing translations: oversaw the translation of content for the app, website, and marketing materials, ensuring linguistic accuracy and cultural relevance.- Collaborating with development teams: maintained close communication with development departments to identify areas for service improvement and implement changes that enhance the overall customer experience. -
Customer Support Europe Team LeaderWorklife Jul 2021 - Oct 2022- Manage the Customer support for Italy (emails, live chat, etc.)- Manage directly FAQs, translations and product tests of Yoopies Italy- Coordinate the International team of Customer Support (EU countries except France)- Monitor the SLA required for the B2B Employers (EU countries except France)- Manage disputes for the EU countries (except France)- Hire and train new team members- Manage the Content marketing for Yoopies Italy
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Product ManagerFreelance Oct 2023 - Jun 2024Conduct comprehensive market research and gather user insights to inform product development.Collaborate with developer, design, and content teams in product development, ensuring alignment with the company’s vision and user needs.Facilitate communication between different departments for alignment in product vision and execution.Assist in developing and maintaining the product roadmap, prioritizing features based on user needs and business objectives.Act as a liaison between the product team and customer success to translate customer insights into product enhancements.Engage with educators, students, and stakeholders to understand their needs and experiences with the product.Improved customer service processes and collected feedback to enhance the product.Conducted weekly training sessions for a team of 5 agents to address skill gaps and improve performance.
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Merchant Servicing AnalystAmerican Express Oct 2022 - Oct 2023Roma, Lazio, ItaliaKYB Analysis: review documentation for customer accounts, evaluate high-risk accounts. Analyzing risk and compliance issues relating to anti-money laundering (AML) processes and procedures. -
Online Content ModeratorWorklife Dec 2020 - Mar 2021
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Front Desk RepresentativeAris Sporting Village Jul 2017 - Jul 2020Roma, Italia- Maintained up to date knowledge of products and services.- Handled customer calls and responded to queries about services, product malfunctions, promotions, and billing.- Handled a substantial number of calls on a day-to-day basis with a sense of calm and good work ethic.- Developed successful tactics to sell products and services to customers.- Implemented effective marketing techniques and strategies.
Roberta Galise Education Details
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Graduated With High Honors
Frequently Asked Questions about Roberta Galise
What company does Roberta Galise work for?
Roberta Galise works for Kompenzo
What is Roberta Galise's role at the current company?
Roberta Galise's current role is Case manager.
What schools did Roberta Galise attend?
Roberta Galise attended UniversitĂ Degli Studi Roma Tre, UniversitĂ Degli Studi Roma Tre.
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