Senior Manager, supervising a group of Team Managers across various LOBs within a Sales and Fulfilment environment. Providing coaching and mentoring to achieve performance targets and deliver exceptional service to clients. Building and maintaining strong relationships with clients, stakeholders, and partners to understand their needs, address concerns, and drive business growth.Driving innovation and automation initiatives to enhance service delivery, improve efficiency, and elevate customer experience.Ensuring compliance with regulatory requirements, industry standards, and client-specific policies and procedures.Working with cross-functional teams, including quality assurance, workforce management, training, and technology, to streamline processes, resolve issues, and implement best practices.

Leading the operations in EMEA for the Global Safety Support department within Risk&Response. Managing a group of Team Leads, each supervising 10+ direct reports. Driving the team performance, development, career progression and planning their headcount.Working closely with global stakeholders across Trust and Safety to develop strategies and run programs aimed at streamlining processes and offering simpler and safer support solutions to end users.

Leading a team of 15+ Trust and Safety Specialists, handling high volumes of user feedback. Managing and maintaining SLAs for account safety queues, including account takeovers, high risk content, bans and regulatory mailboxes. Dealing with escalations from high profile internal and external partners.Focusing on people development through team events, hiring, coaching and detailed career plans.Leading global impactful projects and working regularly with XFNs to increase safety on the platform.

Specialised market research, monitoring and reporting on my Country of competence. Leading projects to prevent risk on the platform, improve product features, gather user insights and feedback.Handling complex technical and T&S related user escalations, partnering with engineering teams to address bugs and increase security. Maintaining relationships with vendors and leading communications across sites.

Leading a team of 15+ AppleCare Enterprise Support Specialists covering the Italian market. Managing performances and providing continuous coaching and mentoring. Hiring new team members and guiding people in their professional development.Leading impactful projects to improve the customer experience and drive KPIs at a global level.

Apple Care Technical Support Specialist. Providing Enterprise Level customers with technical troubleshooting on Apple's professional application (Logic, Final Cut, Motion, MainStage). Offering technical support on Apple's Server and MDM solutions.Backup Manager, covering as a Team Lead for various teams across the AppleCare organisation.

Apple Store iOS technician. Performing hardware and software repairs on all Apple's mobile devices. Face-to-face individual technical support at the Genius Bar.

Apple Store Sales Specialist. Providing consumer and business customers with personalised solutions. Delivering individual and group training sessions on Apple's software and hardware products.