LUCAS GAINO

• Provided high-quality customer support to international clients in English, ensuring a premium customer experience.

Assisted customers with product enquires, orders, payments, deliveries, returns, and refunds.

• Managed customer requests and complaints professionally, ensuring effective and timely resolutions.

• Delivered personalised assistance while maintaining FARFETCH´s luxury brand standards.

• Supported customers with order tracking shipping information, and post-purchase enquiries.

• Built positive relationships with customer satisfaction, quality, and performance.

• Managed complaints with calm, clear communication and problem-solving.

• Managed a high volume of customer enquiries by phone, email, and live chat, resolving technical issues and service requests.
• Provided clear, step-by-step technical guidance and supported customers in troubleshooting issues remotely.
• Reviewed nonprofit organisations' missions, legal status, and eligibility for the Microsoft Nonprofit Programme.
• Guided eligible nonprofit clients in accessing and maximising programme benefits, including licensing, platform use, and support.
• Logged and monitored support tickets to track incidents and help accelerate resolution.
• Adapted communication to different customer needs and contributed to team discussions on performance, service quality, and improvement opportunities.

• Identified and onboarded prospective partners aligned with sustainability, environmental, and social objectives.
• Engaged potential partners in meetings and secured collaboration agreements.
• Researched prospective donors and developed tailored pitches to support fundraising activities.
• Analysed fundraising data to refine outreach strategies and campaign performance.
• Implemented donor recognition initiatives to strengthen supporter engagement and retention.

• Managed international sourcing and purchasing of fabrics, lace, elastics, trims, and accessories for lingerie production.
• Evaluated materials against quality, durability, and comfort requirements.
• Reviewed supplier quotations and contracts, assessed vendor performance, and monitored market trends to inform purchasing decisions.
• Built and maintained supplier relationships to support product quality and reliable delivery.
• Coordinated with logistics teams to oversee shipments and goods receipt, helping minimise delays and errors.
• Selected materials to meet business requirements while balancing quality and budget considerations.