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I am a detail-oriented and proactive professional with experience in customer relationship management, issue resolution, and operational support within fast-paced environments. I excel at managing multiple customer accounts across email, chat, and phone, responding to inquiries promptly, and maintaining high levels of customer satisfaction. I thrive collaborating with cross-functional teams to improve products, services, and processes, and I bring strong CRM discipline, documentation practices, and data-driven insights to remote or freelance roles. I am passionate about delivering excellent customer experiences and supporting mission-driven organisations.…I am a detail-oriented and proactive professional with experience in customer relationship management, issue resolution, and operational support within fast-paced environments. I excel at managing multiple customer accounts across email, chat, and phone, responding to inquiries promptly, and maintaining high levels of customer satisfaction. I thrive collaborating with cross-functional teams to improve products, services, and processes, and I bring strong CRM discipline, documentation practices, and data-driven insights to remote or freelance roles. I am passionate about delivering excellent customer experiences and supporting mission-driven organisations.

Sofia Di Paola

Brand Strategist, Marketing Strategist, Content Producer, +2

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I am a detail-oriented and proactive professional with experience in customer relationship management, issue resolution, and operational support within fast-paced environments. I excel at managing multiple customer accounts across email, chat, and phone, responding to inquiries promptly, and maintaining high levels of customer satisfaction. I thrive collaborating with cross-functional teams to improve products, services, and processes, and I bring strong CRM discipline, documentation practices, and data-driven insights to remote or freelance roles. I am passionate about delivering excellent customer experiences and supporting mission-driven organisations.…I am a detail-oriented and proactive professional with experience in customer relationship management, issue resolution, and operational support within fast-paced environments. I excel at managing multiple customer accounts across email, chat, and phone, responding to inquiries promptly, and maintaining high levels of customer satisfaction. I thrive collaborating with cross-functional teams to improve products, services, and processes, and I bring strong CRM discipline, documentation practices, and data-driven insights to remote or freelance roles. I am passionate about delivering excellent customer experiences and supporting mission-driven organisations.

Available to hire

I am a detail-oriented and proactive professional with experience in customer relationship management, issue resolution, and operational support within fast-paced environments. I excel at managing multiple customer accounts across email, chat, and phone, responding to inquiries promptly, and maintaining high levels of customer satisfaction.

I thrive collaborating with cross-functional teams to improve products, services, and processes, and I bring strong CRM discipline, documentation practices, and data-driven insights to remote or freelance roles. I am passionate about delivering excellent customer experiences and supporting mission-driven organisations.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Language

English

Fluent

Work Experience

Brand Partnerships Manager at Business Traveller UK

June 1, 2025 - October 28, 2025

Acted as the main point of contact for 15+ global wellness, lifestyle, and entertainment clients, overseeing campaign delivery from onboarding through post-campaign reporting. Achieved 95% client satisfaction through proactive communication and problem-solving. Coordinated 20+ concurrent digital campaigns across TikTok, Instagram, and YouTube, ensuring on-time delivery. Managed logistics, approvals, progress tracking, and risk management, reducing escalation rates by 30%. Produced performance reports and client-facing materials; maintained 100% data accuracy in CRM systems.

Senior Advertising Sales Executive at The River Group (Superdrug Account)

June 1, 2025 - June 1, 2025

Managed a portfolio of 200+ lifestyle and wellness brand accounts, acting as the key client contact and ensuring seamless delivery from concept to post-campaign review. Maintained a 95% client retention rate through proactive communication and solution-focused support. Oversaw end-to-end delivery of multi-channel influencer and social campaigns across TikTok, Instagram, and YouTube, coordinating logistics, timelines, and creative approvals to ensure 100% on-time delivery. Produced campaign performance reports and insights to drive strategy and a 20% uplift in campaign effectiveness. Maintained 100% data integrity in CRM systems and internal trackers. Built strong cross-functional collaboration with content, design, and strategy teams.

Account Executive at Bridgman Luxury LTD

October 1, 2023 - October 1, 2023

Delivered personalised, consultative service to 100+ high-value luxury clients weekly, guiding them through complex purchases with empathy and expertise. Resolved 95% of client queries on first contact across email, phone, and in-person channels, contributing to a 40% increase in repeat client engagement and long-term loyalty. Oversaw after-sales support, including logistics and delivery resolution, achieving 98% on-time delivery and high satisfaction. Strengthened brand partnerships, delivering a 25% uplift in repeat collaborations and cross-selling opportunities. Applied client insights to inform service improvements and support cross-functional teams.

Account Development Representative at Samsara (NYSE - IoT)

March 1, 2023 - March 1, 2023

Managed a portfolio of 100+ B2B clients, providing proactive support, strategic guidance, and tailored solutions to maintain satisfaction and renewals. Conducted market mapping and trend analysis across enterprise accounts, identified growth opportunities, and increased product adoption. Drafted and executed 10+ targeted email campaigns, driving a 30% increase in engagement. Generated 300+ new opportunities, contributing to 40% growth in the EMEA pipeline. Maintained Salesforce records and delivered data-backed insights to leadership, enabling smarter decisions and program optimisations.