This role was an invaluable learning experience and led me to transition into UX Design to pursue my passion for helping people more effectively by creating functional and enjoyable user experiences, reducing the need for customer service interventions.
I love design that makes technology accessible for users of all backgrounds, needs, and experiences worldwide.
Good design, when it’s done well, becomes invisible. It’s only when it’s done poorly that we notice it."
— Jared Spool
https://serenata-art.github.io/social-icons.html/newsocials
Business Support & Voice of Customer Representative | PayPal
Aug 2020 - Mar 2022 · Dublin, Ireland
- ‘Make Every Customer Smile’ Project Champion responsible for collecting and analyzing UX proposals to improve the internal workflows usability and improve the PayPal NPS
- ‘Voice of Customer’ Point of Contact conducting UX research among customers, analysing the results and designing, presenting and discussing innovation projects and prototypes with Product Managers.
- Providing high-quality professional assistance to B2C and B2B customers to comply with Risk & Payments processes via phone, chat and email helping customers to expand their online profits
- Being multiple times a top performer agent in my team maintaining significant Customer Satisfaction rates
- PayPal Authors Series blog writer in charge of elaborating and publishing PayPal Innovation blog articles about innovation offering in-depth analyses, how-to guides, and industry trends for the innovation
Global Support Operations | Accenture
Jan 2019 - Aug 2020 · Dublin, Ireland
- Assisting Charities via email during the onboarding process to introduce Non-Profit Organizations to the Facebook Fundraising tools
- Supporting public figures, content creators, media partners, and charities elaborating and resolving customers' social media presence issues via email messaging
- Providing coaching sessions for new team members and working on on-call shifts, being the first point of contact to receive, triage and resolve urgent partner inquiries
- Contributing to the New Publisher Index pilot project aiming to identify the full and diverse ecosystem of news Pages on Facebook
SEO copywriter | Fortitude Consulting Group
Jul 2018 - Dec 2018 · Rome, Italia
- Creating Italian and English web content to inform customers about company services and products by following SEO guidelines in order to support the organic search strategy.
- Optimizing the Interface Design by placing articles, images and icons to make the appearance of the page functional and enjoyable.
- Setting the friendly meta-tags (title tags, meta descriptions) in order to maximize the Search Results.
📍