Description

Hi, I’m Fabio, a Customer Experience Specialist and freelance consultant focused on customer support, digital operations, and AI-assisted workflows.

I help companies improve the way they communicate with customers, manage support requests, and optimize internal processes. My experience includes high-volume customer care, ticket management, complaint handling, order and logistics support, social media interactions, and customer-focused communication for the Italian market.

I currently work with international teams, using tools such as Zendesk, Shopify, courier platforms, and internal knowledge bases to provide clear, fast, and empathetic support. I’m used to handling confused, frustrated, or demanding customers while keeping the tone professional, human, and solution-oriented.

Alongside customer support, I have experience with process optimization, content strategy, AI tools, and automation. This allows me to not only execute tasks, but also identify recurring issues, improve workflows, and help teams save time.

I’m especially interested in projects related to customer care, social media support, community management, digital operations, and AI-enhanced customer experience.

Practical, reliable, and curious by nature, I like working with teams that value clear communication, ownership, and continuous improvement.

Industry field of expertise

Languages

Italian
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Glow25
Customer Support Specialist – Italian Market
E-COMMERCE
April 2026 - Today (4 months)
Customer Experience Specialist for the Italian market at Glow25, handling Zendesk tickets related to orders, tracking, returns, refunds, subscriptions and product information.

I support Italian customers with a fast, accurate and empathetic approach, verifying cases through Shopify, Reybex, Recharge, MH Direkt, BRT and DHL. I follow internal procedures and compliance guidelines to ensure that customer communication is clear, safe and consistent with company standards.

I also handle more complex operational cases, including shipping issues, replacements, refunds, subscription requests and sensitive enquiries, while contributing to internal documentation and process improvement within the team.
customer service Customer support specialist Zendesk CX Customer Relationship Management (CRM)
Expedía/VRBO
Account Manager & Customer Success Specialist
TRAVEL AND TOURISM
January 2024 - Today (2 years and 7 months)
Ferrara, Italy
Account Manager & Optimization Specialist — VRBO (Expedia Group)
I manage supplier outreach, onboarding and ongoing optimization for the Italian market on VRBO. I help property owners improve listing visibility and booking performance through data-driven pricing, calendar management (iCal sync), tailored content and targeted upsell strategies. I own the full partner lifecycle, from lead qualification and consultative pitch to activation, training and performance reporting, consistently delivering measurable uplift in conversions and revenue.

Core strengths:

Supplier acquisition & onboarding at scale

Listing optimization (pricing, availability, content, photos)

KPI-driven dashboards and performance reporting

Consultative sales and customer care for long-term retention

Results-oriented, comfortable with CRM workflows and international teams, I turn marketplace mechanics into concrete growth for partners.
Sales Excellence Customer Relationship Management (CRM) Growth Strategy Outbound B2B Outbound Sales
yoummday GmbH
Customer Care and Outbound Calls
TELECOMMUNICATIONS
January 2024 - Today (2 years and 7 months)
Ferrara, Italy
Provided customer care and outbound call services for an international client base, ensuring a professional and results-oriented communication style.

Specialized in handling customer inquiries, technical support, and sales calls with high conversion rates.

Developed strong expertise in remote customer relationship management (CRM) and telecommunication tools.

Managed large volumes of outbound calls, achieving key performance indicators (KPIs) and contributing to customer satisfaction and retention.

Adapted communication strategies to different markets (including English and Italian-speaking clients), building trust and delivering tailored solutions.
Social media Content Strategy