Danilo Bacci Email & Phone Number

Rome

Head 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.

Rome 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.

Rome 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.

Rome 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.

Rome 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.

Rome Area, Italy

Help 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.

Database Access – Visual Basic 6.0 – Visual J++

Education record