Viviana Longo

Quality-focused customer service professional with extensive experience in Quality Assurance, coaching, and performance monitoring within a multi channel contact centre. Currently working as Team Leader, supporting advisors across calls, chat, email, and social platforms. Acknowledged for translating complex and technical information into clear relevant guidance, delivering structured feedback, and driving continuous improvement.

Customer Services Team Leader - TRAINLINE

(2022-04)

• Deliver quality assurance across multi-channel customer interactions (email, chat, social), ensuring technical accuracy, regulatory compliance, and high customer service standards.
• Monitor, score, and evaluate customer contacts and survey detractors in line with QA frameworks, producing structured feedback and performance documentation.
• Provide regular coaching and feedback sessions to advisors, supporting skill development and service consistency.
• Act as escalation point for complex customer cases and service issues, ensuring accurate resolution and clear communication.
• Maintain up-to-date knowledge of processes and product changes, sharing updates through team communications and huddles.
• Compile quality data and insights to identify trends, risks, and opportunities for service improvement.
• Collaborate cross-functionally, investigated issues and escalate bugs and technical issues via Jira.

Customer Services Representative - TRAINLINE

(2019-12 - 2022-04)

• Delivered customer support across email, chat, and social media, handling complex booking, refund, and technical enquiries.
• Ensured accuracy and clarity when explaining policies and processes to customers.
• Worked closely with internal departments to resolve issues in line with best practice guidelines.
• Trained in GDPR compliance, supporting data access and right-to-erasure requests.

Recovery Worker - PENUMBRA

(2018-10 - 2019-11)

• Delivered structured, outcome-focused support sessions to service users.
• Maintained detailed case records and standardised documentation.
• Worked in line with safeguarding, confidentiality, and quality standards.
• Demonstrated strong organisational, interpersonal and communication skills.

Language teacher Assistant - BLACKHALL LIBRARY

(2017-11 - 2018-05)

• Coordinated schedules and communications with schools, families and internal teams.
• Maintained accurate, confidential written and digital records.
• Contributed to formal reporting and multi-agency collaboration.

Children's and Young People Counselor - THE SPARK

(2017-08 - 2019-06)

• Being attentive to each student's need. Make sure everyone has the chance to ask clarifications
• Co-operate with the teacher to create weekly lessons tailored to the class.
• Maintain a friendly and relaxed environment.

Counsellor - PLACE2BE

(2015-09 - 2017-06)

• Maintained detailed case records to support evaluation, reporting and research.
• Worked collaboratively with education professionals and external stakeholders.
• Ensured compliance with organisational policies and data protection standards.

Certificate - Lean Organisation Management Techniques 5 - West College Scotland (2024 - 2025)

MSc - Art Psychotherapy International - Queen Margaret University (2013 - 2016)

Bachelors - Art Specialized in Sculpture - Fine Art Academy of Bologna (2005 - 2012)