Experience

BORSALINO

• Italy
• Retail Apparel and Fashion
• 1 - 100 Employee

• Customer Service Manager - Global Commercial Department

  • Mar 2019 - Present

  Within the Global Commercial Department, manage, mentor and lead a team of Customer Service Agents to provide best in class service to our wholesale partners. Develop and maintain a culture of operational excellence within the team, managing against KPI to ensure high performance and efficiency. Develop and implement strategies to continuously improve performance and prepare for future growth.- Ensure highest level of service to our clients; building credibility by setting high expectations and meeting or exceeding them- Manage a culture of high performance within the Customer Service team- Accountable for accuracy in the Customer Service team output- Accountable for meeting team KPI- Ensure audit compliance within the Customer Service team- Manage order book to meet commercial targets – highlighting issues and opportunities- Develop new strategies and solutions to drive up service and efficiency- Build and maintain strong working relationships with internal partners and key clients- Performance management- Coaching, training and development- Management of escalated issues (externally & internally)- Create reports for various stakeholders- Represent Customer Service at regular business meetings- Developing a culture that emphasizes optimism, quality, continuous improvement and high performance.



Prada Group

• Italy
• Retail Luxury Goods and Jewelry
• 700 & Above Employee

• Customer Service Wholesale

  • Jan 2018 - Mar 2019



Nestlé Professional

• Switzerland
• Food and Beverage Services
• 700 & Above Employee

• Key Account Manager

  • Sep 2014 - Dec 2017

  Main achievement is to manage and develop clients and their turnover. Responsabile for:- Largely exceed sales targets as per budget;- Manage the business relationship with the assigned Key Account by defining business conditions (discounts,returns, year end, rewards) in compliance with the guidelines set by the Company head;- Budget management of trade marketing initiatives on assigned clients;- Organize meeting with sales managers and working side by side with their sales force in order to train, promote,insert and increase sales of specific items during order taking;- Solve issues and warnings about product and service by interacting with the appropriate company functions;- Develop and propose events to be implemented on points of sale of the assigned clients, verifying the correctcarrying out of the projects, their effectiveness and the actual economic results achieved;- Ensure the definition of a policy that respects priorities and logics of the portfolio;- Support the creation of sales events for channels managed;- Create the best distribution network on the territory;- Provide accurate sales forecast;- Interact with the different business functions (Marketing, Trade Marketing, Planning, Customer Service, etc.)

• NP SuperPremiumBeverages Market Business Manager Commercial Assistant

  • 2012 - 2014

  Assist in carrying out goals and actions plan.Manage directly certain topics:a) showroom managementb) follow communication to potential customersc) coordinate design, implementation, execution of events during NP-SPB trade shows, fairs, seminars, meetings, events around Italy.Provide role of liason with potential customers to optimize opportunities for realization of effective contacts.Organize and optimize agenda of teh Executive NP SPB (meetings, travel, appointments).Coordinate internal communication Nestlé Italiana,Global and NP-SPB



Nestle Purina

• France
• Restaurants
• 1 - 100 Employee

• Customer Relations and Logistic Specialist

  • 2008 - Aug 2012



Nestlé Waters

• France
• Food and Beverage Services
• 700 & Above Employee

• Customer Relations and Logistic Specialist

  • 2007 - 2008



Bulgari Hotel and Resorts by Ritz Carlton

• Guest Relations Team Leader and Trainer

  • 2005 - 2007



CAFFARO INDUSTRIE SPA

• Italy
• Chemical Manufacturing
• 1 - 100 Employee

• Customer Service, Logistics and Material Specialist

  • 2002 - 2005



Starwood Hotels & Resorts Worldwide, Inc.

• Hospitality
• 100 - 200 Employee

• Team Leader HSK

  • 1999 - 2002

• Customer Relations and Logistic Operator

  • 1996 - 1999