Antonio Lusiani, Pmp® Email & Phone Number

Turin, It

Turin Area, Italy

Reporting directly to the CEO, my job is to supervise and optimize all business processes (operations) necessary to create and deliver services to our customers. My tasks are varied and, in collaboration with the individual managers, range from the management of the purchasing and service delivery function, to sales operations and customer operations up to project management, organizational supervision and budgeting control.I am responsible for executing all contracts and P&L control along with client alignment at a senior level. I lead the account management team of the company and with them I ensure that existing clients are satisfied with our services, aware of additional services that the company can provide them and in order economically.

Turin Area, Italy

Arka Service is a company customer focused, investing on the new digital and personalized relationship with the customer, all in a context of new quality and new ethics that the extreme personalization of the service must respect.As Chief Customer Officer (CCO), reporting to the CEO, I’m at the helm of Enterprise Customer Services, an organization of 200 among managers, project managers, service managers, teams leaders, supervisors and technicians whose primary responsibility is the Customer Experience.My role is to provide a single view of the client through all the contact methods.I am responsible for influencing company activities, providing a complete and authoritative view of the customer so as to create strategies to maximize the acquisition, retention and profitability of the services provided.Enterprise Customer Services takes care of service desk, analytics, gathering and analysis of feedback, setting up and measuring Customer Experience, creation of a single view of the customer, reviewing and reconfiguring customer processes, multi-channel consistency and guarantees quality of the service offered, 24x7, 365 days a year.Customers today require access to services in various forms and media to meet their preferences and lifestyles, such as natural or artificial human voice, e-mail, traditional mail, web chat, web collaboration, web co-browse, and so on.It is therefore necessary to provide a consistent and satisfying Customer Experience through all the methods of access to the service, because customers today, more than in the past, are available to change service providers if they do not receive support in line with their expectations.

Turin Area, Italy

Reporting to the Company's Delivery Manager, I have the hierarchical and functional responsibility of the entire Service & Transition Management (STM) community, consisting of 12 Service, Transition & Project Managers who manage all projects and all services to Arka Service Customers.The managed volume is about 20 simultaneous projects, of which 60% are client projects and 40% are internal projects. The number of managed customers is about 40, of different sizes and coming from different sectors of the industry.

Turin Area, Italy

Reporting to the Company Delivery Manager, I am responsible for a technological help desk and an applicative help desk of a major telecommunication company serving one of the biggest banking groups in Italy. The community I’m managing is composed by 60 people among Team Leaders, Supervisors and Agents, located in two branches: Torino and Napoli. We provide service to the bank headquarters, bank branches, final customers using internet banking for a total of 30.000 contacts per month.

Turin Area, Italy

Reporting directly to the Global Delivery Program Executive, head of the global service, I was responsible for EMEA Transition & Transformation of FIAT and CNHi to transform the IT governance, HW & SW products, processes and tools for servers & system management, from several local entities to a single global one, managing a budget of €15M.At the head of seven project towers (stream), each composed of a Tower Manager, several project leaders, one or more solution architects and the technical team for implementation. An amount, linearized, of 90 people working full-time under my direct responsibility.

Turin Area, Italy

Reporting directly to the Director of Operations in Italy, I had hierarchical and functional responsibility of the whole community TPS FIAT Integrated Account, consisting of around 50 Transition Project Managers managing projects & programs within a Master Service Agreement signed with Fiat Group. The volume managed was approximately 200 simultaneous projects, of which 5% were large programs.

Turin Area, Italy

Reporting directly to the Italian EUS Competency Segment Leader, I had hierarchical responsibility of the whole community of 30 Senior Specialists (network, voice management, data/voice integration and workflow systems). I drove the entire Italian EUS infrastructure, providing infrastructure services to IBM and customer contact centers, remote specialist support to all customers, domestic and international, internal and external, 24 hours, 365 days a year.

Turin Area, Italy

Reporting directly to the Transition & Transformation Executive responsible for the whole transformation program, I was responsible for the transformation of the iSeries, SAP, VMS platforms, storage & system management in the IBM data centers, managing a budget of €5M. I was in charge of the project teams, each consisting of project managers, architects, and systems engineers.All projects within the program that I led were completed on time, within budget and in compliance with the quality requirements, allowing the program as a whole to be completed successfully.

Rochester, Minnesota, Stati Uniti D'America

During my assignment in the U.S. I was the Program Manager of the global team "eServer Performance Management Development & WW Operations" in Rochester, MN. Member of SOMT (Service Offering Management Team), I managed the development of several new features of performance management for iSeries, pSeries and xSeries, working in a global virtual team consisting of Regional Offering Executives, SOMT, lines of marketing and customers throughout the world.Reporting directly to the global team Manager, I was responsible for design, development and release to production of new global offerings via the web, managing a budget of $ 2.5M and direct relationships with executives responsible for all IBM geographies. My responsibility was twofold. Towards the product lines for the development of new features to be included in the code of operating systems, and to the service units all over the world for the development of service offerings.

Turin Area, Italy

Responsible for Information Technology Services in Piemonte, Liguria and Val d’Aosta, I led 29 employees and $15M in revenue.

Genoa Area, Italy

Responsible for Maintenance and Information Technology Services on customer systems, I led 16 employees and $5M in revenue.

Turin Area, Italy

Turin Area, Italy

Turin Area, Italy

Turin Area, Italy