Flavio Silvaggi Email & Phone Number

Roermond, Limburg, Netherlands

Roermond, Limburg Province, Netherlands

Maastricht Area, Netherlands

In charge of a team of 22 CSR’s (Customer Service Representatives) covering the following languages French, Dutch, German and English- supervising, coaching and motivating team members to apply pre-setted company procedures and to meet the service level agreement- completing and analyzing reports in order to strive for efficiency- providing monthly bilateral feedback in order to meet CSR’s yearly KPI’s (Key Performance Indicators)- planning the whole teams coverage liaising with… Show more In charge of a team of 22 CSR’s (Customer Service Representatives) covering the following languages French, Dutch, German and English- supervising, coaching and motivating team members to apply pre-setted company procedures and to meet the service level agreement- completing and analyzing reports in order to strive for efficiency- providing monthly bilateral feedback in order to meet CSR’s yearly KPI’s (Key Performance Indicators)- planning the whole teams coverage liaising with Planning Department- monitoring and ensuring that CSR’s knowledge is up to date- hiring new team members-- liaising with countries back offices (via conference call) in order to analyze and fix bottlenecks Show less

Maastricht, Paesi Bassi

I have started this experience in charge of 2 projects for a total of 90 CSR’s (Customer Service Representatives) covering EMEA countries (RBS) and Netherlands (consumer products). Due to the closure of one of the projects (RBS), since February 2017 I have been entirely focused on the development of a project of 55 CSR's (mobile insurance sector). Our intention is to reach operational and quality agreed KPI’s such as Quality monitoring results and NPS. - Manages and improves the… Show more I have started this experience in charge of 2 projects for a total of 90 CSR’s (Customer Service Representatives) covering EMEA countries (RBS) and Netherlands (consumer products). Due to the closure of one of the projects (RBS), since February 2017 I have been entirely focused on the development of a project of 55 CSR's (mobile insurance sector). Our intention is to reach operational and quality agreed KPI’s such as Quality monitoring results and NPS. - Manages and improves the efficiency of operational systems and processes according to companies needs: specifically, supports better management reporting, information flow, business process and organisational planning- As a member of the Management team, plays a significant role in short and long-term strategy: works in close collaboration with HR, Finance and Head of Operations around Strategy and Budget planning - Manages the relationship with the Stakeholders within and outside the company- Invoices the Services provided- Supervises and coaches Team Leaders on a weekly basis Show less

In charge of 2 projects for a total of 50 CSR’s (Customer Service Representatives) covering EMEA countries and Netherlands

Venlo

In charge of a project of 38 CSR’s (Customer Service Representatives) covering EMEA countries

Venlo

In charge of a team of 18 CSR’s (Customer Service Representatives) covering the following markets : Italy, Spain, Portugal, France, Belgium.- supervising, coaching and motivating team members to apply pre-setted company procedures and to meet the service level agreement- completing and analyzing reports in order to strive for efficiency- providing monthly bilateral feedback in order to meet CSR’s yearly KPI’s (Key Performance Indicators)- planning the whole teams coverage… Show more In charge of a team of 18 CSR’s (Customer Service Representatives) covering the following markets : Italy, Spain, Portugal, France, Belgium.- supervising, coaching and motivating team members to apply pre-setted company procedures and to meet the service level agreement- completing and analyzing reports in order to strive for efficiency- providing monthly bilateral feedback in order to meet CSR’s yearly KPI’s (Key Performance Indicators)- planning the whole teams coverage liaising with Planning Department- monitoring and ensuring that CSR’s knowledge is up to date- hiring new team members- providing feedback on Client Satisfaction Survey and identifying action points- dealing with complex queries as escalations - liaising with countries back offices (via conference call) in order to analyze and fix bottlenecks Show less

Venlo

First contact point for trainees and CSR’s regarding procedures and processes- providing on boarding training (in English)- coaching CSR’s- implementing new procedures (liaising with Customer’s Head Office)February-March 2012: 2 months spent in Arvato Potsdam (Germany) - implementing and providing training for Italian, Danish, Finnish teams and launching Spanish market- liaising with several back offices within Customer’s Head Office in order to train CSR’s on country… Show more First contact point for trainees and CSR’s regarding procedures and processes- providing on boarding training (in English)- coaching CSR’s- implementing new procedures (liaising with Customer’s Head Office)February-March 2012: 2 months spent in Arvato Potsdam (Germany) - implementing and providing training for Italian, Danish, Finnish teams and launching Spanish market- liaising with several back offices within Customer’s Head Office in order to train CSR’s on country specifics- monitoring and providing feedback to CSR’s and results to Team Leaders Show less

Venlo

First contact point for trainees and CSR’s regarding procedures and processes - providing on boarding training (in English) and buddying- CSR’s monitoring: providing feedback (face to face) to CSR’s and results to Team Leaders- providing refresh training (based on the analysis of the results), updating procedures or implementing new processes- reporting (productivity, quality performance, etc.)- attending the calibration sessions to ensure same way of monitoring in all… Show more First contact point for trainees and CSR’s regarding procedures and processes - providing on boarding training (in English) and buddying- CSR’s monitoring: providing feedback (face to face) to CSR’s and results to Team Leaders- providing refresh training (based on the analysis of the results), updating procedures or implementing new processes- reporting (productivity, quality performance, etc.)- attending the calibration sessions to ensure same way of monitoring in all teams- communicating new procedures via email, training sessions or weekly newsletter- updating the knowledge database (Talisma) with new processesResponsible for the Arvato E-learning System (AES) within the Transaction Banking project, implementing E-learning trainings (Articulate, EKP)Client satisfaction survey: analysis of the results and action points Show less

Venlo

Main contact point for corporate Clients - analysing and handling independently financial queries received via email/phone/fax, managing the relationships with Clients- liaising with other teams and back office within the organisation of the bank using the CRM system

Lucrezia (Pu)

- main contact point for foreign markets (French, English, Spanish customers)- shopfitting, planning budget estimate and shipping- research of new markets and customers, PR

Pesaro Urbino, Italia

- Responsible for digital recording material (Franco Bucci’s products)- Elaboration of communication material - Involved in graphic design projects

Rimini, Italia

- Copy writing for several advertisements- Planning advertisements

Bachelor Degree In Communication And Media Sciences, Communication And Media Studies

Activities and Societies: Dissertation subject Public Utility of Graphics: Partnership between Massimo Dolcini and the Council of Pesaro

Certification, Upper-Intermediate French Course

Activities and Societies: Online training - July 2011 : 1 week intensive course in Caen, France

Languages Diploma, Foreign Languages And Literatures, General