Monica Maifredi

Experience

• 

  Studio Abbatuccolo s.a.s

  Jun 2014 - Dec 2015

  * accounting* back-office activities* front office* VAT * back office activities* invoicing

  • Accounting

    Jan 2015 - Dec 2015

  • Back office

    Jun 2014 - Dec 2014
• 

  Fittea.de

  Dec 2016 - Mar 2017

  Social Media Manager

  * developing a social media strategy (paid & organic) for the company social Networks (Instagram e Facebook) in line with the overall company strategy and targets* create and schedule weekly newsletter* influencer analysis* acting as a first point of contact for customers via different channels (ticketing, chat, Social) in regards to billing and/or technical issues * achieving quality and quantity targets based on the activity described above

• 

  AdEspresso

  May 2017 - Mar 2018

  Customer Success

  * acting as a first point of contact for customers via different channels (ticketing, video calls) in regards to billing and/or technical issues (with a priority on technical), while providing a consistent, helpful and engaging tone that reflects the brand.* gathering the required information by following troubleshooting steps specific to their situation and escalating bugs and customer-affecting system issues when needed* identify & documenting tech-related bugs into Jira, as well as closed the loop with appropriate customer communication when the issue was resolved* side contributions: creating proactive content for HelpDesk social channels and AdEspresso’s blog* achieving quality and quantity targets based on the activity described above Show less

• 

  Hootsuite

  Mar 2018 - now

  * specialized in Facebook and Google Ads* providing white glove service for Enterprise customers to optimize their experience within the platform* visited Mexico, Vancouver (2019) and Bucharest (2018) offices for 6 weeks to train & coach new advocates * acting as a Product Liaison between Customer Support, Product, and Development Teams in order to ensure all technical implementations and requests are in line with the business needs of all parties implicated, as well as the company's overall mission and targets* acting as a point of contact with Legal team to create processes that align with local legislation, preventing cyber attacks while ensuring a good customer experience* in-depth knowledge of the Customer Support operational processes: review and improve current workflows and procedures, as well as built new processes, in order to reduce loss of time, as well as improve customer experience* in-depth product knowledge: build and deliver on-boarding materials, new and updated knowledge base, create advanced training materials* worked with product and development management teams to pinpoint bugs affecting customers and/or identify new ways to improve the product and deliver a better customer experience Show less

  • Enterprise Customer Support Advocate

    Mar 2020 - now

  • Customer Support Advocate

    Mar 2018 - now