Mission for the implementation and delivery of e-commerce strategies, revampof online stores focused on the optimization of sales results, achieving a +69 %margin YOY. Management of relationships with carriers and handling ofinternational trading of commodities and associated transactions.

Creation and delivery of trainings regarding Customer Service, CRMs,and Customer Databases.

Shape and deployment of programs focused on removing waste in existing processes and aiming to spread continuous improvement approach within the Customer Service population across different countries and regions of the Amazon network. Responsible for the review, creation and implementation of new processes while also validating and sustaining the results. Lean, Six-Sigma, Kaizen, Gemba and Statistical analysis were the main tools used to identify the proper business areas toimprove according to the Customer Service WW leadership. Training of the entire site population (ca. 1,000 employees) on root cause analysis,process improvements, Kaizen and Gemba activities. Previously Team Manager, Team Leader for Retail, Digital and Invoicing teams.

Team Leader for Kindle Digital teams, overseeing the team performances, auditing processes, deliverying hard/soft skills coaching sessions and handling of customers escalations.

Management of the company streaming platform consisting of 12 servers(Windows + Linux) + NAS + Firewall + VPN delivering the service tointernational customers like Sky, Nascar Racing, H3G Italy. Second level support for business customers and responsible of the integration with the customers’ network.

Customer Service site IT Manager, with a network consisting of 300+ desks, 20 servers (Windows + Linux), Nortel Meridian and Avaya phone servers, Firewall, VPN).Previously HP Team Manager, Dell Technical Support Team Leader, Dell support technician.

DSL and Dial-Up subscription sales and administrative support as outsourcer for Telecom Italia Network. Technical support, handlingconnectivy troubleshooting and customer excalations.