Supervisor and Responsible Customer Service for TivùSat.Measuring Project Success Using KPIs.Measure the performance inbound phone operators.Staffing, Productivity & Management FTE Analysis with CC Pulse;Service Level Agreement (SLA): Percentage of calls abandoned while waiting to be answeredDatabase: Oracle RightNow

Supervisor and Responsible Customer Service for Mediaset PremiumResponsible:-Inbound-Prevention-retention-Upselling / Loyalty-Sale Of Customer BaseHead of campaigns Inbound-Value Mediaset Premium R.T.I resulting in strategic planning, analysis and reporting of the same. Coordination of the working group and analysis and consolidation of processes and procedures in CRM. Coaching and monitoring of resources in operations. Quality control and analysis on the opening… Show more Supervisor and Responsible Customer Service for Mediaset PremiumResponsible:-Inbound-Prevention-retention-Upselling / Loyalty-Sale Of Customer BaseHead of campaigns Inbound-Value Mediaset Premium R.T.I resulting in strategic planning, analysis and reporting of the same. Coordination of the working group and analysis and consolidation of processes and procedures in CRM. Coaching and monitoring of resources in operations. Quality control and analysis on the opening of new orders in the medium to long-term foster care. Organization and management tout- court of the resources used on these campaigns. Show less

Team Supervisor: Organization and support of the various micro team in the management of a portfolio of clients commissioned by Vodafone based primarily on the activity of debt recovery of unpaid invoices. Verification of the correct working practices, using the various business management systems, control of subsequent agreements reached between Vodafone and its customers (processing of credit notes, credits and / or are no user invoice, phone cards, disconnection of customers etc.) ; Training… Show more Team Supervisor: Organization and support of the various micro team in the management of a portfolio of clients commissioned by Vodafone based primarily on the activity of debt recovery of unpaid invoices. Verification of the correct working practices, using the various business management systems, control of subsequent agreements reached between Vodafone and its customers (processing of credit notes, credits and / or are no user invoice, phone cards, disconnection of customers etc.) ; Training and support team resources, creation of operational guides, data analysis and performance, back office and reporting.Back Office Management, Monitoring and Reporting: Activities of verification and monitoring of the proposed repayment plans by installments and / or deferred payments, through the reminder of the actual performance by the debtor to reorganize dell'insoluto behalf of Vodafone. Management of lending through the analysis and / or updating reports on the actual collection of the debt and closing, with the issuance of credit notes. Preparation of training materials and coaching for new resources team.Reminder Payments: Management of Business Phone Collection of "problem loans" through the solicitation and / or recovery of court, within the project called "Delinquency", derived from telephone contracts of Vodafone customers (consumer / business) and aimed at the regularization of arrears and / or recovery dell'insoluto. Preparation of training materials and coaching for new resources team. Show less