Developing and sustaining solid relationships with key clients that bring in the most income for the company.Acting as the main point of contact between key clients and internal teams.Developing a thorough understanding of key clients' needs and requirements and preparing customized solutions.Addressing and resolving key clients’ complaints.

Master planning management of Corporate Integrations (e.g. Flutter)Definition of Customer Satisfaction strategy, objectives, KPIs for continuous monitoring and actions to improve the customer satisfaction throughout all the touch points of the customer journeyManagement and coordination of resources, ensuring governance in order to identify best practices and pain points within the interaction between the customer and SisalPeriodical interaction with Top Management for… Show more Master planning management of Corporate Integrations (e.g. Flutter)Definition of Customer Satisfaction strategy, objectives, KPIs for continuous monitoring and actions to improve the customer satisfaction throughout all the touch points of the customer journeyManagement and coordination of resources, ensuring governance in order to identify best practices and pain points within the interaction between the customer and SisalPeriodical interaction with Top Management for Customer Satistfaction Strategy continuous improvement Show less

Direct contribution in developing the VoC Programme in Sisal, acting as coordinator for all phases of the project Constant interaction with product management resources through the coordination of Voice of Customer activities and findings, leveraging visibility to create efficiency in the VoC processTranslation of quantitative findings into practical data insights through the interpretation of data, trends, and other sourcesRealtionship Management with the provider of… Show more Direct contribution in developing the VoC Programme in Sisal, acting as coordinator for all phases of the project Constant interaction with product management resources through the coordination of Voice of Customer activities and findings, leveraging visibility to create efficiency in the VoC processTranslation of quantitative findings into practical data insights through the interpretation of data, trends, and other sourcesRealtionship Management with the provider of the Voc Medallia platform for the definition of all preparatory activities for the development of an excellent feedback collection systemDefinition of KPIs relating to Customer Satisfaction and related monitoring Show less

Industry: Power & Utilities Customer Care Transformation Strategy-Customer processes design and transformation to sustain customer journey maximization and optimization.-Customer centricity strategy definition and supporting requirements design.Industry: Media & EntertrainmentDigital Customer Experience Evolution-Project management for product launch activities, implementing the digital experience related with the customer journey in the Self Care area of the company… Show more Industry: Power & Utilities Customer Care Transformation Strategy-Customer processes design and transformation to sustain customer journey maximization and optimization.-Customer centricity strategy definition and supporting requirements design.Industry: Media & EntertrainmentDigital Customer Experience Evolution-Project management for product launch activities, implementing the digital experience related with the customer journey in the Self Care area of the company website. The product will allow the company to enter into a new industry sector.-Coordination of UX/UI designers team to fulfil business requirements providing the best customer experience. Show less

Advisory - Strategy & OperationsMain projects: Industry: TelecommunicationsBusiness Case Development and Scenario Modelling - Customer Operations• Support the chief project officer by market assessment and business case analysis in order to evaluate the strategic launch of the project and business unit set up. • Cost and revenues structure definition with full business case; Contact Center transformation options longlist identification and scenarios… Show more Advisory - Strategy & OperationsMain projects: Industry: TelecommunicationsBusiness Case Development and Scenario Modelling - Customer Operations• Support the chief project officer by market assessment and business case analysis in order to evaluate the strategic launch of the project and business unit set up. • Cost and revenues structure definition with full business case; Contact Center transformation options longlist identification and scenarios evaluation.Industry: Media & EntertrainmentRetention Analytics Transformation• Support for selection of quick win and hard win use cases, assessment of as-is current analytics model, benchmark, gap analysis and strategy mapping for to-be analytics model. • Business case definition, design and activation of to-be analytics operating model, support for roll-out and implementation of new model.Industry: Financial ServicesCustomer Care Transformation Strategy• Assessment for inhouse and partners in terms of organization and labour impact management, processes, technology and operational KPIs; benchmark of leading performance /productivity indicators with peer and comparable players.• Definition of new operating model on in-house factory and outsourcers; definition of routing strategy accordingly per segment; definition of caring model per segment objectives to maximize self help/automation; to-be sourcing strategy identification. Show less

• Coordination of the kitchen and the dining room activities. • Assistance of the Restaurant Manager in his everyday work.

• Management of the production in relation to orders of the clients active in the sportswear manufacture (Chervò, Vuarnet and Alinghi) and luxury clothes manufacture (Max Mara, Prada and Moncler). • Accounting and internal database organization. • Periodic verification of the production line’s timings in relation to the dispatched and invoiced orders.

• Inventory activities. • Accounting and internal database organization. • Warehouse management.