Member of the Fractional Manager Italia Network, to Support SMEs in Development by analyzing the structure of Customer Services and possible iterations with AI; Identifying KPIs and data useful for improving internal sales and after-sales processes

We analyze the structures and activities dedicate to customers, define the areas of intervention, train agents and accompany companies on a path of growth with the Customer at the center.Through a correct balance between the multiple solutions offered by AI and the skills and professionalism of resources, we implement effective solutions to really put the customer at the center of business strategies, thus improving satisfaction levels and the degree of loyalty and making Customer Service a profit center for the company.

I support companies to improve processes and successfully develop their strategies in the field of Customer Service. Thanks to a journey of over 20 years, during which I have successfully developed and managed customer service organizations in diversified sectors, both B2B and B2C, I have developed a clear and comprehensive vision of the sector. A deep knowledge of customer needs, trends and market best practices, allows me to analyze processes, identify weaknesses and propose tailor-made solutions to optimize every point of the Customer Journey. Through a correct balance between the multiple solutions offered by AI and the skills and professionalism of the resources, I implement effective solutions to really put the customer at the center of business strategies, thus improving satisfaction levels and the degree of loyalty and making Customer Service a profit center for the company. * Analysis of the as-is situation and key indicators (NPS, VOC, KPI) * Development and implementation of the strategy through new technologies, refinement of communication channels, redesign of service delivery workflows, staff retraining. * Impact assessment (cost-effectiveness, feasibility, scalability, ROI) * Performance monitoring, possibly adapting the strategy to changes dictated by internal factors, market factors or the development of new technologies.

Managing a team of over 40 resources:* Analysis and review of operating procedures and processes* Damage & loss analysis and definition of strategies for cost containment* Conducting periodic meetings with Italian and international customers to define the trend of service levels aimed at drawing up management plans. action to be shared with the Ground Management (Key Account Management)Achieved results:* Reorganization of the national Contract Logistics and Ground Customer Service* Centralization of 70% of customers with 30% savings in resources and 60% increase in productivity* Development of the Customer portal, interface with other systems and implementation of a VoIP Cloud service for inbound call management for B2C customers* Implementation of ticketing software for contact tracking and analysis (300k/year) and implementation of tools Self-service for the final customer

* Reorganization and management of the Service Team and the Brasilia BU (Professional Coffee Machines) for the two offices in Binasco and Genoa* Monitoring of technical visits and training sessions at the customer's premises* Enhanced response times and initial effectiveness by reorganizing warehouses (40% reduction of imobilized stock value) and fleet.* Analysis of customers' needs and requests for product improvement* Monitoring of defect reports and coordination with R&D and Quality for continuous product improvement

* Development of the Italian market and complete overhaul of the customer portfolio. 90% revenue's increase in 2 years after relaunch of new products and organization* Management of the Sales Team (internal and external with local Agencies) and the Service Team* Analysis of monthly trends and opportunities* Targeted actions with R&D and Marketing for the launch of new products and solutions

Revision of the organization of the Customer Service with a view to centralizing some activities and optimizing resources* Analysis of procedures and processes and introduction of self-service tools for customers* Adopting the Salesforce Service Module* Management of direct relationships with the main customers and their main recipients (CEDI)

Management of a centralized B2B and B2C Customer Service structure on over 40 branches in Italy and over 10 branches abroad (France, Spain, Switzerland)* Setting up and management of 2 Contact centers (Bergamo and Rome) for the management of over one million calls/year* Setup and management of 1 Outbound Contact Center dedicated to the OCS (Office Coffee System) segment* Definition and development of an advanced CRM dedicated to the sector segmented into Technical, Customer and Commercial Area* Analysis of the data collected by the software and CRM on the entire Technical Area to analyze the defectiveness of the machines and the work of the technicians.* Conducting ongoing customer surveys to monitor areas of improvement and NPS* Fleet management (2,000+ vehicles) with a dedicated team (leasing, fittings, purchases)* Focus on service improvement and cost containment

* Coordination of a 1st and 2nd level Contact Center organized into several product lines (Automotive, Motorrad and Financial)* Project leader for the development of a new CRM on an internal platform• Development of Self-service instruments for Financial Service Customers with progressive reduction of inbound contacts (-35% in 2 years)

* Third-party vendor management for the 1st level contact center* National contact for the development of an after-sales oriented CRM (Clarify) shared by several subsidiaries in Europe and around the world.* Management of the Group's Mobile Workshops fleet, staff training and organization of the annual meeting

* Analysis of new customer contracts and feasibility verification of the technical and health services provided* Interface with the Network Office for the development of any new services and/or services* Production of all the reports of the Operations Center and sharing with the various functions involved