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Network Power<100 people
Work Background
Head of Operational Excellence in Client Experience
CoachHub - The digital coaching platformHead of Operational Excellence in Client Experience
Jan. 2023Berlin, GermanyDriving efficiency, consistency, and technological advancements within operations and technology ecosystems with strong focus on customer experience. Leading a dynamic team divided into three sections, specializing in back office tasks execution, bug and technical issue escalations, and data analysis and integrations. Key Responsibilities: Analyzing, designing, and documenting operational processes to optimize efficiency and ensure consistency. Staying abreast of the latest automation and technical solutions to enhance our operations and technology ecosystem. Spearheading small and large-scale projects to implement technological advancements, streamlining workflows, and enhancing overall operational performance. Cultivating strong stakeholder relationships with key players, including tech, product, and client support teams. Leveraging data-driven insights to identify operational bottlenecks, develop innovative solutions, and drive transformative change. With a focus on delivering exceptional customer experiences and achieving operational excellence through continuous improvement and collaboration across teams.
Head Of Operations
DCI Digital Career Institute gGmbHHead Of Operations
Jan. 2022 - Jan. 2023Berlin, GermanySuccessful track record in leading teams through hypergrowth and driving operational excellence. I could apply my strong background in the educational sector successfully managing teams across three departments during a period of rapid expansion. Key Highlights: Led and supported the operations team through a period of hypergrowth, ensuring seamless operations across Support departments, IT & Logistics, and Program and Processes. Held responsibility for P&L and budget management, achieving an impressive 20% CPU optimization and driving cost efficiencies. Developed and executed strategic initiatives aligned with organizational objectives, utilizing OKRs (Objectives and Key Results) to drive performance and outcomes. Led the transition of the team to Agile work management, enabling increased flexibility, efficiency, and adaptability in meeting evolving demands. Successfully implemented change management processes twice, effectively restoring disrupted operations and establishing robust processes and departments to support future scalability. Leveraged technology and best practices to enhance operational processes, resulting in a remarkable overall efficiency growth of over 10% across departments.
Operations and process manager
HelplingOperations and process manager
Oct. 2019 - Dec. 2021BerlinReporting directly to the CEO, I've optimised the most critical operations departments of the business (customer and supply management) restructuring the day to day work building the foundations for a sustainable expansion and defined mid and long term objectives. I covered a strategical role of alignment between different departments, business units and countries acting as project manager and coordinator in cross-departmental projects like data protection, testing, documentation and meetings culture. Among other results, under my supervision the different teams achieved +35% service quality improvement, over 60% efficiency improvement and 40% meeting time reduction.
Customer Service Operations Lead
MajorelCustomer Service Operations Lead
Aug. 2018 - Oct. 2019Berlin Area, GermanyManaging a team of 5 team leaders responsible for 7 markets. Working closely with the SDM and the team reaching targets and objectives. Developing existing structures and processes of communication, alignment and quality. Collecting and analyzing data and individual KPIs to facilitate performance improvement Motivate and inspire each member of the team. Involved in P&L analysis
Customer Service Team Lead
Arvato CRM SolutionsCustomer Service Team Lead
Aug. 2017 - Aug. 2018Berlin Area, GermanySocial media services customer service. Managing a team of 20 people an bring the team up to 50 agents in a fast rump up. Ensure to meet high-performance standards Developing existing structures and processes of communication, alignment and quality. Collecting and analyzing data and individual KPIs to facilitate performance improvement Motivate and inspire each member of the team, provide feedback and assistance. Ensure the rump up process for agents, quality support and new team leaders.
General Quality Support
Arvato CRM SolutionsGeneral Quality Support
Feb. 2016 - Jul. 2017Berlin Area, GermanySocial Media Services
Entertainer Coordinator
Acttiv Leisure Projects S.L.Entertainer Coordinator
May. 2013 - Nov. 2015Las Palmas De Gran Canaria Area, Spain
Teaching Assistant
Università degli Studi di TorinoTeaching Assistant
Sep. 2011 - Jul. 2012Turin Area, ItalyTeaching Assistant in Master Degree Course
Università degli Studi di TorinoTeacher
Oct. 2011 - Jan. 2012Turin Area, ItalyTeacher in Artistic Gymnastics and individual activities


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Specialized Business Consulting: Operations & Customer Experience
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