Aris Paoli

Freelance:

Right now as a freelance, I am helping small startups in work organization, back office, user guide creation, protocols, training, and useful documentation.

Skills: Problem-Solving · Process Improvement · Priority Management · Reporting · Training.

Achievements: For Statuprevolution (Company requests for funds) in the last quarter, we increased the customer base by 20% and closed 60% of prior funding requests.

As a Project Specialist, I was responsible for the:

- Development of the investigation work for the Chargebacks dispute linked to the project.

- Coordination of the work for the agents (team of 10) that process the Disputes.

- Definition of Protocols and follow-up of the results.

- Manage Reporting and perform Quality checks.

- Creation of User Manuals and Tracking Documents of Alerts and Chargeback Management.

- Participate in performance quarterly calls and presentations to the company management.

- Training of the entire Chargeback staff.

- Search for fraudulent patterns in online transactions manually and with programs such as "Ravelin".

Skills: Priority Management · Process Improvement · Reporting · Training · Problem-Solving - Details oriented.

Achievements: By modifying and improving the models and strategy to defend disputes, we went from 45% to a 60% win rate in a single quarter.

My main goal, which is high service quality, is driven by my passion to improve.

I am a very active person I like hiking and outdoor activities, skating and volleyball mainly. I love to read and I love the cinema. Adventure series, science fiction, thrillers, and horror movies are my main entertainment.

• Aug 2022 - Present, Freelance, Barcelona, Spain.

- Right now as a freelance I am helping small startups in work organization, back office, user guide

  creation, protocols, training, and useful documentation.

Skills: Problem-Solving · Process Improvement · Priority Management · Reporting · Training.

Achievements: For Statuprevolution (Company requests for funds) in the last quarter, we increased the customer base by 20% and closed 60% of prior funding requests.

• Sep 2021 - Aug 2022, Leadtech Group, Project Specialist, Barcelona, Spain.

- Development of the investigation work for the Chargebacks dispute linked to the project.

- Coordination of the work for the agents (team of 10) that process the Disputes.

- Definition of Protocols and follow-up of the results.

- Manage Reporting and perform Quality checks.

- Creation of User Manuals and Tracking Documents of Alerts and Chargeback Management.

- Participate in performance quarterly calls and presentations to the company management.

- Training of the entire Chargeback staff.

- Search for fraudulent patterns in online transactions manually and with programs such as "Ravelin".

Skills: Priority Management · Process Improvement · Reporting · Training · Problem-Solving.

Achievements: By modifying and improving the models and strategy to defend disputes, we went from 45% to a 60% win rate in a single quarter.

• Nov 2019 - Aug 2021, Leadtech Group,  Customer Service Representative, Barcelona, Spain.

- Performed online processing tasks and management of requests for our clients.

- Investigation of KPIs of previous Tickets, to improve our service.

- Online priority service for urgent cases.

Skills: Priority Management · Problem-Solving · Customer Service · Emotional Intelligence · Proactive.

Achievements: By adding different channels, chat, e-mails, and calls, with high-quality management we were able to guarantee services to our customers such as priority service (products obtained within one-hour maximum) and assistance and support in the creation of documentation, allowing a deeper analysis of the results in order to continue to improve.

• Dec 2017 - Jul 2018, Webhelp, L1 Inbound Agent for many Inditex projects Barcelona, Spain.

- Projects worked for: Stradivarius, Massimo Dutti, Uterqüe, Oysho, Bershka.

- Performing Administration and Back-Office tasks (Inbound, Mails, RRSS).

- Writing Translations for social networks and emails.

- Working with telephone, email and chat, often at the same time.

- Incidence Reporting to improve the service.

- Contacting the stores for online and offline services.

Skills: Customer Satisfaction · Translation · Priority Management · Reporting · Problem Solving.

Achievements: By improving the synergy between off-line sales (shop) and online sales, we were able to extend the service without confusing our customers with technical details and thus be able to solve the incidents in their entirety without having to escalate any case, the improvement in the quality of service was significant.

• Italian: native language - Spanish: fluent - English: advanced - Catalan: intermediate.
• Bachelor degree as a Social Services Manager - 2004/2005
• Online Business Management Course - 2020
• First-level European Computer Science Card. Office/Windows OS/Internet - 2001
• Loss prevention - 2010
• Food Handling Course - 2015
• Good knowledge of ERP, JIRA, and CRM systems.