Maria S.

Experience

• 

  Lingvo Expert

  May 2016 - Mar 2019

  Corporate English Teacher

  - Teaching Business English in international companies.

• 

  Miro

  Dec 2020 - Jan 2023

  - Solving around 300 queries in English and Italian every month by resolving technical, functional and billing problems of varied complexity. Personal constant CSAT 97%+ and adherence to SLA- Responsible for the Billing queue- Creating Jira requests and escalating issues - Onboarding customers- Leading numerous cross-departmental projects to improve internal/external processes, especially those related to billing- Writing articles and updating information for internal and external knowledge base articles (Help Center, Macros, etc.)- Working with cross-functional teams on a daily basis (passing direct feedback from users, discussing new features, etc)- Onboarding new teammates- Conducting team interviews Show less

  • Senior Customer Support Representative

    Aug 2022 - Jan 2023

  • Customer Support Representative

    Apr 2021 - Aug 2022

  • Junior Customer Support Representative

    Dec 2020 - Apr 2021
• 

  AccessiBe

  Mar 2023 - now

  Customer Support Specialist

  - Solving around 400 chats and emails per month. Personal constant CSAT 95% and adherence to SLA- Onboarding new customers- Working with resellers, partners and enterprise clients- Solving Billing related tasks (invoices, disputes, refunds, terminating accounts)- Escalating questions to Tier 2 when needed- Working closely with other teams to ensure customer satisfaction and resolution of various issues- Participating in different projects to improve the Support flow and knowledge base- Onboarding new team members Show less