Diego Esposito Email & Phone Number

Milan, It

Rome, Latium, Italy

MioDottore is the leading platform in Italy dedicated to private and public healthcare. The platform helps patients connect with specialist doctors, general practitioners, medical centers and hospitals.As a Customer Success Manager at MioDottore, I empower healthcare professionals to leverage our virtual platform to improve patient engagement, streamline practice management, and enhance overall user experience. By providing personalized support and tailored solutions, I ensure our clients achieve measurable success with our technology. Key Responsibilities:- Act as a trusted advisor to healthcare professionals, helping them maximize value from MioDottore's services.- Provide onboarding, remote training, and ongoing support to ensure seamless adaption and usage- Building positive relationships with customers to understand their challenges and objectives.- Collaborating with Sales, Customer Success and other teams to resolve client issues and provide feedback for continuous product improvement.- Track client health metrics and proactively address potential challenges to enhance satisfaction and retention.- Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding. Achievement :- Achieved 95% client retention rate through proactive client management.- Improved customer satisfaction scores by 20% within six months by implementing new training and support strategies- Reduced churn by 15% by identifying and addressing key pain points

Lisbon, Portugal

As a Sales Development Representative (SDR) at Cisco, I helped drive business growth by identifying, qualifying, and nurturing potential leads, while working closely with cross-functional teams to ensure a seamless sales process. My responsibilities included: - Lead Generation & Qualification: Proactively identified and engaged with potential customers via cold calling, email campaigns, and social platforms like LinkedIn, ensuring a strong flow of qualified leads to the sales team.- Customer Relationship Building: Developed meaningful relationships with prospects to understand their business challenges and pain points, successfully positioning Cisco’s solutions to meet their needs.- Pipeline Management: Managed a growing pipeline of leads in Salesforce, maintaining accurate and detailed records of all prospect interactions, and ensuring timely follow-up to advance leads through the sales funnel.- Collaboration with Sales Teams: Partnered with Account Executives and Sales Managers to hand off qualified leads and ensure effective follow-up, resulting in increased opportunities and revenue growth.- Market & Product Knowledge: Consistently updated my knowledge of Cisco’s products and services, as well as industry trends, to provide relevant and valuable insights to prospects.Key Achievements:- Consistently exceeded monthly KPIs for qualified lead generation and meetings scheduled by 90%.- Played a key role in securing high-value accounts, contributing to € 800.000 in sales pipeline growth.- Recognized by leadership for outstanding performance and named “SDR of the Month” and " Sales Champion "

Lisbon, Portugal

I worked as a Customer Service Representative at Porsche Italia S.p.A., where I provided top-tier support for high-end clients in a fast-paced environment. My role involved handling complex inquiries, ensuring client satisfaction, and upholding Porsche’s reputation for luxury and precision.Responsibilities:Customer Interaction & Issue Resolution:- Managed daily interactions with clients, handling inquiries about Porsche vehicles, services, and digital platforms via phone, email, and chat.- Resolved technical and service-related issues by coordinating with internal departments such as sales, technical support, and marketing.- Acted as the primary point of contact for high-profile and VIP clients, ensuring a personalized experience tailored to their needs.Complaint Management:- Handled and resolved escalated complaints professionally, aiming to turn negative experiences into positive ones.- Ensured prompt follow-ups with clients post-resolution to confirm satisfaction and provide additional assistance when needed.Customer Retention & Loyalty Building:- Implemented customer retention strategies, including personalized follow-ups, product recommendations, and exclusive offers for loyal customers.- Proactively engaged with customers to understand their needs and exceed their expectations, reinforcing their loyalty to the Porsche brand.Achievements:- Achieved a 15% increase in customer satisfaction ratings within six months by creating and implementing a customer feedback loop.- Reduced response times by 20% by streamlining the customer communication process through new CRM software integration.- Successfully managed an average of 50 customer inquiries per day, maintaining a high rate of first-contact resolution.

Lisbon, Portugal

As an Inbound Sales Representative at Teleperformance for Domestic & General, I was responsible for assisting customers with purchasing insurance coverage for household appliances. My role involved understanding customer needs, presenting relevant insurance options, and closing sales while ensuring a positive customer experience.Customer Interaction & Sales:- Received inbound calls from customers inquiring about insurance coverage for household appliances, including washing machines, refrigerators, and more.- Assisted customers in selecting the most appropriate insurance plan based on their specific needs and budget.- Explained the benefits, features, and terms of insurance products in a clear and easy-to-understand manner.- Up-sold and cross-sold additional coverage options and services to maximize customer value and meet sales targets.Consultative Sales Approach:- Adopted a consultative sales approach, focusing on understanding each customer’s requirements and providing tailored solutions.- Built strong rapport with customers by actively listening to their concerns and addressing any questions about the coverage and claims process.Closing Sales:- Consistently achieved sales targets by converting inquiries into successful sales through persuasive communication and product knowledge.- Handled objections effectively by highlighting the value and necessity of insurance for long-term appliance protection.Achievements:- Consistently exceeded monthly sales quotas, achieving up to 120% of the target in several months.- Increased conversion rates by 15% by improving my consultative sales techniques and handling objections more effectively.- Played a key role in improving customer satisfaction scores (CSAT) by ensuring clear communication and smooth transactions.- Recognized as the Top Sales Performer thanks to my dedication to customer satisfaction and closing high-value deals.