Danilo Bacci work email
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Danilo Bacci personal email
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Senior Operations Manager having many years’ experience, gained at a multinational World Leader in Money Transfer, in the continuous improvement of the Customer Experience with a unique and personalized Customer Journey through the optimization and digitization of processes and products. Specific skills in Lean/Agile Methodology, Productivity and Quality Analysis with recent extension to elements of Artificial Intelligence and use CMS Avaya, Saleforce, TopBox, Nice Engagement, Tableau Visual Analitycs, Jira, Power BI, SQL Query Analyzer platforms. Constant achievements of performance, quality, and compliance objectives, demonstrating important Leadership, Teamwork and Communication skills, also Team Management & Engagement and Problem-Solving skills, constantly keeping the Budget Management under control. Attitude for Strategic and Global Vision with interactions with all Business levels and ability to manage and influence stakeholder strategies.
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Senior Manager Customer OperationsHexa Credit Care Jul 2021 - May 2022RomeHead of the Customer Care (BPO) area for all Caring, Credit Collection, Churn Prevention, Upselling Campaigns, Back Office for important Partners in TelCo, Energy and Consultancy sectors. Important results achieved in restructuring the organizational model focused on improving performance through changes aimed at enhancing people and their professional growth. Constant attention to Sustainable Economic Management and a strong focus on sharing Best Practices through Multi-Skills, Cross-Function and Cross-Product objectives. -
Senior Manager Operations – Dri Customer Care Eu & CisWestern Union Jan 2016 - Jun 2021Rome Area, Italy• Main contact for all company departments especially for Business and Operations in the European region regarding the definition, planning and implementation of projects and initiatives.• Coordination of activities within the Global Customer Care Organization (CARE) and direct interaction with several outsourced Call Centers.• Operational Execution of Sales, Business, Compliance, Marketing, and IT projects aimed to increase the company's growth and complying with current legislation.• Core Team Member for Digital projects in partnership with Amazon and Poste Italiane/Poste Pay. -
Sr Manager Operations – Italy Contact Center ManagerWestern Union Jan 2014 - May 2021Rome Area, Italy• Supervision of 3 Teams (82 employees) with the function of Operational Support for WU Agents in Italy, Technical Support for Agents in Italy, Belgium, Netherlands, Luxembourg, and Operational Support for Romania and Moldova. • Constantly reaching the company KPIs and service quality, resource analysis, budget variance analysis and identification of risks with mitigation actions.• Design, planning, and projects execution crucial for the company and post launch monitoring actions.
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Operations Manager – Help Desk ItWestern Union Jan 2008 - Dec 2014Rome Area, Italy• Management of 20 employees with first and second level technical assistance for Agents in Italy and second level expansion for Agents in the UK, Belgium, Netherlands, Luxembourg, Romania, Czech Republic, and Hungary.• Daily performance monitoring and analysis and creation of new optimized procedures with consequent increase in quality and cost reduction.• Technical operational validation of new products and initiatives in collaboration with all business areas.
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Team Leader Operations – Help Desk ItWestern Union Jan 2002 - Dec 2007Rome Area, Italy• Focus on Teamwork and the awareness of everyone with important results achieved in the management and professional growth of the Team, through the analysis of data and performance, thus leading the Team to be a crucial asset for the exposed growth of the company.• Technical/Operational first and second level support to Western Union Agents in Italy within the Network Digitization project.
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Help Desk Specialist- Help Desk ItWestern Union Apr 2001 - Jan 2002Rome Area, ItalyHelp Desk Specialist with high experience and skill on first and second level support for the network of Agents in Italy, specialized in solving technical issues on Western Union software and related to Agents' connectivity.
Danilo Bacci Skills
Danilo Bacci Education Details
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Computer / Programming CoursesDatabase Access – Visual Basic 6.0 – Visual J++ -
Diploma Maturita’ Classica - Ist. Sant’Apollinare In Roma
Frequently Asked Questions about Danilo Bacci
What is Danilo Bacci's role at the current company?
Danilo Bacci's current role is Senior Operations Manager | Customer Experience | Process Digitization| Lean Agile Methodology | Artificial Intelligence.
What is Danilo Bacci's email address?
Danilo Bacci's email address is da****@****ail.com
What schools did Danilo Bacci attend?
Danilo Bacci attended Computer / Programming Courses, Diploma Maturita’ Classica - Ist. Sant’apollinare In Roma.
What skills is Danilo Bacci known for?
Danilo Bacci has skills like Change Management, Business Analysis, Team Management, Vendor Management, Project Management, Team Leadership, Risk Management, Process Improvement, Microsoft Office, Outsourcing, Business Process Improvement, Business Development.
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