Monica Costanzo Email and Phone Number
Transformation and continuous adaptation are definitions with which I feel very comfortable, in my journey I have had to adapt my skills and knowledge in each position and challenge I encountered.With many years of experience in leadership and customer experience, 15 years of expertise in process improvement and business transformation improvement through data analysis and technological innovation. Learning the value of customer centricity and the importance of listening to people and translating any message or idea into a real project, I have led numerous initiatives across IT and customer service, focusing on team development, culture change, and continuous improvement. My experience includes building strategic frameworks and implementing agile practices to enhance both operational efficiency and customer satisfaction, consistently driving excellence in service delivery. Recognized for a people-centered approach, I have successfully developed and led high-performing teams, aligning them with business goals and fostering a culture of collaboration and innovation.Focused on the empowerment of people, the creation of synergies and safe environments to give space for creativity, continuous improvement and the building of high performance teams.With applied knowledge in:PMP PMO FrameworkLeadership and management 3.0 - Organizational change management.Agile methodologiesLean change managementKanbanScrumOrganizational designI help people and companies to reach step by step their goal of adaptation in this constantly changing world.
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Governance Manager TrasformationCodereBarcelona, Ct, Es
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Delivery ManagerCodere Nov 2024 - PresentSpainResponsible for driving Agile processes and establishing a comprehensive PMO Framework from the ground up. My role involves creating and implementing strategies that enhance project delivery and ensure alignment with business objectives. I oversee the release management process and helping the release manager. My focus is on fostering a culture of continuous improvement and collaboration across teams to achieve successful project outcomes.
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Agile Coach - Scrum MasterAtmira Oct 2022 - PresentSpainAccompanying teams of an important client in their transformation towards agility. Collaborating with the growth of the company and its internal transformation, facilitating dynamics and events to contribute to the new business Ecosystem. -
Scrum Master - Agile CoachFloraqueen Jan 2021 - Sep 2022BarcelonaStarting with the reorganization of the IT department workflow, introducing Scrum as a methodology, achieving a self-organized department and bringing value to each ongoing project.Helping the team to solve their daily challenges and blockages, facilitating meetings, guiding the Product managers and teaching them to work with new methodologies and tools such as Jira and Confluence.Helping the company in the cultural and organizational reshaping through the application, methodology and tools such as Lean Chenage management, Kanban, Jira and many more.Accompanying the company towards its transformation to a fully streamlined digital enterprise. -
Squad Leader Of Cx And Floristcare DepartmentFloraqueen Apr 2020 - Dec 2020BarcelonaReorganization of the customer service and floristcare department.Improvement of communication with customers and florists, Restructure of internal processes achieving a high performance department with total focus on the customer by implementing agile methodologies within the team, such as periodic retrospectives, ideation meetings to improve the customer experience using the feedback that the team collects daily.Enhancement of the Customer Experience through automation of processes and tools.
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Customer Service ManagerMr.Wonderful Mar 2019 - Feb 2020BarcelonaRestructure and improvement of the customer service department, improving communication with customers and the process flows of incident resolution, trying to give more decisional autonomy to the customer service agents.Working on multichannel service, unifying processes also with the retail part, participating in the opening of the first own store in Madrid.Forming the team with a management 3.0 base and promoting customer centricity within the company.Working as owner of customer experience projects with traditional methodologies. -
Customer Service Sepcialist And ConciergeAxa Jul 2016 - Feb 2019BarcelonaCoordination of the departments serving Italy and Spain. Travel medical assistance for VIP clients of credit card insurances such as Amex or Mastercard.Concierge service with account manager mansions.Achieving always excellent customer service levels and reaching more and more challenging goals to keep our customers' satisfaction. -
Customer Service Supervisor B2C - B2BBlissbooker Oct 2015 - Jul 2016BarcelonaCustomer service department restructuring (B2C - B2B).Definition of KPIs and team objectives. Agent building.Learning team management through objectives and KPIs in a highly challenging startup environment.Achieving a stable team with optimal results every month, contributing to the construction of the company.
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Sales Team AgentColdwell Banker Jun 2013 - Sep 2015RomeCoordination of the sales team of one of the Rome branches of the real estate agency.Creation of objectives and monitoring of their achievement by the team.Building sales techniques for new agents and onboarding.
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Community Manager - Customer Service SpecialistPrivalia Feb 2009 - Feb 2013BarcelonaStarting as a customer service agent in 6 months I became the customer service coordinator. Taking the first steps into the world of leadership learning how to guide people in their work and how to use data as an ally to achieve improvements for the customer and the department.Trained in Community management, I moved on to lead the customer service in social media team.Participating in the outsourcing of the department giving building to new agents.I remained within the company as a liaison between the customer service and social media departments and the outsourcing company.Learning data management, excel and reports and the use of KPIs and services by objectives. -
Credit And Risk AnalystCitibank Jun 2005 - Oct 2008BarcelonaAnalysis of fraud patterns related to the use of credit cards. Detection of possible frauds. Credit control and prevention of abuses against the bank and/or related to money laundering and criminal associations.The last 6 months in the department I helped with the migration of the department in Slovenia, as a support to Diners Club Slovenija, where the department was outsourced: supervision of general operations; Selection, building and evaluation of the staff.
Monica Costanzo Education Details
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Pmp Certification -
Project Management With Agile Methodologies -
AercoSocial Media
Frequently Asked Questions about Monica Costanzo
What company does Monica Costanzo work for?
Monica Costanzo works for Codere
What is Monica Costanzo's role at the current company?
Monica Costanzo's current role is Governance Manager Trasformation.
What schools did Monica Costanzo attend?
Monica Costanzo attended Eigp, Escuela Internacional De Gestión De Proyectos, Iebs Business School, Aerco.
Who are Monica Costanzo's colleagues?
Monica Costanzo's colleagues are Yanet Aguirre Castellanos, Cristian Valenzuela, Antonio Zafra Jiménez, Simone Cicetti, Carmen Fernández Rodríguez, Claudia Villafañe, David Heredia.
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1enaip.piemonte.it -
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