Francesca Ibba Email & Phone Number

Greater Milan Metropolitan Area

My current role at AVEVA involves supervising various pillars of a large team (80+ members) organized into Support, Development, and Project Integration functions, with a strong focus on optimizing Business Processes and Performance. My main responsibilities include:Operations Coordination• Act as a liaison between business stakeholders (team management, business development, customers) to ensure clear communication and seamless collaboration.• Engage stakeholders to understand… Show more My current role at AVEVA involves supervising various pillars of a large team (80+ members) organized into Support, Development, and Project Integration functions, with a strong focus on optimizing Business Processes and Performance. My main responsibilities include:Operations Coordination• Act as a liaison between business stakeholders (team management, business development, customers) to ensure clear communication and seamless collaboration.• Engage stakeholders to understand high-level requirements, pain points, and establish strategic direction.• Oversee ongoing tasks, facilitate prioritization, track milestones, and ensure timely completion.• Identify opportunities for continuous improvement, innovation, and automation within workflows.• Address and resolve team conflicts, escalating critical issues to higher management as needed.Process Analysis and Optimization• Conduct in-depth analyses of existing business processes, workflows, and procedures to identify improvement areas.• Design, propose, and implement approved streamlined processes to enhance operational efficiency and effectiveness.• Develop, maintain, and communicate process documentation, including SOPs, flowcharts, and process maps.Performance Monitoring and Reporting• Establish KPIs and metrics to monitor the performance and effectiveness of processes and teams.• Prepare reports and presentations summarizing team performance, operational status, and improvement recommendations.• Monitor team performance against targets and provide feedback, identifying areas for improvement and recognizing achievements.Change Management• Drive organizational change by promoting a process-oriented culture and advocating for improvement initiatives.• Conduct change impact assessments and develop plans to ensure smooth transitions and minimize disruption.• Provide guidance and support to employees and stakeholders during process changes, addressing concerns and promoting buy-in. Show less

Greater Milan Metropolitan Area

Thanks to my contributions to the Global Customer Support team, my initial role as a Case Coordinator evolved into a Case Coordinator Team Leader position, expanding to include responsibilities with the R&D teams under the Premium Customer Support contract:Customer Support Team Leader• Supervise a team of Call Analysts and Case Coordinators based in North and South America, ensuring everyone understands their roles and responsibilities and that their duties are carried out to the… Show more Thanks to my contributions to the Global Customer Support team, my initial role as a Case Coordinator evolved into a Case Coordinator Team Leader position, expanding to include responsibilities with the R&D teams under the Premium Customer Support contract:Customer Support Team Leader• Supervise a team of Call Analysts and Case Coordinators based in North and South America, ensuring everyone understands their roles and responsibilities and that their duties are carried out to the highest standard (95% SLA compliance rate).• Provide onboarding, continuous mentoring, and support in cases of internal escalations.• Develop new KPIs to track and enhance the performance of individual reports.• Collaborate with other team leaders to coordinate various functions related to the Customer Global Agreement with the Support team.• Attend regular meetings with System Integrators to ensure support requests assigned to them are met according to the internal standards and review their monthly timesheet.• Establish a data governance, cross-check data quality coming from internal / external tools, and deliver new Power BI reports to customers, tailored to meet their evolving needs.• Work to find bottlenecks within the team's processes and resolve them to improve support tickets resolution time.R&D and Technical Coordination• Maintain up-to-date server documentation, coordinate server maintenance requests, and ensure resources are allocated efficiently.• Manage requests and issues related to security account creation, system access, and account documentation and cleanup.• Serve as a point of contact for customers and the internal Continuous Delivery team, coordinating software installation and version upgrade requests.• Review bug investigation requests escalated from the L2 to the L3 team, create related DevOps items, and assign them to the Continuous Integration team. Show less

Greater Milan Metropolitan Area

I started working in my current company, AVEVA, as a Technical Support Case Coordinator. My overall role was to ensure that on a day-to-day basis, AVEVA Premium and Elite customers (in particular, large multinational customers) were receiving quality, world-class technical support. This role was charged with customer care activities and focused primarily in the post-sales phase, working with the Support team and ensuring customer support requests were being addressed to meet the requirements… Show more I started working in my current company, AVEVA, as a Technical Support Case Coordinator. My overall role was to ensure that on a day-to-day basis, AVEVA Premium and Elite customers (in particular, large multinational customers) were receiving quality, world-class technical support. This role was charged with customer care activities and focused primarily in the post-sales phase, working with the Support team and ensuring customer support requests were being addressed to meet the requirements outlined in their Global Agreement. Main Accountabilities: • Work with cross-functional teams (internal and external) to ensure timely resolution of the customer's issues and requests. This involved mainly assigning support tickets to the correct assignment group and support engineer, using both the company and the customer's CRM systems (with an average volume of 8000 tickets/year).• Coordinate the support Ticket Resolution Process and SLA compliance (SLA for issues being between 1 and 5 days and with an average volume of 200 daily open tickets), with an understanding of case priorities and their potential impact to the customer. • Review and update support cases to ensure to meet the KPI's outlined in the customer support contract (improved results up to less than 3% breached tickets).• Generate reports based on customer's reported issues and provide related KPI's. • Coordinate periodic cadence meetings between the customer, the support engineers team, and support leaders to review support services and status of open issues.• Educate customer personnel on accessing support and support policies as defined by contract. Show less

Milan Area, Italy

As a Customer Service Specialist, I played a crucial role in assisting English/French/Italian/Spanish-speaking customers from all over Europe and Latin America.To ensure excellent customer relationship management at every interaction, my job responsibilities included: • Supporting customers via phone calls and emails.• Providing information and solutions to customers.• Promoting the products and services of the company.• Documenting all operations and customer data in… Show more As a Customer Service Specialist, I played a crucial role in assisting English/French/Italian/Spanish-speaking customers from all over Europe and Latin America.To ensure excellent customer relationship management at every interaction, my job responsibilities included: • Supporting customers via phone calls and emails.• Providing information and solutions to customers.• Promoting the products and services of the company.• Documenting all operations and customer data in the company’s database, according to the work procedures.• Ensuring the compliance with company regulations on Data Protection and Information Security.By the end of my experience at Arvato, I obtained excellent results by always complying to the company’s required SLAs and grew up in the role by taking care of escalations. Show less

Genoa Area, Italy

After finishing my studies at APU, I joined my family's business (a restaurant of 25+ employees) and took care of high-responsibility Business Development and People Management tasks as the Assistant Manager.First, I was responsible for maintaining good relationships with customers and other stakeholders and I collaborated with marketing agents in activities that could boost sales and promote the company’s business, values and mission. Here some of my main contributions:•… Show more After finishing my studies at APU, I joined my family's business (a restaurant of 25+ employees) and took care of high-responsibility Business Development and People Management tasks as the Assistant Manager.First, I was responsible for maintaining good relationships with customers and other stakeholders and I collaborated with marketing agents in activities that could boost sales and promote the company’s business, values and mission. Here some of my main contributions:• Business Plan and Documentation: prepared information for the company's social media managers, provided external collaborators with detailed reports about the company's activities, drafted the 2017 and 2018 business plans.• Customer relations: responded to information requests, welcomed customers, managed complaints.• Events planning: supervised several community-centered events, private events, conferences. • Marketing: Assisted the marketing agent in evaluating advertising programs and supporting the implementation of PR strategies; during my period of activity the company formulated its social media plan, with the development of its Facebook page and the launch of an Instagram page. In addition, I was also in charge of most people management-related tasks:• Prepared and developed the recruitment process by writing job descriptions, connecting with local job agencies, selecting CVs, managing correspondence with candidates.• Managed the onboarding for newly hired staff by reviewing the company’s policies and organizing training or mentorship.• Coordinated employees' working hours, rotation schedules, holiday leaves. • Uploaded documentation to employee records (staff contact lists, monthly pay slips, holiday requests) and collaborated with the employment consultant for HR-related paperwork, e.g. contracts, permits to stay (in case of non-EU workers), termination documentation.• Acted as a point of contact for the company’s legal representative and syndicates in case of litigation. Show less

Japan

During my time in Japan, I served as a project facilitator for LbE Japan, an organization focused on fostering global awareness among Japanese students of all ages through cultural exchange activities and English language instruction. I contributed to these initiatives by delivering multiple presentations on Italy, highlighting cultural differences and similarities with Japan and other countries. Additionally, I led seminars on the significance of global-mindedness and multiculturalism,… Show more During my time in Japan, I served as a project facilitator for LbE Japan, an organization focused on fostering global awareness among Japanese students of all ages through cultural exchange activities and English language instruction. I contributed to these initiatives by delivering multiple presentations on Italy, highlighting cultural differences and similarities with Japan and other countries. Additionally, I led seminars on the significance of global-mindedness and multiculturalism, promoting a more inclusive and informed perspective among participants. Show less

Beppu, Oita, Japan

I worked as a part-time Teaching Assistant for Spanish Language courses at Ritsumeikan Asia Pacific University. My responsibilities included assisting in lesson planning, providing academic support to students, and facilitating language acquisition through interactive classroom activities.

Milan, Lombardy, Italy

I began my role at IES Abroad as a Resident Assistant, where I was responsible for managing a group of U.S. students and overseeing their accommodation. I successfully handled crises within the group, serving as a reliable point of contact for students, particularly in emergency situations and policy enforcement. After a few months, I transitioned to the role of Intern, where I managed the main desk, supported daily administrative tasks, coordinated Resident Assistants' rotational… Show more I began my role at IES Abroad as a Resident Assistant, where I was responsible for managing a group of U.S. students and overseeing their accommodation. I successfully handled crises within the group, serving as a reliable point of contact for students, particularly in emergency situations and policy enforcement. After a few months, I transitioned to the role of Intern, where I managed the main desk, supported daily administrative tasks, coordinated Resident Assistants' rotational shifts, and organized various events and activities for students. Additionally, I provided specialized support in navigating Italian bureaucracy, ensuring a smooth experience for students during their stay. Show less

London Area, United Kingdom

Working at Gordon Ramsay at Claridge's offered me the opportunity to immerse myself in a highly professional and internationally diverse environment. In my role as Assistant Sommelier, I thrived in a fast-paced setting, collaborating with a global team of colleagues and managers. This experience not only honed my ability to manage demanding workloads but also provided me with the invaluable opportunity to serve high-profile clients, further developing my expertise in customer service… Show more Working at Gordon Ramsay at Claridge's offered me the opportunity to immerse myself in a highly professional and internationally diverse environment. In my role as Assistant Sommelier, I thrived in a fast-paced setting, collaborating with a global team of colleagues and managers. This experience not only honed my ability to manage demanding workloads but also provided me with the invaluable opportunity to serve high-profile clients, further developing my expertise in customer service and fine dining. Show less

Bachelor’S Degree, Business Administration, Management And Operations

Activities and Societies: Korean Language Circle ("co-Korea"). French Language Circle. I won a scholarship to study Business.

Master'S Degree, Foreign Languages, 110/110 Cum Laude

Activities and Societies: Chinese Language Courses at Istituto Confucio of Milan, Italy (Pre-elementary to elementary level). Member.

Exchange Program, Lea (Langues Etrangères Appliquées)

Bachelor'S Degree, Foreign Languages And Economics, 110/110 Cum Laude