Personal Information
Organization / Workplace
Milan Area, Italy Italy
Occupation
Customer Experience - Process Coordinator
Industry
Telecom / Mobile
About
August 2012 ->
- Invoice review
- Introduction of NPS & CES monitoring
- Customer Journey Mapping
- Start-up of Customer Experience Lab and "Close the Loop" process
April 2011 -> Aug 2012
IT Review Plan: switching Order Management System (from custom solution to Siebel OM). Assesment and analisys about CRM Processes and Functionalities
Aug 2010 - April 2011
Responsible for start-up Customer Care, Systems and procedures in the SKY-Fastweb partnership Project (Italian spin-off of SKY BB).
Manage a team of 5 Project Managers.
Planning and developement of complex, interfunctional, intercompany Projects.
Assesment, analysis, design and re-design of:
• Processes
• CRM systems
• C...
Contact Details