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Transcript of Resume
What made me so
No, seriously: who?
Università degli Studi di Milano
Letters and Philosophy Degree
Previous (2001 - 2011) - E-Care S.p.a. - www.ecare.it
- Project & Process Solutions Development Account
- Knowledge Systems Development Account
Reported directly to Sales & Marketing Director coordinating the design, development and deployment team (six professionals on four sites) for customer care outsourcing services.
Result-driven and well focused professional with significant experience in process development and project management.
Highly committed to best results through people engagement and team building, strongly predisposed to analysis and to a creative approach to business process reengineering.
Directed and managed Business Process Outsourcing and Business Process Reengineering projects in several industries.
Responsible of Company Knowledge Management processes and systems; responsible of Knowledge Management Solutions development and sale.
Defined and implemented sales strategies and pricing models.
Engaged to define business strategies and develop innovative operational models.
Responsible of Company processes development, monitoring and reengineering.
A matter of perspective
Implemented and managed Company's Customer service.
Reported directly to Commercial operations director defining CRM strategies and coordinating customer service team.
Developed ivr, crm, kms systems.
Defined Kpi's and implemented reporting monitors.
Enganged to assure customer service continuous improvement, through process analysis and reengineering.
Current - Enerventi S.p.A. - www.enerventi.com
- Call Center Manager
- Quality Assurance Manager