Matteo Testa Email and Phone Number

• Coordination and supervision of the international customer service processes • Drafting and improvement of procedures and international client pathways• Continuous improvement strategy, action plans and monitoring (collaboration with local experts, international offices and internal departments)• International process formalisation: 
implementation of new delivery and return processes 
Process formalisation (quick wins, crisis 
management)• New framework for internal / external customer service transfers• Self-care Improvement• FAQ updates

Responsible for integrating Customer Services 
following the acquisition of SaldiPrivati in Italy and the 
merger with the website Showroomprive.it (4.5m new 
clients).Prior to customer base migration:• Coordination of the SaldiPrivati Customer Services department in Milan: introduction of quantitative and qualitative performance monitoring • Implementation of a process streamlining 
plan• Takeover and transfer of front-end activity to the outsourcer Showroomprive: process formalisation, onsite training, activity setup Preparation for and validation of the functional UX specifications of different roles (front and back office)• FAQ updates• Automated email updates• Internal team training and supportPost customer base migration:• Introduction of action plans aiming to reduce aspects undermining the customer experience (order and delivery tracking, purchase order, return and refund system) • Regular collaboration with IT teams in France and Italy in order to identify and resolve multi-platform bugs• Regular collaboration with departments at the Milan headquarters (Marketing, administration, sales management, HR) in order to implement new functional workflows in line with Customer Service (multiple trips)• Crisis management: introduction of an early warning system to notify customers of anomalies impacting the contact rate and cross-departmental leadership with the departments in question Formalisation of new processes• Internal and external teams support

Customer satisfaction survey project management:• Monitoring of new service provider launch satisfaction surveys: kick-off, introduction of dispatch rules, design of refund concordance tables, bug identification, implementation of corrective actions, action plans to increase the response rate• Results reporting, verification of data files, design of monitoring reports (daily, weekly, monthly), coordination of service provider invoicing, TF 
quality.• Design of a new satisfaction survey in 2017:• revision of main criteria, introduction of a Customer Service NPS, design of a new layout aligned with the brand image and all devices• KPI tracking (customer satisfaction, NPS, NF French certification)• Internal Quality Monitoring Tool Administrator Integration of evaluation grids: inbound and outbound call records, emails, back-office tasks• Use of SQL to extract results and create reports (daily, weekly, monthly), service provider invoicing, TF quality• Bug management• Coordination of external and internal challengesTraining:• Training module and educational tool design: initial training, role plays, booking process• Production of and updates to educational material for external and internal services• On site partner support: SalesForce roll-out (July 2016), new call centers start-up (Marocco, Romania)Quality Controller:• Evaluations and debriefings of client contacts for Italy, France, UK, Holland, Belgium.• Performance of regular assessments and production of training reports, qualitative training monitoring

• Processing of customer requests (prior to and following purchases)• Management and monitoring of any disputes related to order deliveries• Customer retention and brand loyalty• Back-office task management (transporter, supplier disputes)• Community management• Involvement in periodic assignments (data entry, recalls, research, tests etc.)

Responsible for multi-channel in and outbound for different clients (ACEA, TIM Telecom Italia Mobile, La7 Pay TV, Lottomatica)