J Lot

Customer service specialist with 15+ years of experience in fast-paced, team-oriented environments. Skilled at resolving complex issues quickly, mediating conflicts, and delivering high-quality support across all organizational levels. Adept at multitasking, managing tight deadlines, and providing professional, solution-focused service that enhances customer satisfaction.

Customer Service Representative at Unipol (2016-05 – 2026-03)

Provided customer support for an insurance assistance company, handling inbound calls and messages related to insurance coverage, travel support and medical services with strong focus on VIP accounts.

• Provided customer support for an insurance assistance company, handling inbound calls and messages related to insurance coverage, travel support and medical services with strong focus on VIP accounts.
• Assisted customers by explaining policies, verifying coverage details, and coordinating assistance services when needed. Managed customer requests efficiently while maintaining a professional and empathetic approach, especially in urgent situations.
• Updated customer records in internal systems, ensured accurate documentation of cases, and collaborated with service providers to deliver timely solutions.
• Maintained high standards of customer care while working in a fast-paced environment and resolving issues promptly.

Customer Service Representative at ModSquad (2015-12 – 2026-03)

Provided customer support for a global music streaming platform by responding to inbound messages in both Italian and English.

• Provided customer support for a global music streaming platform by responding to inbound messages in both Italian and English.
• Assisted users with account inquiries, platform navigation, and technical troubleshooting to ensure a smooth and enjoyable listening experience.
• Managed multiple simultaneous chats while maintaining a professional, friendly, and solution-focused approach.
• Delivered personalized customer interactions, resolved issues efficiently, and ensured a high standard of service in a fast-paced remote support environment.

Internet Assessor at ISoftStone (2014-01 – 2019-02)

Evaluated and analyzed online content, search results, and advertisements to ensure accuracy, relevance, and quality according to established guidelines.

• Evaluated and analyzed online content, search results, and advertisements to ensure accuracy, relevance, and quality according to established guidelines. Assessed search engine results and web pages to improve the overall user experience and support the optimization of search algorithms.
• Conducted detailed reviews of digital content, applying critical thinking and analytical skills to determine relevance and usefulness for users.
• Maintained high levels of accuracy while working independently in a remote environment and meeting strict quality standards and deadlines.

Administrative Assistant at Associazione Culturale Artenne (2012-05 – 2014-07)

Handled administrative duties including correspondence, phone calls, customer relationship management, and social media management.

• Handled and screened incoming and outgoing correspondence (mail, e-mails) and phone calls.
• Customer relationship management (liaised with clients, suppliers and collaborators).
• Prepared, edited and proofread reports and documents.
• Updated and handled the social media platforms.

Customer Assistant at Eni Gas&Power (2011-05 – 2012-04)

Responded to customer inquiries and performed online troubleshooting and complaint handling.

• Responded to customer inquiry calls; assessed the customer's needs and problems in order to deliver a satisfying solution.
• Performed on-line troubleshooting: identified problems, gave technical advice and filed service request.
• Handled complaints and critical situations both through phone and emails.

Customer Assistant at Yellow Pages (2010-12 – 2011-04)

Responded to customer inquiries and performed online troubleshooting and complaint handling.

• Responded to customer inquiry calls; assessed the customer's needs and problems in order to deliver a satisfying solution.
• Performed on-line troubleshooting: identified problems, gave technical advice and filed service request.
• Handled complaints and critical situations both through phone and emails.

Scienze dell'Amministrazione Digitale (Digital Administrations Studies) – Università degli Studi di Torino (University of Turin) (2024)

High school leaving qualification in classical studies - A Levels in Classical Studies – Liceo Classico Statale "Vittorio Alfieri" (2001 – 2006)