Luca S.

- Dived into existing codebases, pushing code quickly into production - Worked with GitHub Issues, Pull Requests, and Projects - Researched and evaluated alternative design components - Discussed and improved mockups using Figma - Rebuilt existing components with a focus on usability - Created new components from scratch - Integrated frontend logic with Sanity CMS - Customized Sanity CMS backend - Developed interactive maps using Leaflet

- Developed and actualized customer service initiatives to decrease wait times. - Proved successful working within tight deadlines and fast-paced atmosphere. - Followed up with customers about resolved issues to maintain high standards of customer service. - Maintained up-to-date knowledge of product and service changes.

- Led team of 8 members while providing exceptional customer service. - Implemented new working processes which delivered continued improvements. - Improved overall efficiency 75% by anticipating needs and providing outstanding support. - Coached new team members on service techniques and provided scoring through quality assurance program. - Avoided hundreds of customer contacts by creating a Q&A section in the website using Salesforce

- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. - Clarified customer issues and determined root cause of problems to resolve product or service complaints. - Answered customer telephone calls promptly to avoid on-hold wait times. - Implemented new working processes which delivered continued improvements.

Accelerated and homogenized procedures. Increased positive customer comments by 87%. - Mediation: clear understanding of the customer needs in order to provide the best customer experience possible - Assisted HR and Traning manager with new hire processing and existing training programs. - Coordination with revenue/marketing dpt. in order to provide a consistent customer experience - Data analysis: in charge of analyzing trends and key performance indicators (KPIs) for a team of 9 - Customer relationship management software (CRM)

- Delivered superior multilingual client services, fostering strong rapport, retention and satisfaction. - Assisted call-in customers with questions. - Communicated professionally with colleagues, freelancers and clients. - Contributed to company achieving and holding industry-leading customer service ratings.

Frontend: -HTML5, -CSS3 -Bootstrap, -Material-UI, -ReactJS (Fundamentals, Hooks, Router), -Vanilla JavaScript (Fundamentals, DOM, OOP) Backend: -NodeJS/ExpressJS -Overview APIs (REST,GraphQL) -Database: PostgreSQL, MySQL,, MongoDB Tools: -Console, Git and GitHub Best Practices: -UX/UI Fundamentals (Figma) -Agile Methodologies (SCRUM) -SEO -Project Management (Trello)