Francesco Ricciardi Email & Phone Number

Milan, It

Milan

Milan, Italy

Milan Area, Italy

Analysis of the process focusing on innovation and customers satisfactionLeading the change management, promoting a strategic repositioning of the Contact Center within the value chain (e.g.: Cantieri 2018)Experimenting new ways to engagement and valorize the people (e.g.: Contest 2019)Redesign the process and procedures to eliminate/reduce the low added value activities Working on performances and trends: monitor, control, analysis and sharingPlan the people capabilities/availability to ensure the service continuityTo maintain and handle the transformation/evolution of Telco and IT assetsCollect the Claims Area Customers’ needs (as internal and external customers)Defining action and remedy plans to respond at the operative issues Doing an internal audit in service quality issuesDoing the training provision (technical, soft skill and change management)Managing and animate the Contact Center Online Community Security Management

Milan Area, Italy

Process analysis using innovative methodologies (Agile, Design Thinking, Lean Six Sigma, STARTED, etc)Innovation and digital transformation (e.g.: Paperless Project)Create new digital tools to speed up and facilitate the interaction between stakeholders of the value chainProcesses redesign and optimization to eliminate the low added value activitiesProgram and Project ManagementChange Management Focal point to collect the Claims Area Customers’ needs (internal and external customers)Collection and sharing the best practices Collection and sharing the performances, the activities and the projects within the Claims AreaRedesign the Claims CommunityCreate a new editorial plan, engaging the people to animate the Community Create new interaction channels between the population of the Claims AreaAmbassador of language simplificationTraining on all the previous tasks

Jakarta, Indonesia

Promote a mutual contamination and enrichment through a sharing experiences approachAccelerate the Digital Innovation: creation of new operational and management process; promote the adoption of new tools suitable to use OCR and AI technologies; implement a new Document Management System; help the team to validate the target solution; contacts the Vendors to create some PoCs.Support for Project Management: assessment of the as-is organization (methods, tools, staffing, etc.); definition of new project management process and procedures; training about new operating methodologies; propose some new tools/web platform to manage the projects and share info/documents.Focus about the Customer Care: assessment of the as-is organization (systems, process and operating procedures); sharing experiences and best practices; identification of the pain points and the opportunities of improvement; training on some methodologies to understand and to achieve the customers’ needsImplementation of some Group Projects: matching the Group needs with the local specificity; develop, adopt or create the relative tools (e.g.: FastBoard and Fraud Panel)Enable the starting of the Closed and Open Files Review

Milan Area, Italy

Process analysis using innovative methodologies (Agile, Design Thinking, Lean Six Sigma, STARTED, etc)Innovation and digital transformation (e.g.: Paperless Project)Create new digital tools to speed up and facilitate the interaction between stakeholders of the value chainProcesses redesign and optimization to eliminate the low added value activitiesProgram and Project ManagementChange Management Focal point to collect the Claims Area Customers’ needs (internal and external customers)Collection and sharing the best practices Collection and sharing the performances, the activities and the projects within the Claims AreaRedesign the Claims CommunityCreate a new editorial plan, engaging the people to animate the Community Create new interaction channels between the population of the Claims AreaAmbassador of language simplificationTraining on all the previous tasks

Milan Area, Italy

Planning, organization and coordination of the Project activities and the Navigators Team.Analysis, consultancy and training to the Claims Offices and other Unites to promote a continuos improving approach.Promote the achievement of objectives, increasing performances through the rationalization of processes, eliminating the low added value activities.

Naples Area, Italy

Performance monitoring and analysis Creation of new tools for to monitoring performance and trends, providing the relative training Operational and transversal support to the Claims OfficesOrganization and prioritization of activities to achieve the business goalsCoordination of the working groups composed by external partners and Claims HandlersCollection and sharing best practices

Italy

Analysis, consultancy and training to the Claims Offices and other Unites to promote a continuos improving approach.Promote the achievement of objectives, increasing performances through the rationalization of processes, eliminating the low added value activities

Naples Area, Italy

Preliminary investigation of the claimsPaymentsFocal point for Fraud ActivitiesArbitration PromotionRelations with the public and with the external partners (lawyers, bodyshop, experts, medical experts, etc)

Salerno Area, Italy

Writing an internal regulations regarding the Company's recruitment rules and a review of the procedures to awarding contracts and services.Consulting about organization, improvements of internal processes to increase the performances.Training about security issues.

Italy

Conciliations and Mediations about consumer protection.

Naples Area, Italy

Support to the Court.Direct participation in the judicial activities of the Administrative Court.

Naples Area, Italy

Consulting to optimize the internal organization (processes, activities, organization) of the lawyers and accountants’ offices.Training about Microsoft Office Suite and specific Management Software .

Naples Area, Italy

Lawer and Head of Quality Control and Innovation of the processesRiorganization of the activities Digital transformationProcesses Analysis to eliminate waste time and improve performances

Executive Master In Insurance & Finance, Business

Activities and Societies: Management Development, Finance, Value Based Management, Risk Management, Strategic Management, Organization.

Global Leadership Program, Organizational Leadership

Activities and Societies: Leadership, Teamworking, Coaching, Leading Change, Fair Process, Global and International MindsetLeading People.

Mediator

Professional Conciliator In The Corporate Area

Master Degree In Law, Specialization In Administrative Law, 107/110

Lawyer, Qualified

Abilitazione all'esercizio della professione forense

Lean Six Sigma Master Black Belt, International Course About "Lean Six Sigma" Methodology, Certified Lean Six Sigma Master Black Belt