Operational Manager in Credit Process management on behalf of a leading telecommunications Company. Coordinator of a team of up to over 300 resources at the Tirana and Rome offices, with whom we have constantly achieved the economic targets, as well as the satisfaction of the Client.

Responsible for backoffice area, with a focus on claims management and churn request addressing, on behalf of a major Italian Company operating in the media/tv sector. Coordinating a Team with more than 50 resources.

I’ve been responsible in management of some projects about organizational restructurings, inherent both technical, sales and administrative aspects, in particular:- Efficiency improvement in administrative practices management at a law firm- Reorganization and planning of Purchasing, Sales and Customer Service Department in a mechanical engineering company, contributing to the consolidation of its position in the international market.

Within the Business Unit Consumer & Microbusiness, specifically in the Customer Operation Area, I coordinated projects in both front-line and strategic/analytical environments. In particular, I supervised the Claim Management Area start-up phase, through the process re-engineering of complaint management with volumes of about 4K monthly escalations. Then, in the reporting and analysis function, I followed the main KPI’s analysis projects concerning the Customer Experience Management Area, focusing mainly on Customer retention/churn prevention strategies. In these projects, in the Governance and Performance Management function, I analyzed and addressed on a monthly basis over 20K Customers, planning actions to be performed by dedicated teams. I also collaborated on a inter-departmental technical panel between the Consumer Business Unit and the Technology Division, occupying me in the analysis of a pool of 300K ADSL Customers with technological improvements needs.

In a constant professional growth in the Customer Experience Management Area, I’ve started from the technical/commercial Customer care (residential and soho professional), subsequently I switched to the careful and consultancy management of a Strategic Customers/VIP portfolio, finally to serve as a "focal point" for the most critical escalations impacting Customers. This allowed me to coordinate the "Market Sentiment" project that supported Executives and Business Units to remain constantly aligned with needs and problems arising from the interaction Customer-Customer Service.