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I am a multilingual manager with 10 years of experience passionate about premium support operations and cross-functional leadership. I drive service excellence through team innovation and have a strong focus on implementing AI solutions to improve operational efficiency and quality results. As a democratic and servant leader, I have successfully led initiatives such as peer QA programs and AI chatbot implementations that achieved a 44% automation rate and a 97% quality score. I thrive in collaborative environments where I can bridge communication between teams and deliver premium service experiences.…I am a multilingual manager with 10 years of experience passionate about premium support operations and cross-functional leadership. I drive service excellence through team innovation and have a strong focus on implementing AI solutions to improve operational efficiency and quality results. As a democratic and servant leader, I have successfully led initiatives such as peer QA programs and AI chatbot implementations that achieved a 44% automation rate and a 97% quality score. I thrive in collaborative environments where I can bridge communication between teams and deliver premium service experiences.

Federica Bua

Project Manager, Product Designer, UX Designer, +2

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I am a multilingual manager with 10 years of experience passionate about premium support operations and cross-functional leadership. I drive service excellence through team innovation and have a strong focus on implementing AI solutions to improve operational efficiency and quality results. As a democratic and servant leader, I have successfully led initiatives such as peer QA programs and AI chatbot implementations that achieved a 44% automation rate and a 97% quality score. I thrive in collaborative environments where I can bridge communication between teams and deliver premium service experiences.…I am a multilingual manager with 10 years of experience passionate about premium support operations and cross-functional leadership. I drive service excellence through team innovation and have a strong focus on implementing AI solutions to improve operational efficiency and quality results. As a democratic and servant leader, I have successfully led initiatives such as peer QA programs and AI chatbot implementations that achieved a 44% automation rate and a 97% quality score. I thrive in collaborative environments where I can bridge communication between teams and deliver premium service experiences.

Available to hire

I am a multilingual manager with 10 years of experience passionate about premium support operations and cross-functional leadership. I drive service excellence through team innovation and have a strong focus on implementing AI solutions to improve operational efficiency and quality results.

As a democratic and servant leader, I have successfully led initiatives such as peer QA programs and AI chatbot implementations that achieved a 44% automation rate and a 97% quality score. I thrive in collaborative environments where I can bridge communication between teams and deliver premium service experiences.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Italian

Fluent

Spanish; Castilian

Fluent

Work Experience

Customer Support Analyst at Rewind Backups

February 28, 2025 - September 3, 2025

Led the implementation of a peer QA program using Klaus AI, achieving a 97% quality score and implemented an AI chatbot, resulting in 44-48% automation while maintaining premium service quality. Generated $37,000 ARR through strategic team training and incentive program design. Facilitated communication between Product, Marketing, and Engineering teams. Handled over 45 daily complex technical tickets with SLA compliance and revamped Help Center content to improve resource accessibility and user experience.

Integrations Project Manager, Payments, Customer Experience Manager at Worksuite

March 31, 2023 - September 3, 2025

Maintained 95% CSAT and won the "Best Customer Support" award while providing multilingual support. Managed over 50 premium client accounts and implemented comprehensive payment system training. Developed SOPs for payment processing reducing errors by 30% through standardization. Customized HTML/CSS branding elements for 50 clients, enhancing engagement with tailored notifications.

Senior Product Support Specialist at CPM International Telebusiness (Airbnb Partner)

July 31, 2020 - September 3, 2025

Led and mentored 4 Product Specialists, managing individual development plans and KPI tracking. Trained over 200 new hires across 20 cohorts on bug reporting and platform support. Spearheaded accessibility and UX/UI improvements based on data-driven user feedback.