Management of the 3 Service divisions (Customer Service, Onboarding, Account Management).KPI management, team productivity control, resource management (team leaders and representatives).Collaboration with the business units of other European countries for the development and implementation of common strategies.

Operations director for the Italian rental agencies.People management: Station Managers, Rental Sales Agents, Return Agents, Car Service Men.People recruiting.Rental activities, KPI, P&L management and monitoring.Ancillary sales management.Fleet control.Car repairing.Company and outsourcing facilities management.

Management of rental operations for PSA Group dealers.Training mentoring and coaching of the employees. KPI control and analysis.Development of the rental activities for the dealers.

Complete management of the Rent-a-Car Store/Location; optimizing operative costs of the location, managing operations and checking service quality.Managing Customer Service in renting operations, increasing customer satisfaction (managing of NPS, Net Promoter Score software Medallia).Implementing commercial policies.Coordinating a team of rental sales agents, check-in coordinators, rapid return agents, car car men.Training resources, KPI monitoring and analysis.Full focus on ancillary products sales (sales training, coaching, KPI analysis).Managing fleet, incoming and outbound, assigned stock and availability.

Freelance Translator on literary, scientific, IT, medical and juridical texts.

Area of Interest: Office Supplies Sales (stationery, ink&toners, electronics, furniture, planning and presentation, cleaning products).Medium/large national and international customers portfolio management, from contracts to price lists preparation, quotations, orders, after-sales assistance and problems solving.KPI monitoring, clients performance analysis and improvement.Yearly sales target: about 700.000€. Target sales margin 33%Achievements: sales margin 35%.

Sales force coordinator in the Furniture branch of company’s business.Touch point between company, vendors and sales force.Furniture sales process optimization and furniture sales development.Office interior design with dedicated software.Budget and price lists elaboration.Collaboration with, merchandising and marketing departments to organize furniture sales campaigns and special offers.Training courses to sales force and training material preparation about furniture products, catalogues products and furniture selling techniques.Elaboration and management of daily activities reports, KPI monitoring and analysis.Achievements. Implementation of operative procedures; vendors management re-organization, improvement of communication among vendors, sales force and customer service. Sales Target: about 4.000.000€ per year.Sales:+1%Sales Margin: +1%

Organizing, managing and training a team of 7 telephone account managers (telesales and customer service), with their own customers portfolio with sales, margin and customer retention targets.Data analysis, staffing organization management, billing reports production and collaboration with merchandising and marketing departments for creation and organization of special sales and promotional campaigns.Collaboration with the other business units in Europe and with international BI based in the Headquarter.Training courses to sales force and training material preparation about selling techniques mostly focused on up&cross selling.Achievements. Creation of an efficient and operative team, with strong team building activity.Identification of the business unit as important part of Company’s commercial activity.Constant sales and margin growth (+5%, +10%, +20% sales during 3 years), even in periods where company’s general sales were decreasing. Budget: about 4.000.000€.

• 2007 –2008: Resource Planning Expert in the Business Support Team Management and reporting of working activity of company’s call centers in Italy, with particular reference to resources allocation on Inbound, outbound or back office activities, following daily, weekly and monthly needs.Staffing modifications studies in case of new working activity or new business acquired by the company.• 2005 –2007: Supervisor Quality&Fraud Check AreaStart up of the project (from 4 to 25 resources, later 40)Organizing, managing and training of resources operating in client company’s frauds prevention.Handling of paralegal issues of client company’s private and business customers.Collaboration with company’s legal office with reference to the above activities.Elaboration and management of daily activities reports, KPI monitoring and analysis.Coaching activity to analyze and improve individual performances.Elaboration and preparation of training sessions.• 1999 –2005: Team Leader Customer Care Inbound/Outbound/Back Office AreaOrganizing, managing and training of resources operating in Inbound, outbound and back office activities.Elaboration and preparation of training sessions, in collaboration with training&quality department.Product Trainer activity.Elaboration and management of daily activities reports, KPI monitoring and analysis.Coaching activity to analyze and improve individual performances.