Payment Operations
Refunds, settlements, chargebacks, incoming payments, seller payout blockers, payment-provider follow-up and reconciliation checks.
Marketplace Support · Payment Workflows · Process Improvement · Platform Support
Toni D'Antonio
Customer Operations & Payment Operations Specialist
I combine marketplace support, payment workflows and customer-facing experience with strong system confidence in Excel, Google Sheets, Apps Script and operational tools.
Catawiki marketplace experience
Cross-functional team support
Published Chrome extensions
About me
Operations experience, sharpened by tool-building curiosity.
Operations background
I am based in the Netherlands, originally from Italy, with experience across marketplace support, payments, escalations, documentation and cross-functional coordination.
Systems & tool-building mindset
I am not a software engineer, but I am comfortable working with systems. I enjoy understanding how a process works, spotting manual steps and building simple tools that help teams work faster and with fewer mistakes.
What I bring
Customer-facing judgment, payment knowledge and operational problem solving.
Customer & Client Support
Phone, email and chat support, including complaints, escalations, disputes, buyer/seller cases and complex customer situations.
Marketplace Operations
Shipping issues, customs-related cases, high-value item cases, internal coordination and operational follow-up.
Cross-Functional Collaboration
Worked with Product, developers, payment operations, data analysts, Legal, Trust & Safety, Sales, Marketing, Account Managers and Customer Support to improve workflows and resolve issues.
Workflow Automation
Google Sheets, Apps Script and simple tools to reduce manual work, improve visibility and support recurring checks.
Platform & System Mindset
Comfortable learning platforms, checking backend/internal system information, matching payment data and translating operational issues into clear follow-up.
How I work
Simple, structured improvements for real operational problems.
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Understand
Listen to the customer or team and find what is really blocking the process.
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Map
Look at the systems, handovers, manual steps and recurring mistakes.
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Improve
Use documentation, spreadsheets or simple tools to cut repetitive work.
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Keep it usable
Favour simple solutions that colleagues can understand and maintain.
Professional background
Marketplace, data quality, service and helpdesk experience.
Catawiki
Customer Operations & Payment Operations
Leading European online marketplace for special objects, connecting millions of buyers and sellers across more than 80 categories. Progressed through three roles in approximately seven years, supporting Customer Operations, Senior CX and Payment Operations.
- Payment Operations Specialist / Analyst
- Senior Customer Experience Specialist
- Customer Experience Specialist
Handled refunds, settlements, chargebacks, reconciliation-related checks, seller payout blockers, payment-provider follow-up, complex escalations, disputes, shipping and customs issues, high-value customer cases, documentation, training, buddy support and process improvement.
Gracenote / Nielsen
EyeQ Editor | Data Quality & Product Information
Maintained EyeQ/GVD product and EPG data quality, used Excel reports and structured checks, and supported accurate product information in a data-focused operational environment.
Any Lamp
B2B/B2C Customer Sales Representative
Supported business and consumer customers with quotations, orders, product questions, complaints, stock availability, delivery follow-up and internal coordination.
Ipsos
Telephone Survey / Call-Center Agent
Outbound telephone surveys, structured scripts and adapting communication to a wide range of people while keeping it professional.
TC Sistema Servizi / TIM
Technical Helpdesk & First-Line Support
Provided first-line technical helpdesk support for TIM dealer/store channels, including CRM workflows, SAP-related user support, stock-support procedures, troubleshooting and escalation follow-up.
Systems & Tools
Comfortable working with:
CRM systems
Zendesk
Kustomer
Magenta
SAP
Jira
Google Workspace
Microsoft Office
Outlook
Excel
PowerPoint
Google Sheets
Operational tools
Featured operational tools
Projects that turn recurring problems into structured workflows.
These personal projects show how I organize information, reduce manual work, document decisions and build simple tools around real operational needs.
Featured project
Applyr — CV Organization Tool
A structured operations tool built to track job applications, generate and organize CV versions, and keep application documents clear.
Job Application Tracking
CV Generation
Document Organization
Practical Automation
Process Improvement
Product preview
Auto tour
Projects & tools
More hands-on projects.
Operational Google Sheets Automations
Google Sheets and Apps Script automations for process visibility, reminders, document handling and recurring operational checks.
Less manual work, better visibility across repeatable tasks.
Gmail / Stripe Workflow Automation
Centralized incoming Stripe emails and payment-related correspondence into a shared spreadsheet.
Clearer team intake, less duplicated email handling.
Guided Invoice & Credit Note Workflow
A guided spreadsheet and sidebar flow for seller credit notes and invoices, with dynamic fields, reference logic and PDF output.
More structure and consistency for recurring invoice tasks.
Personal project
BuildPilot — AI Project Control Room
A personal AI-assisted planning tool created to keep project ideas structured before building. It helps organize project setup, roadmap, architecture notes, AI assistant rules, documentation, task prompts and file analysis in one workspace.
Helps reduce confusion in AI-assisted work by keeping context, decisions and next steps clear for tools like Claude, Codex, ChatGPT and Cursor.
AI Project Planning
Roadmaps
Architecture Notes
AI Rules
Documentation
Task Prompts
File Analysis
BuildPilot preview
Auto tour
AI-Assisted Tool Building
Learning by building small, useful tools.
My interest in systems started before AI. I built my first PC from parts in my early twenties, experimented with music production using Ableton and drum machines, and helped set up concerts, fashion shows and events in Italy. Those experiences made me comfortable learning by doing and solving problems behind the scenes.
Before AI tools became popular, I was already learning from tutorials and building spreadsheet-based solutions for practical problems. From 2023, AI-assisted learning helped me explore Chrome extensions, Google Sheets automations, Python scripts, Telegram bots, a Slack export parser, Android app experiments and M3U video playlist player projects.
These projects helped me understand how data moves between tools and how small automations can reduce manual work.
Python scripts
Slack export parser
Telegram bots
Android app experiments
M3U video playlist player
Google Sheets automation
Chrome extensions
Dashboards
Personal projects
Published Chrome extensions
Published tools created for learning, productivity and understanding how people interact with simple products.
Featured extension
Spreadsheet Connector
Created Nov 2023Spreadsheet Connector is a spreadsheet productivity tool. It shows my ability to understand a user need, build a simple tool around it, publish it and think about the user experience.
Short-term Reminder
A simple reminder tool created to support short-term task tracking and personal productivity.
Easy Calculator
A lightweight calculator extension created as a simple utility project.
Recommendations
Selected feedback from Catawiki managers.
Short excerpts from recommendation letters. Full letters are available on request.
“Toni consistently demonstrated a strong work ethic, reliability, and a proactive mindset.”
“He played a key role in resolving a critical issue with one of our payment service providers.”
Payment operations
Ownership
Automation
“Toni demonstrated a strong customer-centric mindset and an exceptional ability to build trust with customers while balancing business needs effectively.”
“He quickly becomes capable of anticipating potential risks, identifying inefficiencies, and proactively proposing practical improvements.”
Customer trust
Complex cases
Process improvement
Contact
Let's talk.
Open to customer operations, client service, payment operations, marketplace support, platform support and fintech/SaaS support roles in the Netherlands.
CV available on request.
Email
toni.dantonio89@gmail.com
Phone
+31 6 8789 7171
Location
Amsterdam, The Netherlands
LinkedIn
linkedin.com/in/toni-dantonio