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 Customer Experience.Responsible for managing and dealing with our internal customers Jeep, Alfa Romeo, DS and Lancia:-… Show more 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 Customer Experience.Responsible for managing and dealing with our internal customers Jeep, Alfa Romeo, DS and Lancia:- maintaining the connection between all Customer Care activities and Brand needs- cooperating with different stakeholders to offer Customer-oriented solutions- gathering new emerging requirements to promote new activities- coordinating the alignment of Customer Care structure to all the new product launches Show less

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 performances and results- supervising Budget management allocated to Markets- solving specific Markets' needs

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 different activities (changes on processes and system) and keeping KPIs aligned to the expectations.

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 and coaching sessions, implementing the necessary action plans to improve Customer Satisfaction.Preparing and… Show more 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 and coaching sessions, implementing the necessary action plans to improve Customer Satisfaction.Preparing and updating Knowledge Base contents, used by agents of EMEA FCA Customer Relations.Participating in special projects and the start up of new services within Customer Care Show less

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 multinational companies- Business Development activities