INSIGHT
LASTING LOYALTY
MARTINA SOSTARIC, SERVICE COORDINATOR, LVD ITALY
For 20 years, customer support specialist Martina Sostaric has built brand loyalty by embracing flexibility, leading with empathy, and delivering personalized solutions that make a lasting difference.
Second nature
“No two days are the same; being on the front lines of customer support, you have to expect the unexpected,”
explains Martina.
As Service Coordinator for LVD Italy, Martina has 20 years of customer support expertise covering Italy and the Balkans – a large, diverse geographical area. The Croatian native grew into the job, starting as a Service assistant and steadily increasing in responsibility.
While there’s never a dull moment, Martina thrives in the role.
“It is a good fit for me,” she says. “I enjoy a fast-paced environment where I can use my organizational and multitasking skills. A big part of every day is predicting and addressing emergencies. You need to stay calm while trying to find a solution -- coordinate activities, priorities, and manage expectations.”
Working for an international company in a multicultural setting is a plus.
“Being of Croatian origin has been a real advantage for both LVD and me. It’s allowed me to use my mother tongue when supporting customers and colleagues from that region.”
Martina with colleagues Armando Fragnito and Eleonora Giorgi
Fitting together
For Martina, teamwork provides critical collective energy.
“A good team is exactly what makes the difference – even the most complex problems become manageable with good communication, collaboration and brainstorming.”
Working as a team means connecting the pieces for unified customer support.
“It’s like solving a puzzle where many small parts need to fit perfectly.
“My job is at the intersection of different departments and serves as the ‘organizational glue.’ Being outside of technical support, I have a broader view of the situation and can make sure we are all working in the same direction.
“I like being involved in the entire process – from the moment an issue is reported until it is successfully resolved and the customer is happy. A positive outcome is very rewarding because it is the result of many factors coming together.”
Keeping it personal
Customer expectations have evolved, and solutions need to be tailored to the user.
“We work with small family-owned companies to large industrial manufacturers, and each has its own style, priorities, and expectations,”
she says. “To build a strong relationship you need to understand a customer’s specific needs – recognizing what’s most important to them to provide the right support.”
Martina explains: “Most important is listening carefully to customers. By showing empathy and offering personalized solutions, we earn their trust.
“Our role is to find the balance: understand their goals and offer technically effective and economically sound strategies.”
Scheduled downtime
Beyond the office, downtime is a good thing admits Martina.
“Outside of work, I spend time with my teenage daughter, who keeps me busy and is a big part of my life. On the weekends, I enjoy playing padel with my friends. It's a great way to stay active, relax, and have fun together. I also try to go back to Croatia as often as possible because staying connected to my roots is very important to me.”
Clear communication
Relocating from Croatia to Italy in 2006 was a significant change that opened an unexpected career path.
“I have a degree in Latin and ancient Greek and during my university years, I was a teacher at a high school in Zagreb. After graduating, I decided to make a big change in my life by moving to Italy, and that decision eventually led me to LVD. Although my career has taken a completely different direction, my passion for languages and linguistics has never faded. I still enjoy learning about languages and exploring how they shape communication and culture.”
It’s a foundational strength reflected in how Martina supports customers – listening closely, analyzing thoughtfully, and adapting quickly to deliver the right solutions.
