I am a Senior Director with expertise in Customer Service research and advisory, providing clients with strategic and technological guidance. With 17 years of experience in leading and optimizing customer service and experience teams, I have a strong track record in implementing AI and CRM solutions, managing contact centers, and deploying CCaaS platforms across the manufacturing and retail sectors. My expertise enables me to advise both B2C and B2B organizations on enhancing their customer service operations, as well as supporting technology selection and proposal evaluation.
I have led large, multi-country teams in Customer Service, Inside Sales, and IT, consistently enhancing Customer Experience and sales performance. My experience includes implementing technologies and CRM platforms and processes across over 70 countries for various companies. I have also spearheaded digitalization projects and process redesign initiatives, driving efficiency and innovation. Through strategic leadership and a focus on technology, I have successfully optimized operations and improved customer satisfaction, contributing significantly to business growth and success.
poltronesofà S.p.a, Customer Experience Officer, 3 years
Technogym S.p.a., Customer Relationship Director, 17 years
Telecom Italia S.p.a., Project Manager on mobile office, 2 years
Artificial Intelligence
CRM Strategy and Customer Experience
Customer Service and Support Technology
Service and Support Customer Experience and Analytics
Master's degree Magna cum Laude in Telecommunication Engineering
Master in Business Administration with honors
M.E.N.S.A member since 2004
CRM implementation and vendor Selection
Customer Service and CeX processes optimization and metrics
AI Projects implementation
CRM Proposal reviews
Knowledge management