Sonia Giglio
Swords
Summary
Multilingual Customer Experience Professional with over 10 years of experience in relationship management and problem-solving. Delivered exceptional service across diverse customer interactions, driving business growth and enhancing service quality through feedback monitoring. Built rapport quickly with new customers and established strong long-term client relationships, fostering repeat business and promoting positive customer experiences.
Overview
4
4
Languages
12
12
years of professional experience
Work History
Customer Experience Specialist
ActiveCampaign
Dublin, Ireland
09.2020 - Current
- Resolved customer enquiries by multiple communication channels(email, chat, phone, screen sharing, Zoom calls).
- Managed complex customer complaints, resolving issues in a manner that promoted loyalty.
- Addressed unique solutions on technical scenarios to help clients achieve their goals and help them to utilise and get familiar with the platform.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Troubleshot issues by using internal tools to identify root causes.
- Reduced friction by resolving platform questions through cross-functional team coordination.
- Identified product improvements and reproduced bugs to enhance customer experience.
- Created customer service guidelines and knowledge articles to standardise response times and service quality across the team.
- Coordinated with the IT department to troubleshoot and resolve technical issues affecting customer experience.
- Generated clear sales and marketing reports to enhance customer understanding.
- Boosted revenue by contributing to pilots focused on commercial growth.
- Enhanced service offerings by tracking email marketing trends for ongoing relevance.
Claims Specialist Community Support
Airbnb
Dublin, Ireland
06.2019 - 07.2020
- Progressed from Customer Service Agent to Claims Specialist through exceptional service.
- Handled high-value property damage claims averaging 200 per month.
- Negotiated and settled claims, ensuring fairness for all parties and enhancing host/guest satisfaction and retention.
- Resolved disputes by verifying facts and applying internal policy language fairly.
- Built relationships with stakeholders; aligned on case strategy by determining compensation, validating claims, and identifying claims risks, contributing to achievement of company goals.
- Developed a strong understanding of legal issues and application of provisional policy language to an array of claims issues; leading to recognition as a subject matter expert.
- Streamlined company workflows to enhance efficiency and accuracy across the enterprise.
- Served as a resource to senior management by providing vital feedback on current company procedures and workflow.
- Maintained accurate documentation to meet programme requirements and contractual obligations.
Customer Premium Support Agent
Airbnb
Dublin, Ireland
04.2018 - 06.2019
- Troubleshot and resolved front line technical issues for premium customers.
- Achieved improved customer satisfaction by exceeding daily targets and sustaining NPS.
- Partnered with Product team, improving user experience and analyzed regular system upgrade reports on improvements, bringing effectiveness to the department.
- Performed concurrent tasks, handled escalations, time critical issues, maintained time sensitive records and created reports.
- Completed voluntary client relations training to enhance customer satisfaction and identify strategies for increased productivity.
- Identified issues, analysed information and provided solutions to problems.
Multilingual Customer Service Advisor
J2 Global
Santry, Ireland
07.2017 - 04.2018
- Answered product plan and billing enquiries with efficient, accurate customer support In English, Spanish and Italian.
- Resolved account setup and product issues daily, ensuring seamless customer experience.
- De-escalated customer conflicts by actively listening and effectively resolving issues during calls.
- Maintained call control, built rapport, and instilled confidence in resolutions.
- Guided customers in purchasing decisions by identifying needs and providing tailored product recommendations.
- Increased sales by upselling and cross-selling relevant products during follow-ups.
- Met and surpassed retention targets for existing customers consistently.
- Supported the Billing team in ensuring timely payment collections to maintain cash flow.
Fraud Customer Service Agent
Betfair
, Malta
08.2016 - 06.2017
- Investigated fraud patterns and coordinated across departments to mitigate risk.
- Monitored internal tools to mitigate fraud losses, manage self-exclusions, and prevent underage access in fast-paced workflows.
- Reduced users' money losses by preventing verification errors and strengthening checks.
- Verified customer documents, ensuring adherence to regulatory requirements and compliance standards.
- Contributed to Betfair Customer Experience updates through proactive and ongoing improvements.
Flight Attendant
Ryanair
Swords, Ireland
10.2014 - 06.2016
- Inspected safety equipment and demonstrated procedures, ensuring compliance and enhancing passenger safety.
- Followed Irish Aviation Authority and company rules to keep passengers safe onboard aircraft.
- Monitored cabin during flights to maintain order, comfort, and safety, addressing potential issues proactively.
- Provided first aid care to passengers in urgent situations. to passengers in emergency situations.
- Offered personalised assistance to passengers with special needs, ensuring a comfortable and safe travel experience for all.
- Resolved passenger complaints with professionalism, providing tailored solutions that enhanced the overall travel experience.
- Upsold beverages, meals, snacks, and inflight products, contributing to daily sales targets and enhancing passenger satisfaction.
- Maintained accurate knowledge of company policy, flight attendant manual, IAA rules, technical data.
Education
Human Resource Development Advanced Diploma -
Communications & Management Institute
Dublin01-2019
Bachelors Degree - Languages, Literature and Cultures of Europe and the Americas
University of Naples
Naples01-2013
Skills
- Technical troubleshooting
- Customer service excellence
- Fraud prevention
- Insurance claims processing
- B2B sales strategies
- Multilingual support (IT, EN, PT, ES)
- Live chat support
- Relationship management
- Target-driven approach
- Problem solving
- Critical thinking
- Relationship building
- CRM systems
- Ticketing systems
- Microsoft 365
- Google Workspace
- Knowledge management tools
- AI tools
Languages
English
Advanced
C1
Portuguese
Intermediate
B1
Spanish
Upper Intermediate
B2
Italian
Proficient
C2
My Linkedin profile
- https://www.linkedin.com/in/sonia-giglio/
Timeline
Customer Experience Specialist
ActiveCampaign
09.2020 - Current
Claims Specialist Community Support
Airbnb
06.2019 - 07.2020
Customer Premium Support Agent
Airbnb
04.2018 - 06.2019
Multilingual Customer Service Advisor
J2 Global
07.2017 - 04.2018
Fraud Customer Service Agent
Betfair
08.2016 - 06.2017
Flight Attendant
Ryanair
10.2014 - 06.2016
Human Resource Development Advanced Diploma -
Communications & Management Institute
Bachelors Degree - Languages, Literature and Cultures of Europe and the Americas
University of Naples