Francesca Clemente Email & Phone Number

the position reports to the Managing DirectorLocation: Milan - Turin Tasks and accountabilities: implement the mission of the Function, within internal and external Clients.Define operation and organization model within the FunctionManage budget of costs of the Function.Ensure service results of inbound contacts from the company's different sales channels.Ensure policies issue within specific service levels as far as motor products are concerned.Activate customer satisfaction surveys.Handle and prevent customers' complaints from happening.Manage relationship with external service providers (outsourcers) as far as contract, prices, service level agreements and new services to be launched are concerned.Rule service reports and start corrective actions (process re-engineering, training, etcc) to keep service standards within the promise made to Clients.Contribute- in agreement with the commercial Function - to the final Company turnover, by developing up-selling and cross-selling initiatives.Coordinate, motivate and develop the human resources working in the Function.January 2003, July 2010: Insurance business - Genialloyd S.p.A. - Allianz Group - Milan

Define and ensure the development and implementation of the organisational model of the Company (abt 800 people, 12 different nationalities), in compliance with the business strategies.Support Line Functions with their business choices.Facilitate change management.Manage personnel costs.Apply methods for the evaluation of management performance. Look after the administration process of pay slip preparation.Cooperate with the Headquarters in Turin (Fiat Auto) as far as Union relationships were concerned.Ensure recruiting-selection-training processes.

The whole time in Dhl was spent within the Customer Service Area: started (still University student) as call center advisor, played the role of "trainer" after about two years and - in 1994 - became the Italian DHL representative in an international project, target of which was to replace the customer service system application across all Europe. Worked in London for about 18 months. On my return, beginning of 1997, I was appointed Manager of the Unit in charge of keeping contact with the DHL network (300 Countries in the world). The Unit counted about 70 people. In 1999 was assigned the role of Milan Call Center Manager (abt 220 people).Accountabilities in the last role: guarantee service result of the front and back line Units. Manage budget of costs, including budget of complaints.Coordinate, motivate and develop people within the Call Center.Before 1990, I had jobs mainly in Japanese Companies as an assistant of the Japanese General Manager.From 1984 until 1990 I used to go to Japan several times in a year, taking Italian Customers/Suppliers to pay a visit to the Company Headquarter.