Mario's Resume

Mario

PRODUCT SUPPORT SPECIALIST - TIER 2

Male

29 y/o

Customer Service Specialist/Telephone customer service/After-sales customer service/Network/Online Customer Service

Live in Portugal

Nationality Italy

Summary

Native Italian speaker with a strong academic background in linguistic mediation and intercultural communication. Experienced in clear and expressive oral delivery, with excellent pronunciation and attention to detail. Comfortable working in remote and multicultural environments, with English as a professional working language. Skilled in reading and interpreting texts with precision and natural fluency. Reliable, punctual, and able to maintain high-quality standards in audio recording tasks. Ready to collaborate on part-time voice recording projects with flexibility and professionalism.

Work experience

PRODUCT SUPPORT SPECIALIST - TIER 2
CONCENTRIX
2024.09-Current
(a year)
•Provided Tier 2 technical support for Google and Nest devices, consistently exceeding KPIs and ensuring high-quality service delivery. •Delivered multilingual training and coaching to 30+ Tier 1 agents across EMEA (Italian, English, Spanish), enhancing team performance and service consistency. •Processed 100+ refund and appeasement requests, maintaining policy compliance and optimizing customer satisfaction. •Escalated technical issues to engineering teams and maintained internal documentation to streamline troubleshooting and reduce resolution time. •Achieved customer satisfaction scores above 90%, contributing to SLA compliance and frontline support efficiency.
UNIVERSAL CIVIL SERVICE
OFFICINE SOLIDALI BOLOGNA I.S. S.R.L.
2023.05-2024.05
(a year)
•Delivered Italian language instruction and academic support to children and migrant families, fostering inclusion in multicultural contexts. •Supported job search and career orientation for migrants, assisting with CV writing, interview preparation, and access to local employment services. •Designed and evaluated educational and recreational programs, contributing to performance reporting and shared strategies.
INTERNSHIP
IFOM - YOUNET ASP
2018.02-2018.12
(a year)
•Coordinated logistics and documentation for Erasmus+ mobility projects •Supported onboarding and mentoring of international students •Promoted cultural exchange through events and language activities

Educational experience

Alma Mater Studiorum - Universita di Bologna
Italian Language and Culture for Foreigners
2019.09-2023.03
(4 years)
• Specialized in Italian linguistics and second language acquisition (L2), with a focus on inclusive communication • Trained in designing and delivering language programs for multicultural learners • Developed strong intercultural and research skills through multilingual academic projects and mentoring
Alma Mater Studiorum - Universita di Bologna
Foreign Languages and Literatures
2016.09-2019.10
(3 years)
•Studied English and Spanish language, literature, and translation. •Developed strong written and verbal communication in multilingual contexts. •Explored cultural studies and sociolinguistics relevant to global customer interaction.