Sales: budget, incentive plan, people motivationAfter Sales: Service Level Agreement, BackofficeBPO/Outsourcing ManagementClaims ManagementCustomer Care: second level Customer Management and Malus Campaign (derubricazioni sinistri)Email: SLA, template, brandSocial: Social Customer Care Claims Management: Claims Opening and Backoffice Sales Network: Management of “Agenti/Broker” selling Linear ProductsAssumption Quality: Risk controlFraud DetectionComplaints ManagementCampaign Management: Teleselling and Servicing OutboundRPA: creation of Automatic Bot for docs and payment managementA.I.: ChatBot with Natural Language AnalysisChange Management: organization evolving (HR/Relazioni Sindacali)Leading BPO PartnerPeople ManagementTraning&QualityPlanning&Control

Large vertical projects: Customer Service Start Up (Apple, Ebay, Technogym etc.)Industrial Relations and Go to Market: Sell offering to Prospect (BtoB)P & L: Creation of Business Case to compete on the market during a tenderTurnover and Revenues: Economics control CRM: SalesForce for BtoB Analytics. Selling of Analytics tool to the marketSocial Customer Care and engagement: Building of Social Customer Care Model and Digital Marketing CampaignBuzz monitoring: Social listening Digital Multichannel Strategy: propose a new digital customer care model to the Companies

Operating CRM : - Distribution model strategy and vision - Methods and Technologies- Tender operational tools Suppliers- Creation and automation of contact processesAnalytical CRM: - Customer Base Clustering, Demographic and Propension Analysis- Marketing and “De-Marketing” ADV campaigns- Customer Service Index / NPS- Up and XSell intelligence- Behavioral and sales KPIs, ROI and Lifetime Value- GeoMarketing for new openings and GEO- referenced ADV investiments Collaborative CRM: - Delivery Model (Digital Omnichannel)- Creation of new contact channels (videochat, whatsapp, wechat, IMO, Forum, Blog, Email, Sms, Purchase process Tracking)- Click to Call and Click to Chat for Conversion Rate digital area- Organization of the phone contact channel of first and second level (In and Outbound, Tickets/Complaints, “Remote Advisor” Model)- OnBoarding processes of Prospect clients- Social engagement and buzz monitoring, Co-Marketing and Loyalty, Lead Generation Campaings- Events (e.g. Fiera degli Sposi)- New Routing model "priority value" and improving service levels- Industrial and Labor Relations Management- Tender for outsourcing of processes and volumes

- Customer Relationship Management- Customer Intelligence- Social Customer Care- Web Community- Campaign Plan- Churn prevention- Customer Journey- DEM, In/Outbox, Click to Call- Web Strategy and activities- Lifecycle management- Content Management, Placement Intelligence- Customer Insights- Social Engagement, Crowdsourcing- NPS, CSI, KPI, Web analytics- Contact Center leading for Acquisition and Servicing- Product Budget: Current account, Time Deposit, Mortgages, B2B (Time Deposit for Business), Investments (Securities and Cash Accounts), Insurances (CPI and Individuals on death case, injury etc.)- Service Level agreements, IVR efficiency (automatic responder) - Cross / up selling, Retention and churn prevention- Campaign Management (Follow-up and value campaigns)- Quality control (Investigations and Balanced Scorecard)- People Management (recruitment, growth, development, engagement)- Project and Process Management (test and Roll Out)- Outsource: MutuiOnline Managing (MOL SpA – CA Group), Contacta (TO) and Numero Blu (MI)- Customer Care and handling complaints- Partnership with Azimut Holding Spa (listed company) responsible- Management Agreements Broker On Line: Mutui.it, Money360.it, Mutuisupermarket.it, Simutuo, Supermoney, Genertellife- Created the whole new concept of CheBanca! (Business plan, marketing plan, etc.)- Responsible for branch managers and Trade Marketing (malls), Recruitment and Training- Cross/Up Selling and Retention , Sales and Customer Satisfaction- Clients and Prospect Customers quality, Mystery Call/Shopping- Identified and selected the first branches in Italy (real estate)- Design of business process flows and stress test of Customer Experience

- Responsible of Contact Center Mutuo Arancio for Acquisitions and Customer Service, phone channel, email, automatic responder and service levels (SLA)- Cross/Up Selling and Retention mortgage portability- Management of telephone campaigns, DEM and other channels- Quality control- People Management (growth and development, shifts, management coaching)- Strategic project: Insourcing of the acquisition process, Test and Roll Out- Responsible for various efficiency projects and worldwide commercial effectiveness- Outsource Management and suppliers, customer care and complaints handling- International Project Management Knowledge Sharing (Canada, Germany, France, England, Australia, the Netherlands)

- Basel Agreement- Analysis and control of Market Risk, Country and Credit- Treasury investment management- Real Time Portfolio monitoring- Value and Capital at Risk calculation (VAR e CAR)- Analysis of financial statements in order to entrust the counterparties (Morgan Stanley, Citigroup ecc.)- Real time monitoring with con Bloomberg e Reuters- Development of official website www.bancamediolanum.it- Maintenance- Restyling- Sponsorship & Communications Content Management with CMS (content management system)- Start Up Internet Banking & Trading On Line- Staff management - Coaching- Head of Sales and Service- Trading on line, Internet Banking, Insurance, Mortgage, Mutual Funds- Management of Road show with the best Italian stock exchange trader: Achille Capecce