Carlo Bognanni Email & Phone Number

Milan, It

Milano, Lombardia, Italia

Governance and projects coordination on customer operations initiatives for optimization of customer experience and operational efficiency

Milano, Italia

Working as Product Owner in Customer Journey & Service Design team, part of Sky Wifi Customer Operations departmentMain activities:– Startup of Sky broadband service and related Operations processes and operative model– Design business processes enabling the target Customer Journey and ensuring abest-in-class and digital-first Customer Experience– Coordinate cross-competencies working groups to deliver a consistent customerexperience with an omni-channel approach– Monitor, analyze and improve operative efficiency and customer experienceindicators on E2E customer processes in startup phase

Milan Area, Italy

Management consulting in Telco and Insurance industriesMain projects:– Customer Experience Management (team leader): for Marketing and Customer Operations departments of top international Telco players, design and development of a framework for detection and analysis of customer perception of the service offered through the main digital and human channels, enabling the definition of appropriate actions to improve internal CRM processes and increase customer satisfaction/retention– IT PMO: control and coordination of projects execution and delivery in the IT department of an international Insurance player; support on outsourcer management; PM support on specific initiatives– IT Performance Management (team leader): definition and development of a business-oriented framework to measure performances of IT services and to produce executive reports for the top management of a Telco industry

Milan Area, Italy

As part of the MBA program, I worked in the IT solutions for the Top Clients marketing group. The main activity has been to support the definition of offerings (market scouting, pricing, competitive analysis) included in Nuvola Italiana, the proposal for IT solutions based on cloud computing addressed to the top enterprise market.Main activities:• Messaging&Collaboration offerings based on cloud-computing- Comparison with the solutions proposed by main competitors in terms of technical features and functionalities- Involved in the preparation of offering documents, describing the market positioning, the economic and commercial bid, the technical and functional characteristics of services and associated user profiles• Content Delivery Networks market scouting- Competitors analysis: technical features, functionalities, pricing models and market positioning- Partecipation in the definition of Telecom Italia proposals to the Italian market

Turin Area, Italy

Design and development of web applications mainly based on Microsoft technologies.Main achievements:• Improvement of existing recruiting process management web application of Reply HR office (development)- New functionalities for Manager users, technical support for users- Technologies: .NET Framework 2.0, C#, VB.Net, HTML, AJAX, WebServices, Oracle PL/SQL• New HR process management web application (back-end requirements analysis and development)- Renovation of user interface and back-end architecture- Technologies: .NET Framework 4.0, C#, Silverlight, Entity Framework, RIA Services, Linq, Telerik• Web Widgets (design and development)- KM42 widgets: integrate and expose Reply Knowledge Management System platform functionalities- Technologies: HTML, AJAX, Javascript libraries (JQuery, GoogleGears), WebServices, C#, Oracle PL/SQL

Master Of Business Administration (Mba)

International, highly selective and completely company-funded full time MBA program attended in Paris, Turin and Munich. Courses taught.

Laurea Specialistica, Ingegneria Informatica

Tesi, Pervasive Computing

Laurea Triennale, Ingegneria Informatica