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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.

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.
• 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.
• Documenting all operations and customer data in the company’s database, according to the work procedures.

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.
• … 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.
• 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.
• 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.

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.

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.

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.

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 of.

Exchange Program, Lea (Langues Etrangères Appliquées)

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