Davide Anelli

I am a multilingual Technical Product Operations Specialist with customer success experience, shaped by a 5+ year Tech Trio Evolution across TikTok, Meta and Lufthansa InTouch, delivering global live support and managing cross-regional operations within EMEA / APAC / NA in fast-paced technical environments. My background covers SaaS and AI diagnostics, ITSM workflows, incident triage, L2 support, policy enforcement, and CRM and ticketing operations, backed by 20+ years of global design leadership and program delivery for P&G, Coca-Cola and PMI, with fluency in Italian, English, Spanish, French and Portuguese.

Technical Product Specialist at TDCX (2025-01 – Present)

• Deliver L2 SaaS, B2B Ads & E-commerce customer technical support (EN/ES/IT) for TikTok advertisers across EMEA/APAC/NA, resolving attribution, diagnostics and platform issues using Athena System, Quantum Metrics, AI tools and Excel.
• Execute product diagnostics, software & SaaS troubleshooting, RCA and escalations, managing 15–25 daily cases at 95%+ quality and driving customer success with faster resolution and higher CSAT.
• Collaborate with Product Ops, Engineering and Product teams to stabilize systems, refine internal tools and improve advertiser experience across device-integrated SaaS workflows.

Senior Trust & Safety Analyst at Telus Digital (2022-01 – 2025-01)

• Enforce Meta policies across IT/FR/ES through high-accuracy content review, risk assessment, data-quality validation and AI-supported analysis using SRT & internal tools, strengthening platform integrity and decision consistency.
• Supported incident triage and root-cause analysis for escalated policy cases, ensuring accurate decisions, consistent enforcement and alignment with Meta integrity standards.
• Handle 200–250 daily cases at 95%+ accuracy, supporting case management, quality assurance, risk mitigation and SLA compliance. Reduced repeat violations by 10% and ensured documentation flow via internal tools and daily Microsoft 365 usage.

Customer Service & Ticketing Specialist at Lufthansa InTouch (2021-01 – 2022-01)

• Provide live CRM and GDS-based passenger support via Amadeus Altéa (CASPAR) for bookings, PNRs, fare checks, reissues, refunds and queues, applying certified skills in fare rules, SSRs and disruption procedures through customer-facing live communications.
• Deliver structured customer-service operations across GDS workflows, fare rules and disruption handling, ensuring accuracy, compliance and consistent customer experience.
• Resolve 15–30 passenger daily cases with 90%+ CSAT and 85% FCR, maintaining service quality through clear communication, system navigation and structured workflows.

Design Director at Cocoon Design (2019-01 – 2021-01)

• Led retail FMCG operations for Procter & Gamble and delivery pipelines for Molson Coors packaging with a 10-person team, improving workflow execution by 5-8% and accelerating project delivery by 20%.
• Drove workflow optimization and global stakeholder alignment, increasing delivery performance by 15% through data-driven execution and strict adherence to timelines.

Foundational Leadership | Creative Director at Leo Burnett - Publicis Groupe

• Directed delivery strategy and operational development for The Coca-Cola Company, Philip Morris International, and Procter & Gamble across EMEA/NA, leading teams of 5–40 on global deployment and packaging programs.
• Optimized operational infrastructure and workflows, improving team efficiency by 25% and delivering double-digit performance gains across international markets.

Bachelor's Degree in Advertising & Design

Tech Diploma in Aeronautical Engineering Technology