Experience

Solera Italia
• Italy
• IT Services and IT Consulting
• 1 - 100 Employee
• Customer Support Manager - Italy & Greece

  • Dec 2021 - Present

Carvago.com
• Czechia
• Retail
• 1 - 100 Employee
• CustomerCare Manager Italy

  • Nov 2021 - Nov 2021


Belron Italia S.p.A.

• Italy
• Automotive
• 1 - 100 Employee

• Customer Care Manager

  • Jan 2015 - Jul 2020

  Management of the Carglass Call Center (2 Team Leaders + 45/60 operators), After-Sales Customer Service and TPA (Third Party Administration - June 2016). ● Development of a new corporate CRM ● Implementation of CRM2 TPA for the opening and handling of claims for one of the main Italian insurance companies Management of the Carglass Call Center (2 Team Leaders + 45/60 operators), After-Sales Customer Service and TPA (Third Party Administration - June 2016). ● Development of a new corporate CRM ● Implementation of CRM2 TPA for the opening and handling of claims for one of the main Italian insurance companies



Carglass® Italia

• Motor Vehicle Manufacturing
• 100 - 200 Employee

• CUSTOMER SERVICE SUPERVISOR

  • May 2010 - Jan 2014

  Reporting to the Head of Operations, creation of the After Sales Customer Service (Claim & Complaints) - 4 operators. ● Review of procedures and processes ● KPI definition ● Training of operators ● Implementation of a dedicated tool for Claim & Complaints management ● Creation of dedicated reports, in order to share data and analysis with sales, operations and technical department Reporting to the Head of Operations, creation of the After Sales Customer Service (Claim & Complaints) - 4 operators. ● Review of procedures and processes ● KPI definition ● Training of operators ● Implementation of a dedicated tool for Claim & Complaints management ● Creation of dedicated reports, in order to share data and analysis with sales, operations and technical department



DHL

• Germany
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• • May 2009 - May 2010

  Reporting to the Milan Customer Service Manager, growth of responsibilities on the Milan Call Center teams (65 operators)● Coaching and Quality Control● Dedicated reporting and weekly analysis

• • May 2008 - May 2009

  Reporting to the Customer Service Manager Milan, management of the Value Added Services sales team (10 operators)● Creation of preferential channels for TOP customers● Implementation of dedicated procedures for some products



DHL Express Italy

• Italy
• Freight and Package Transportation
• 700 & Above Employee

• • Jan 2001 - Apr 2008

  Management of the dedicated Customer Service team for Key Account customers (35 operators)● Analysis and deepening of the needs of KA customers● Reorganization by industries teams● Creation of dedicated channels (telephone numbers and email addresses)

• • Nov 1997 - Dec 2000

  ✔ Creation and development of 24h team

• • Dec 1995 - Oct 1997


The Coca-Cola Company
• United States
• Food and Beverage Services
• 700 & Above Employee
• ASSISTANT TO THE MAJOR SPORTING EVENTS MANAGER

  • Mar 1996 - Jul 1996