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Work Background
Customer Success Acct Manager
MicrosoftCustomer Success Acct Manager
Jan. 2023Milan, Lombardy, Italy
Senior Solutions Consultant - Delivery team EMEA
TalkdeskSenior Solutions Consultant - Delivery team EMEA
Jun. 2022 - Jan. 2023Italy
IT Project Manager - IT Direct Channels Area
Banca Mediolanum IT Project Manager - IT Direct Channels Area
Jul. 2014 - Jun. 2022Milan Area, Italy
Technical Project Manager, IT Direct Channels Area
italian private bankTechnical Project Manager, IT Direct Channels Area
Nov. 2009 - Jul. 2014Biella, ItalyLead all aspects of the design and development of customer self-services applications delivered over voice, web and E-mail infrastructures supported by 24/7 service. Supervise a multicultural global team situated in Italy and India and direct projects/applications across all phases from internal client briefs to product release. Oversee various functions to accomplish project objectives including hardware infrastructure, software development, third party supplier management and diverse internal IT areas. Hold complete oversight for planning, functional definitions and technical requirements, budget administration, meeting scheduled milestones, application testing, and release. - Led a successful project to develop a digital signage infrastructure to boost business into branches. - Project managed new customer contact channel initiatives including Online Chat, Skype Contact Centre, and Virtual Assistant resulting in reduced operational costs, increased Contact Centre efficiency, and more contacts per agent. - Cut time required to manage contacts while maintaining customer perception of optimum quality through creation of new Contact Centre tools. - Orchestrated total infrastructure overhaul of the Contact Centre transitioning from Avaya Conversant to Avaya Voice Portal with VXML technology. - Won Customer Relations 2010 Award for Virtual Assistant and Skype integration.
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