GAES

I lead customer operations at a national level, coordinating external partners and driving improvements in efficiency, service quality, and customer experience. 
My role combines strategic vision and operational focus to optimize processes, strengthen cross-functional collaboration, and ensure a customer service aligned with business goals. 
I work with a strong results-oriented mindset and a culture of continuous improvement.

Customer Operations Manager

papernest

VP Customer Care & Operations Support

Management of the design, planning, and implementation of training programs aligned with the objectives and strategy of the company. Collaboration with functional management teams to assess ongoing and future actions based on training needs.
Set up of quality assurance policies and procedures for the call center to ensure high-quality sales.
Defining and promoting a quality mindset across the company.

Head of Training and Quality

lastminute.com

Establishment and monitoring of the main quality KPIs in the customer area, designing, creating, and implementing new internal processes to improve them.
Responsible for the recruitment, coaching, goal setting and quarterly performance evaluations of 30 employees divided into 3 teams and located in different countries.
Creation of ongoing and effective training programs focused on the current and future needs of the customer area.
Creation and implementation of strategies for customer management through our internal and external call centers.

Head of Training & Quality in Customer Area

Continuous analysis of customer opinions to adapt the sales pitch.
Creation and maintenance of processes and procedures in the sales area, guaranteeing quality standards and maximizing profitability.
Management of multidisciplinary teams to guarantee customer satisfaction.
Creation and management of training programs for new sales agents.

Training & Quality Manager in Sales Area

Lastminute.com group

Analysis of the sales and post-sales processes within the customer area in order to guarantee the company's productivity and quality standards.
Project management for the launch of new products including the creation of indicators, training, cost control and creation of operational processes.

Project Manager in Customer Area

Viaggiare s.r.l.

Supervision of the after sales team made up of 40 agents
Supervision of the external Call Center service provider in Tunisia and Croatia made up of 150 agents.
Planning of activities, staffing and control of the level of service

Operations Manager in Customer Area

Daily work organization for BackOffice team (15 agents)
Management of work shifts
Management of special requests by clients

Team Leader BackOffice

Customer Service Management in Spanish and Italian
Booking flight Management on airlines B2C and through Amadeus system.

Booking and customer care agent in Viaggiare SRL.

Accomplished executive with extensive experience leading multinational teams in customer service, training, quality assurance, and sales. Currently overseeing operations support and customer care, I specialize in driving operational efficiencies, enhancing team performance, and improving customer satisfaction metrics. My expertise encompasses strategic planning, process optimization, and robust leadership, all of which contribute to sustained company profitability and growth.

I am passionate about leveraging data-driven strategies and innovative solutions to achieve business objectives. With a strong track record of successfully managing complex projects and initiatives

Taplio

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Taplio

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