Veronica Urbani

Experienced Sales Support and Customer Service Specialist with over 15 years of international experience in Italy and the UK. Expert in managing customer relations, coordinating orders, and ensuring smooth operations. Known for solving complex issues with precision, building strong relationships with clients and colleagues, and improving processes to deliver measurable results.

Fluent in Italian and English, with a proven ability to support cross-functional teams and enhance customer satisfaction. Committed to contributing to a professional, structured, and growth-oriented environment.

Back Office Customer Service at Officine di Cartigliano S.p.A. (2024-11 – Present)

• Prepared sales proposal documentation by carefully reviewing client requirements and internal guidelines, ensuring accuracy and compliance, resulting in faster approvals and smoother client onboarding.
• Assisted clients directly with inquiries and requests, providing clear solutions and timely follow-ups, which improved customer satisfaction scores.
• Collaborated with marketing teams to localize and translate product catalogs, enhancing clarity for international clients and supporting successful product launches.

Sales Support Specialist at IL Vecchio Forno Srl (2023-07 – 2024-11)

• Managed a portfolio of customer orders, verifying product codes and coordinating delivery schedules to reduce errors and ensure timely fulfillment.
• Handled customer support inquiries and resolved shipping issues by proactively communicating with clients and logistics partners, efficiently managing complaints to maintain positive relationships.
• Maintained accurate shipping documentation and reports to improve operational transparency and support management decision-making.

Customer Services Executive at Pernod Ricard Travel Retail EMEA (2012-10 – 2020-08)

• Oversaw the full customer order process from placement to delivery by coordinating with supply chain and logistics teams to ensure compliance and on-time fulfillment.
• Maintained documentation and updates for cross-functional teams and ensured smooth collaboration across departments.
• Supported cross-functional communication by maintaining clear documentation and proactive updates, enabling smooth collaboration across departments.

Scheduling and HR Assistant at G4S (2012-07 – 2012-09)

• Managed employee schedules and attendance records and ensured proper staffing levels across shifts by maintaining smooth daily operations.
• Assisted HR advisers with grievance and disciplinary procedures and helped resolve conflicts while maintaining compliance with company policies.
• Prepared reports and documentation for HR processes and improved transparency for management decisions.
• Responded to staff inquiries and clarified HR procedures and increased employee understanding and satisfaction.

Boutique Customer Service Agent at Luxottica (2010-01 – 2010-06)

• Coordinated with warehouse and logistics teams and delivered customer orders accurately and on time to reduce errors and improve client satisfaction.
• Verified product availability and matched stock with customer orders to ensure smooth order fulfillment.
• Maintained accurate order records and provided updates to clients and management to support informed business decisions.
• Handled customer questions and complaints and resolved issues quickly to enhance trust and loyalty.

Operations Assistant / Administrator at Giorgio Armani (2008-09 – 2009-10)

International Customer Service at Valentino (2007-04 – 2008-08)

BA Hons in Management of Business Information – University of Westminster (2001)

– Liceo Scientifico GG Trissino (1992)

Certificate of Attendance in Human Resources Management – City University

CIPD Level 3 in Human Resources – London South Bank University