As a Business Partner for two high-volume applications, I lead the technical support team to ensure seamless operations and exceptional user experience. My responsibilities include:Organizing Training and Community Meetings: I coordinate and facilitate comprehensive training sessions and community meetings for stakeholders to enhance their understanding and usage of the applications.Creating and Updating Training Materials: I develop, maintain, and update training materials and documentation tailored to various user groups, ensuring clarity and accessibility.Development and Implementation: I play a key role in the development and implementation of new releases. This involves rigorous platform testing, identifying and reporting bugs, and proposing enhancements to improve functionality and user satisfaction.Ticket Management: I manage all aspects of ticketing, including incidents, requests, improvements, and problems, ensuring adherence to established performance indicators and process-level guidelines.Technical Problem Solving: I resolve technical issues and follow systematic steps to address specific incidents, ensuring timely and effective solutions.Trend Analysis and Reporting: I analyze ticket trends and communicate insights to senior management, facilitating informed decision-making and improved activity management.My role is pivotal in bridging the gap between technical support and stakeholder needs, driving continuous improvement and delivering high-quality service.

Management of tickets (Incidents/ Requests/ Improvement/ problems) according to the performance indicators established at process level.Solving the problems of a technical nature and following the steps for dealing with specific incidents reported at the level of process. Identification of the general trend manifested at the level of tickets and communication of the results to the superiors for better management of the activity.

Identifying and documenting emerging issues; helping front line agents with product knowledge, policies and tools; taking over manager requests, keeping the invalid escalations within target; communicating with the service center to fulfil customer satisfaction on the most demanding service scenarios.

Assisting Italian customers with technical and billing concerns via phone and email, providing solutions and advice for solving customers problems. Logging the performed operations in the company database.

preparing invoices, servicing existing accounts obtaining orders and establishing new accounts by planning and organising daily work schedule on existing or potential customers , taking orders, preparing deliveries, maintaining records on area and customers sales.

Billing; bank accounting; recording and controlling accounting records; bookkeeping; operating instalments for Credex and EFG,