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Work Background
VXI Global Solutions, LLCDirector - CX Advisory Digital
Feb. 2022United StatesIn my current role, I head the Digital Customer Experience consultancy practice, with oversight of digital transformation projects and key accountabilities over consultancy projects for Fortune 500 clients in the digital channels organization. I manage the scope and delivery of digital transformation projects, leveraging customer journey analyses and omnichannel roadmaps.
Key accomplishments in this position include:
• Spearheaded multiple transformation projects for clients including Meta, Microsoft, and LG.
• Modernized the digital consultancy practice globally, expanding knowledge and delivery to include digital transformation services such as omnichannel, e-commerce, and blockchain.
• Introduced digital directions and strategic roadmaps to customers at the central executive level through the implementation of RPA, AI, and ML technologies for higher automation.
• Led the delivery of projects across 3 key areas: digital automation, digital analytics, and digital services.
IGT SolutionsDigital Business & Customer Experience Head
Oct. 2018 - Dec. 2021Dubai, United Arab EmiratesWith this company, I directed the Digital Business Centre of Excellence (CoE) and Digital Customer Experience, creating the digital practice for a $200M company with 16K employees and 100+ clients. I enabled strong outcomes across Digital Business, CX, and EX, with oversight of all facets of consultancy, strategy, operations analysis, performance management, and analytics technologies. I also managed strategic vendor relationships and accounts with top external business partners.
Key accomplishments in this position include:
• Established a Digital CeX framework based on 3.A (Smart Agents, Smart Automations, and Smart Analytics).
• Led the practice of digital care and engagement with customers including JLM, RHG, United Airlines, Radisson Hotel Group, Epic Games, Air France, Kiwi.com, and Malaysia Airlines.
• Formulated and implemented Digital Business, CX, and EX policies, programs, and systems to support strategic directions based on Automations and Data Analytic activities.
• Initiated Voice of the Customer to interpret and action customer and employee feedback, and execute new metrics, including NPS, CES, and First Contact Resolution & CSAT.
• Successfully collaborated with interdepartmental leaders to asses, monitor, and analyze indicators and metrics of Digital Business, CX and EX performances. • Devised opportunities to surpass targets in selected sales opportunities around CX, Analytics, and Digital, in collaboration with Sales leadership.
InterGlobe TechnologiesHead Social Media CoE ( Centre of Excellence)
Sep. 2012 - Oct. 2018Dubai - United Arab EmiratesArea of Expertise: Digital strategy, Digital Technologies, Data analytic, Social Media, Customer Care, CRM, Aviation, Program and Project management, Strategic consultancy. Revenue Managed: Around $ 9 Millions USD
People Managed: around 400+ people globally Today I managed the CoE of social media for one the of the leading digital provider in the travel space. We provide strategic and operational support to companies of the travel industry. #SocialMedia #Strategy #Airline One of our clients conducts the major Social Media operations in the world in 5 different locations: India, Romania, Malaysia, UAE and Philippines. My team is composed of around 400+ agents from approximately 35 different countries providing services 24/7 round the clock. #BiggestSocialMedia #24/7 I have wide knowledge in the of several engagement (CRMs) and listening tools like: CX Social, Salesforce.com, Lithium, Sparkcentral, One Direct, Radian6, Vdong, Hootsuite. #Salesforce #Radian6 I am also in charge of the web analytic that imply measuring, analyzing and interpreting customer sentiment and engagement metrics. Between the metrics analyzed I have to insure to comply with the process KPIs. #Analytics #KPI Major Achievement:
I set up and coordinate CoE (Centre of Excellence) for social media in our company briging the Revenue from $ 200K to around $ 9 Mill. Major achievement was the launch of languages in non-western markets. Our services expanded in the Chinese speaking countries with 2 new social media channels (Wechat & Sina Weibo) through the implementation of a CRM called ‘Vdong’. We also expanded on the Russian speaking market through another social media channel named Vkontakte. In the Korean market we serve in Kakao Talk and Kakao Sotires. #VKontakte #SinaWeibo #WeChat #Kakaotalk
Ministero degli Affari Esteri e della Cooperazione InternazionaleSenior Project Manager
Sep. 2007 - Sep. 2012Foz do Iguaçu Area, Brazil / Rome Area, ItalyIn this position, I led programs and projects focused on fundraising, digital presence, and online communication for an organization of 500+ employees globally across 22+ countries, including Italy, Liberia, Albania, Cameroon, Democratic Republic of the Congo, Argentina, Brazil, Peru, Paraguay, Honduras, and India. I oversaw public fundraising programs, managed projects from initial concept to completion, and monitored at the field and administrative levels globally in Asia, Africa, and Central/South America.
Key accomplishments in this position include:
• Orchestrated 15 Project Managers and provided cross-functional leadership to successfully implement several global projects over the course of 4 years.
UNICEFProgram Manager (consultant)
Jun. 2006 - Mar. 2007Monrovia - Liberia
University of CopenhagenAssociate Researcher & Lecturer
Dec. 2005 - Jun. 2006Copenhagen Area, DenmarkResearch in social integration and conflict resolution. A social analysis on community management and social behavior of specific categories in society.
UNESCOProject Manager (consultant)
Jul. 2005 - Dec. 2005Monrovia - Liberia
GECAP srlAdministration and site manager/ building contractor
Nov. 1998 - Aug. 2003Rome Area, ItalyPlanning, implementation, supervision and coordination of the logistic and administrative office of a building firm with over 50 staff
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