Luca Faedda Email & Phone Number

Sardegna, Italia

Manage a Team of 10 to 15 Specialists across Italy, UK and US in charge of staffing and service levels, key performance indicators, individual performance and professional development, Customers’ feedback, contacts workflow and Team’s project management.Leading direct reports to resolve complex customer issues that have been escalated to the Amazon CEO, Senior VPs, or Directors plus Public Relations and/or Legal issues received from various organizations and departments, while ensuring 90%+ compliance to standard operating procedures and company policies. Identifying systemic issues and related opportunities of process improvement/long term mechanisms, driving defect elimination to prevent future occurrences while being the highest escalation point at Country level for the wider Logistics and Customer Service Network. Supervising the assessment of accounts flagged due to concessions abuse, inappropriate or offensive activity. Dive deep into and analyze the root cause of customer pain points and partner with Amazon business teams for mutually beneficial resolutions that will impact the broader customer base, by creating and documenting new processes.Work cross-functionally throughout the Amazon organization, on both internal and external customers’ requests, by providing quantitative and qualitative information, properly adjusting communication style to the audience and building partnerships with key stakeholder groups, businesses and Leaders.

Italy

Resolve complex customer issues that have been escalated to the Amazon CEO, Senior VPs, or Directors plus public relation or legal issues received from various organizations and departments, while identifying systemic issues and related opportunities of process improvement/long term mechanisms to prevent a future occurrence.Work cross-functionally throughout the Amazon organization, on both internal and external customers requests, by properly adjusting communication style to the audience and building partnerships with key stakeholder groups, businesses and leaders.Dive deep into and analyze the root cause of customer pain points and partner with Amazon business teams for mutually beneficial resolutions that will impact the broader customer base, by creating and documenting new processesAssess customer accounts flagged due to concessions abuse, inappropriate or offensive activity. Leveraging escalated matters to repair systemic issues and create an ongoing environment of process improvement.

Cagliari Area, Italy

Lead and motivate up to 50 directs through recurrent 1:1’s, behavioral andcustomer‐handling coaching, mentoring sessions and individual development plans.Identify the proper motivational levers in order to engage SDS associates towardAmazon vision and culture. Manage team’s performance, trending KPIs and providingclear guidance in order to meet and exceed the customer satisfaction goals.Coordinate and execute large events involving mid to high level Stakeholders.Conflict resolution bringing increased understanding of mutual goals, showprofessional attitude and focus on the need to work together to solve communicationproblems in the workplace.Identify and effectively escalate systemic issues targeting a quick and thoroughresolution.Drive operational excellence through deep dive data analytics, root cause analysisand action plans’ implementation. Participate in eu-wide customer experienceimprovement projects and initiatives.Support the recruiting of CSAs, ensuring that Amazon’s high hiring bar is met.Review payroll inputs ensuring schedule adherence and workflow accuracy.

Cagliari Area, Italy

Manage the Amazon.it's official social media profiles, monitor answers and respond to posts according to the Moderation Guidelines, escalate impacting issues to relevant departments, identify and analyze issues, patterns and trends in customer requests.

Cagliari Area, Italy

Support customer service associates (CSAs) with policy or process questions, maintaining a high level of knowledge in order to provide support for live contacts and taking escalated problem and concession calls. Resolution specialists are action-orientated, flexible problem-solvers with excellent research skills and demonstrate Customer Obsession and Ownership on every contact. Specialties: Retail, English, Prime Now, Amazon Logistics, Amazon Pay. Main Activities and ResponsabilitiesSupport CS Associates in handling the customers contacts, working with the team in order to solve the most complex cases. Help colleagues with Policies and Procedures by maintaining a high level of knowledge with a positive work Ethic.Identify and effectively escalate systemic issues targeting a quick and thorough resolution. Proactive approach in every contact handling, with a constant focus on Customer needs,underlining significant details in the information received.Analyze Metrics, Policies and CS handled contacts in order to recognize process improvement areas. Contribute to small and midsize projects, with a particular focus on Customer Effort Reduction, Automation and Resources Optimization.Provide Colleagues with individual Feedbacks and Coaching. Take part in small training sessions, delivering concise and accurate communication. Mentor CSAs in order to develop individual skills and performance, acting as a Role Model and Consultant with effective listening skills.Conflict resolution bringing increased understanding of mutual goals, show professional attitude and focus on the need to work together to solve communication problems in the workplace. As Supervisor, handle customer claims taking appropriate action to move most difficult cases toward resolution through mediation and excellent oral/written communication skills, ensuring that policies and internal guidelines were met.

Cagliari Area, Italy

Customer Service AssociateSpecialties: Affiliates Program, Retail English, Prime Now, Amazon Logistics, Kaizen Team RappresentativeAs Retail Customer Service Associate: determine and prioritize Customer needs, approaching problems with a long-term focus, always offering an instant and satisfying solution to our Customers. As Affiliates Associate: identify new partnership opportunities, communicate effectively with Affiliate Corporate Departments and the head of Associates Program Marketing for IT and ES for a total of 35 regular calls in 2 Years as CS POC, Collect feedbacks in order to improve procedures, policies and blurbs. Managed a Transition project from an IT centered CS site in Cagliari to a multilingual Team based in Sofia for a total of 78 Knowledge Materials and SOPs. As Kaizen Team Representative analyse CSAs Gemba Ideas identifying any feasible improvement opportunity, starting from Customer Needs and Working Backwards with a strong data-driven approach. VOC to CTQs analysis for a total of 19 Agent escalated issues. Proposed, obtained and took part in a Kaizen Event on WMS on time contacts.

Milan Area, Italy