Debora Bossi Email & Phone Number

Italy

Milan, Lombardy, Italy

Account specialist for Customer Care activities of markets within EMEA region, with the responsibility to monitor all the qualitative and quantitative KPIs.Currently in charge of the French market, leading the transition into the new Stellantis organization, monitoring the correct implementation and evolution of Customer Care processes towards the best.

Account Specialist for Customer Care activities and procedures of EMEA Markets (in charge of France, Spain, Portugal, Morocco, Holland, Belgium and Nordic countries) with the responsibility of:- ensuring alignment of all stakeholders with HQ guidelines- monitoring KPIs and CSI (Customer Satisfaction Index) and implementing corrective actions to improve.

Responsible for Call Center services provided by French speaking markets within the EMEA region (France, Morocco, Belgium, Switzerland), managing a Team of about 40 resources, with the responsibility of keeping under control all the quantitative and qualitative KPIs requested.Responsible also for the Maserati Customer Care Team, leading the roll out of.

Designing and delivering behavioral, product and operational training to Company's resources within the EMEA region.Developing and customising training for different stakeholders within the Company (call center agents, staff employees and management) and external providers.Supervising and supporting employees with constant performance monitoring, feedback.

Professional experience characterized by constant professional and personal growth, which allowed me to cover various increasingly complex roles.- Secretarial duties, for the effective and practical management of the office- Customer management during the entire sales process- Development of international projects aimed at improving the productivity of.