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Andrea Cervini is listed as Strategy Visualization Specialist at Percepta, a with 892 employees, based in Batavia, Illinois, United States. AeroLeads shows a matched LinkedIn profile for Andrea Cervini.
Andrea Cervini previously worked as Customer Experience Sr Manager - Improvement Redesign at Ups and Customer Experience Sr Manager - NPS Outer Loop & Journey Creation at Ups. Andrea Cervini holds Masters, Business Administration from Benedictine University.
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I recently moved into Percepta's fast-paced contact center strategy team where I build presentations that bring our strategies and solutions to life in a visual way to garner both client and internal stakeholder support. I bring 26-year years of experience with a Fortune 50 transportiation/supply chain organization and was consistently promoted and chosen for high-profile, high-competency roles A team player with a bright, positive personality and collaborative spirit. A CX and Marketing professional (18 years of experience in those roles!), that is obsessed with ferreting out & fixing the pain points that most frustrate customers. A bit of a nerd who truly enjoys data & research…and making that complex information palatable for any level. Someone who in 2023 alone identified $63M in revenue growth, churn reduction and cost savings by reimagining customer support across a large organization.I enjoy bringing my varied background spanning tech support, industrial engineering, operational excellence, marketing and CX to bear in my visualization role with Percepta!
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Support the Business Solutions team in building presentations that bring Percepta's strategies and solutions to life in a visual way to garner both client and internal stakeholder support
Greater Chicago Area
Drove a Customer First culture and ensured that the Voice of Customer (VOC) was prioritized in redesigning organizational and customer processes for improvement across a Fortune 50 organization.• Contributed to company-wide cNPS score improvement of +11, where each 1pt move equates to $41M totaling $451M in cost savings and revenue growth• Drove cNPS journey score growth: Billing +12, Shipping +10, Support +9• Identified $63M in Customer Service cost savings through Foundational Data Sprints in 2023; $8M YTD Feb 2024 (Shipping, Billing) via: -- Leading cross-functional teams through the learning, ideation, prototype design, sprinting, proving, and scaling processes required to drive customer experience improvement within customer journeys (examples: Credit card enablement, accessorial fee reduction, upstream changes to minimize eventual need for billing support) -- Incorporated data insights from numerous sources including but not limited to: NPS VOC data, internal operational metrics, customer contact data, customer segmentation data, user experience data and external research.
Greater Chicago Area
Conceptualized, built and maintained the Outer Loop process of the Net Promoter System across UPS where we gather frontline improvement ideas and share with the functions that could best support the necessary changes.Collaborated with Bain & Co. to build a robust NPS Outer Loop solution. -- Created frontline huddle elevation feedback loop with Qualtrics ticketing, reporting, and triaging which was revolutionary for both Bain and Qualtrics and will be the basis for forthcoming solutions from both companies. -- Collected 450+ frontline escalations in 2021 (1,300 by YE 2023) through socialization and training.Established transactional listening for Support journey utilizing personas, journey mapping, pain point identification and Qualtrics journey reporting dashboards mapping employees to follow-up ticketing assignments.
Addison, Illinois, United States
Collaborated and engaged with aligned sales team to achieve strong 2020 results: Average Daily Net Revenue growth 109% effective to plan, supported by direct-contact cultivated wins of $6.8M.• Developed, coordinated, and managed weekly district-wide International-focused training to increase global acumen and boost international sales by 8% YOY.• Created custom marketing/solutions presentations to customers with annual spends of $500K - $20M
Addison, Illinois, United States
Selected from 23 districts to beta test Access Point program for the U.S. • Managed a team of 6 to build network of 500+ stores to hold undeliverable packages for consumers; met aggressive recruiting/churn goals to ensure project ROIs of $10M+/year delivery cost savings• Created training and How To process documentation for manager, supervisor and specialist levels to support US scaling efforts
Addison, Illinois, United States
Selected for elite marketing group of 12 from a field of over 200 marketing professionals.• Provided personalized training and sales support to over 25 associations. Created, planned and executed custom marketing campaigns. Managed contracts and issue resolution. Annual revenue growth $3M+• Drop Box location analysis resulted in a volume increase of over 2.5 PPD YOY. Annual revenues $2.5M• Led high-profile Chicago marketing campaign for increasing visibility in lucrative downtown market
Addison, Illinois, United States
• Marketing Specialist / Supervisor, Central Region• Industrial Engineering, Special Project Specialist • Technical Support Group Technician / Specialist
Other employees you can reach at percepta.com. View company contacts for 892 employees →
Ginny Mcdannell
Colleague at PerceptaGettysburg, Pennsylvania, United States
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Millie Giallombardo
Colleague at PerceptaUnited States
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Anna Khounnoraj
Colleague at PerceptaMississauga, Ontario, Canada
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Juanita Barton-Gomez
Colleague at PerceptaBenton Harbor, Michigan, United States
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Donna Middleton
Colleague at PerceptaPalm Bay, Florida, United States
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Shamara Hampton
Colleague at PerceptaHerndon, Virginia, United States
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Cat Walters
Colleague at PerceptaGreater Northampton Area, United Kingdom
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Jess Villanueva
Colleague at PerceptaCainta, Calabarzon, Philippines
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Chad Scott
Colleague at PerceptaPalm Bay, Florida, United States
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Christina Nickerson
Colleague at PerceptaPalm Bay, Florida, United States
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Honors Scholar Graduate
Quick answers generated from the profile data available on this page.
Andrea Cervini works for Percepta.
Andrea Cervini is listed as Strategy Visualization Specialist at Percepta.
Andrea Cervini is based in Batavia, Illinois, United States while working with Percepta.
Andrea Cervini has worked for Percepta and Ups.
Andrea Cervini's colleagues at Percepta include Ginny Mcdannell, Millie Giallombardo, Anna Khounnoraj, Juanita Barton-Gomez, and Donna Middleton.
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Andrea Cervini holds Masters, Business Administration from Benedictine University.
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