Simone Zaglio
Vilnius,Lithuania
Summary
Customer Support Specialist with 10+ years of experience in high-end hospitality environments, delivering fast, professional, and empathetic service across high-volume operations.
Proven ability to resolve complex customer issues, manage escalations, and maintain service quality under pressure. Strong communication skills combined with a structured, problem-solving mindset.
Experienced in multi-channel client interaction and coordination with internal teams to ensure smooth and efficient resolutions. Fluent in Italian and English, with a strong focus on customer experience and satisfaction.
Overview
13
13
years of professional experience
Work History
Independent Multi-Asset Trader
Self-Employed
12.2018 - Current
- Developed strong analytical thinking and decision-making skills under pressure
- Managed risk and maintained consistency in fast-moving environments
- Built structured processes and disciplined execution habits
- Strengthened ability to remain calm and focused during high-stress situations
Assistant Manager
Canada Water Cafe
London
02.2022 - 07.2025
- Managed high-volume customer interactions, ensuring fast and professional issue resolution
- Acted as primary point of contact for escalations and service recovery situations
- Delivered consistent, high-quality customer support under time pressure
- Coordinated with internal teams to resolve operational issues efficiently
- Maintained strong customer satisfaction through clear communication and problem-solving
- Ensured smooth service flow during peak hours and high-demand periods
Supervisor
Canada Water Cafe
London
10.2018 - 02.2022
- Resolved customer complaints quickly and effectively, improving overall experience
- Supported team operations and ensured consistent service standards
- Trained and mentored team members, improving performance and communication quality
- Handled multiple customer requests simultaneously in a fast-paced environment
Waiter / Head Waiter
Hakkasan group ( One Michelin star)
London
12.2015 - 10.2018
- Delivered premium-level customer service in a luxury, high-volume environment
- Managed guest expectations and resolved issues with professionalism and efficiency
- Maintained composure and service quality under pressure
- Supported team coordination to ensure seamless customer experience
Waiter
"Esplanade" (One Michelin star)
Desenzano del Garda, BS
06.2015 - 11.2015
- Delivered structured, detail-oriented service
- Developed strong product explanation and consultative communication skills
Waiter
"Dal Pescatore" Santini's (Three Michelin stars)
Canneto sull' Oglio, MN
10.2013 - 08.2014
- Delivered structured, detail-oriented service
- Developed strong product explanation and consultative communication skills
Waiter
"Osteria da Pietro" (One Michelin star)
Castiglione delle Stiviere, MN
09.2013 - 09.2013
- Delivered structured, detail-oriented service
- Developed strong product explanation and consultative communication skills
Education
WSET level 1 Award in Sake
2017
WSET Level 2 award in Wine and spirits
2016
Diploma of Higher Education - Hospitality & Catering
IPSSAR Caterina De' Medici
Desenzano del Garda, Italy2015
Sommelier degree -
AIS - Italian Sommelier Association
2015
Skills
- Customer Support (Chat, Email, Phone)
- Issue Resolution & Escalation Handling
- High-Pressure Environment Management
- Guest Experience & Service Recovery
- Clear Written & Verbal Communication
- Multilingual Support (Italian / English)
- Problem Solving & Decision-Making
- Team Coordination & Cross-Department Communication
- Adaptability to CRM & Ticketing Systems
Technical & Digital Skills
- Communication Tools: Slack, Zoom, Discord
- Productivity: Microsoft Office, Google Workspace
- Quick adaptation to CRM and ticketing systems
Languages
Italian
First Language
English
Upper Intermediate
B2
Spanish
Elementary
A2
Timeline
Assistant Manager
Canada Water Cafe
02.2022 - 07.2025
Independent Multi-Asset Trader
Self-Employed
12.2018 - Current
Supervisor
Canada Water Cafe
10.2018 - 02.2022
Waiter / Head Waiter
Hakkasan group ( One Michelin star)
12.2015 - 10.2018
Waiter
"Esplanade" (One Michelin star)
06.2015 - 11.2015
Waiter
"Dal Pescatore" Santini's (Three Michelin stars)
10.2013 - 08.2014
Waiter
"Osteria da Pietro" (One Michelin star)
09.2013 - 09.2013
WSET level 1 Award in Sake
WSET Level 2 award in Wine and spirits
Diploma of Higher Education - Hospitality & Catering
IPSSAR Caterina De' Medici
Sommelier degree -
AIS - Italian Sommelier Association