Luca Urgeghe

As a Fraud Specialist, I monitor Apple transactions to ensure legitimacy, reviewing credit card history and personal details to prevent fraud. Using a ticket-based system, I investigate cases, assess risks, and resolve fraud concerns efficiently. Working on the 2nd shift in a team of 20, I apply problem-solving and analytical skills to protect customers and enhance security.

As a Customer Service Representative I was responsible for resolving customer issues related to Apple's online site. This role involves working with SAP and various Apple applications to investigate and fix problematic cases. Key duties include assisting customers, troubleshooting issues, and ensuring efficient resolution while providing excellent customer support.

Quality Control Manager

As a Quality Control Manager I was responsible for overseeing the quality of work across a team of 60 representatives. This role involves monitoring performance, coaching, and training to ensure high standards of service. Key duties include reviewing phone calls, overseeing correspondence between the Service Desk and internal management, and collaborating with other managers to maintain and improve quality. This is a 1st shift position focused on driving excellence and efficiency.

As a Customer Support Technician provides technical assistance through the Service Desk for Zanussi customers. Responsibilities include resolving IT and application issues via a ticket system, supporting factory operations in northern Italy, and ensuring timely issue resolution. This role involves handling inquiries via email and phone calls, delivering efficient and professional customer support.

The 2nd Line IT Engineer made me responsible for diagnosing and resolving technical issues across the company, with admin-level access to all computers. This role involves remote troubleshooting, system programming, and problem resolution by responding to messages in the IT system, contacting users, and providing direct support. Ensuring smooth system functionality and efficient issue resolution is a key focus of this position.

As a IT Technician I was responsible for troubleshooting and resolving technical issues locally, ensuring smooth system operations. Working within a team of 20, this role requires strong teamwork and problem-solving skills to diagnose and fix IT-related problems efficiently.