Nello Serafini Email & Phone Number

Milan, IT

Milano, Lombardia, Italia

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.

Italy

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.

Milano, Genova

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.

Milano

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

Assago, Milan, Italy

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.

Assago, Milan, Italy

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.

Assago, Milan, Italy

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.

Cernusco Sul Naviglio, Milan, Italy

• 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.
• 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.
• 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.