Stefano Battagin Email & Phone Number

Milan, It

Milano

-Design and implement the TIER Customer Care Quality strategy to drive CSAT (+6.7pp in 12 months)-Build the Quality framework to help agents to create a premium Service to each customer-KPI responsibility (CSAT, Quality, FTR, NPS, Compliance) to continuously improve Customer Care-Manage weekly Calibrations, Process and performance reviews with outsourced partners -Create and improve projects and processes to facilitate a seamless Customer Journey-Oversee internal and external training and coaching actions based on KPI and Quality monitoring-Quality/Process/Training Coordinators management, goal setting and bi-weekly performance reviews -Problem solving activity ownership based on Customer feedback and complaints

Milan Area, Italy

-B2B Client Service order management and KPIs (On Time in Full – Backorder – Complaints)-Order daily management, prioritizations, returns and any other Client request -Daily alignment with Sales, Supply Chain and central Logistics to ensure orders deadline-Foster a continuous improvement mindset and an issue avoidance approach-Client relationship management and negotiations on delivery delays (top fashion industries and SME)-Manage stock levels and warehouse value efficiency (-50k € saving x year)-Weekly reports on order deadlines and Service KPIs to Head of Sales;-B2B Client Service Team management (5 people) and performance reviews

Milan Area, Italy

-In charge of the Customer Experience metrics (CSAT, NPS, CES, FCR) on all distant channels-Manage and coach the Service Quality Team to best serve the CC agents-Create a new Quality Framework for a personalized Omnichannel Customer Experience -Analyze Customer feedbacks to highlight successes and potential improvement actions-Ad-hoc project management (GDPR introduction, Compliance basic guidelines, GSTD/DMAIC problem solving)-Corporate Lean Team Pillar to develop a performance and customer centric culture -Customer retention project creation to wow customers and to use feedbacks to improve. -Deliver soft skill & Compliance trainings to internal and external CS Teams

Dublin

-Responsible for coaching on performance and quality of service B2B & B2C (voice, email, chat)-Manage one to one or group coaching sessions to give feedback and to share best practices-Action planning ownership to fill gaps on agents' performance and targets matching-Perform Quality and Compliance assessments and evaluations;-Provide insights to managers on performance, opportunities, gaps,-Partner with internal stakeholders to foster continuous improvement initiative

Dublin

Responsible for verification and growth of eBay UK B2B/B2C special sellers. Analyze financial exposure and selling risk, evaluate profitability and when needed investigate. Assess customers business and deal with them on the phone to assess business strategies. Support and educate customers to maximize their listings on the website. Present results and KPIs to Managers and Director on weekly /monthly basis.

Dublin

In charge of dealing with B2B/B2C customers on emails or over the phone in relation to service and billing issues. Problem solving and complaint management. Accountable for issuing credit and debit notes to customers when needed. Customs duty & taxes process management with foreigner UPS Custom Houses to issue correct invoices to the customers.

Milan Area, Italy

(Annual project contracts for 250 hours x year, part time occupation meanwhile working and studying) In charge of creating and delivering training programs for public and private evening courses for adults in Computer Literacy, Italian language for foreigners..Quarterly assessment, final diploma verifications, weekly report to the Manager.

Milan Area, Italy

Implemented a Key Social & Environmental Performance Indicator system according to International standard and Company strategy.Created a Key Stakeholders Panel to partner in environmental and social projects with suppliers (Food waste policy – Energy saving programmes)Fostered cooperation among internal departments and community partners (ONG, Non-profit associations, Institutional Partners) Overseen the creation and the editing of the new organization's annual sustainability report.

Milan Area, Italy

Oversee all aspects of small to midsize fundraising campaigns, from promotion to kickoff events. Ensure revenue goals are attained, develop campaign appropriate strategies for successful recruitment, acknowledgement and retention of volunteers/donors/teams/participants.Act as an on-site manager during fundraising events to ensure success and problem solving.Manage campaign timelines and budgets by tracking revenue and expenses. Evaluate the effectiveness, including fundraising efficiency (cost/expense), event satisfaction and overall success of the campaign.

Milan Area, Italy

Responsible for marketing activities and operations, including promo material development, brochures and catalogues graphic content management, working with vendors, presentations, booking meetings and facilities. Web content management, orders and invoice management.

Internation Communication, Political Science And Government

Degree, International Communications

Coaching

Nlp Mind Coaching, Nlp, Coaching, Nlp Certified Coach

Master, Corporate Social Responsibility And Stakeholder Relationship Management

Activities and Societies: Governance, Ethic Finance, Ethical Codes, Italian Law 231 – Stakeholder Relationship Management – Social.