Experience

AERRE ITALIA - A.R. S.r.l.

• Italy
• Furniture and Home Furnishings Manufacturing
• 1 - 100 Employee

• Responsabile back office

  • Aug 2023 - Present



Freelance

• Cesena, Emilia Romagna, Italia

• Laureanda economia e management

  • May 2022 - Present

  Swot analisi, project, operational processes, development call Center strategies. Swot analisi, project, operational processes, development call Center strategies.



Easytrip Transport Services by Egis

• France
• Truck Transportation
• 1 - 100 Employee

• Credit & collection officer

  • Sep 2021 - May 2022



Agecredit Srl

• Italy
• Financial Services
• 1 - 100 Employee

• Office Manager

  • Jul 2020 - Sep 2021

  Managed office space and office equipment. Managed telephone and emailcommunication systems and maintained office supplies ordering office supplies withaccuracy. Coordinated travel plans and scheduled appointments. Planned and managedmeetings and special events to support company efforts.

• Field Manager

  • Sep 2018 - Jun 2020

  Lead a field agents team. Assign cases and distribute work flow in overall italy area. Plan training everyone as effectively as possible. I am responsible for maintaining all the field rules and policies, evaluating performance of field agents. I Manage the needs and concerns of every field agent and giving support to them. Develop field network and oversees performance and KPI. According to finance dept. I process invoice for field agents and external field companies.

• Call Center Manager

  • Sep 2010 - Jun 2020

  Manage customer care team (60 pl + 3 team coordinator), shift planning, reporting & analys of kpi & SLA maintenance. Problem solving application, campaign planning, manage operative priorities. Motivation (1to1) & reach team and single goals. Project startup new customer.Time management, people management. Fluent english (B2)Weekly operation Forecast, management & staff meeting. Recruiting activities (single and group 1to1) develop customer care area (from 18 to 60 agents)



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Escalation Manager

  • Jan 2009 - Aug 2009

  Manage escalations of technical service for HP Italy.Manage relationships with customer escalation managers, reporting and analysis operations. Owner for continuous improvement in greatest economical impact areas. In six months extra-services requested, are decreased from 80% to 5% due to proactive actions in critical areas (for example: processes, technical knowledge, proper planning of work and delegation of tasks).

• Team Manager

  • Oct 2007 - Jan 2009

  Management asset team after sales technical assistance computing (PC, mobile, PDA) for HP Italy. Responsible for CSAT and KPI. Career path development for all staff, sharing results. Unplanned absenteeism decreased from 23% to 4% on 30 people team. Motivating people and create new challenge. Service levels responsible, performance analysis and coaching team. Technical and financial reports output, planning improvements and team growth. Decision-making in critical situation with dynamism and positivity. Achieve steady business, team and personal goals. Show less

• Team Coordinator

  • Sep 2005 - Sep 2007

  Activities Coordinate a 24x7 team, manage process & procedure escalations and operative issue when necessary.