Federica Conti Email and Phone Number

Optimization of the customer journey by ensuring a positive experience at all touchpoints, leading to enhanced customer satisfaction and loyalty.- Implemented the Customer Service, standardizing the procedures for managing customer interactions and identifying procedure owners. Integrated the IVR phone system.- Created and implemented different satisfaction surveys (NPS, CSAT) at key touchpoints, increasing the monthly collected complaints, enabling better issue identification and… Show more Optimization of the customer journey by ensuring a positive experience at all touchpoints, leading to enhanced customer satisfaction and loyalty.- Implemented the Customer Service, standardizing the procedures for managing customer interactions and identifying procedure owners. Integrated the IVR phone system.- Created and implemented different satisfaction surveys (NPS, CSAT) at key touchpoints, increasing the monthly collected complaints, enabling better issue identification and resolution.- Implemented corrective actions based on customer feedback analysis of breakdowns: centralized technical assistance and improved customer communication Show less

Development of lead generation strategies through comprehensive market and customer base analysis. Led a team of external Marketing Contact Center members and managed an internal Lead Generator team- Conducted periodic market analyses to identify new target sectors. Created a Power BI customer base analysis tool, enabling sales management to execute targeted sector campaigns- Redefined lead processing methodology by implementing data-driven targeting and personalized outreach… Show more Development of lead generation strategies through comprehensive market and customer base analysis. Led a team of external Marketing Contact Center members and managed an internal Lead Generator team- Conducted periodic market analyses to identify new target sectors. Created a Power BI customer base analysis tool, enabling sales management to execute targeted sector campaigns- Redefined lead processing methodology by implementing data-driven targeting and personalized outreach, increasing significantly the call-to-appointment conversion rate- Managed multi-channel outbound campaigns (email, social media, telemarketing, events) and optimized the CRM funnel (CRM Dynamics). Show less

Management of market research initiatives to identify customer behaviors and key trends. Managed marketing campaigns, customer segmentation, and lead generation activities to drive business growth.- Implemented and managed monthly email marketing campaigns focused on contract renewals and extensions. Created targeted customer datasets, coordinated with external agencies, and monitored results.- Produced and maintained monthly market trend reports for the Board, providing insights… Show more Management of market research initiatives to identify customer behaviors and key trends. Managed marketing campaigns, customer segmentation, and lead generation activities to drive business growth.- Implemented and managed monthly email marketing campaigns focused on contract renewals and extensions. Created targeted customer datasets, coordinated with external agencies, and monitored results.- Produced and maintained monthly market trend reports for the Board, providing insights on competitor movements and industry shifts. Coordinated market forecasts for the annual Sales & Marketing Plan, contributing to more accurate revenue projections and identification of new market opportunities.- Conducted in-depth quantitative and qualitative market analyses using diverse methods including mystery shopping, focus groups, and interviews. Managed an online community of customers, curating weekly and monthly content and moderating interactions, resulting in improved product development. Show less

Contributed to key Marketing team initiatives: managed product catalog, conducted competitor analysis, executed lead generation activities and coordinated sector events.