Languages
Italian (Native)
English (Fluent) C2
Spanish (Fluent) C2
Portuguese (Fluent) C1
Professional Profile
International customer-centric executive with over 20 years of experience in Customer Success, CX, Operations, and Sales. Proven track record of exceeding KPIs and SLA targets by leveraging CRM-driven data analysis, advanced performance analytics, and structured WBR, MBR, and QBR processes to accelerate growth and improve outcomes. Entrepreneurial and innovative mindset, adept at designing and delivering customized solutions that drive high retention, upsell, cross-sell, and profitability for both the company and its clients. Fully dedicated to organizational success and customer satisfaction, aligning business objectives with client goals to maximize revenue and deliver measurable value.
Core Competencies
- Customer Lifecycle Management (Onboarding · Adoption · Renewal · Expansion)
- Customer Success & CX Strategy
- Multichannel Customer Service & Support
- Sales - Client Retention · Upselling · Cross-Selling
- SLA & KPI Monitoring · WBR/MBR/QBR and Reporting
- Continuous Improvement (Lean · Six Sigma Master Black Belt)
- Data Analysis & Business Intelligence (Power BI · Tableau)
- CRM & Ticketing Platforms (Salesforce · Zendesk – MSX Microsoft Dynamics)
- Microsoft Azure Cloud Solutions - GSS
- International Team Leadership & Development
Professional Experience
Elon Group S.p.A Customer Success Manager (Fixed Term) | Present
- Direct end-to-end management of 50+ enterprise accounts, ensuring SLA >97.5% and 100% KPI compliance through proactive risk mitigation and stakeholder alignment.
- Develop and execute custom engagement roadmaps, leveraging Salesforce analytics to identify upsell and cross-sell opportunities, driving a 15% increase in ARR and deepening client partnerships.
- Champion a feedback-driven product improvement loop by aggregating client insights, collaborating with Product and R&D teams to prioritize feature enhancements.
- Mentor and coach, a 12-member cross-functional squad (Support, Onboarding, Success) in Agile best practices, reducing time-to-value by 20%.
- Spearhead quarterly WBR/MBR/QBR reviews, translating performance metrics into strategic action plans that boost retention.
Concentrix Spain GSS Account Manager – SaaS & Microsoft Azure Solutions |
Served as primary contact for B2B/B2C clients, aligning Azure and SaaS solutions with business goals.
- Recognized in Microsoft’s “Hall of Fame” for pioneering the Ferrari F1 AI project.
- Achieved Top Sales Performer 2022 status by generating 53 new corporate opportunities.
- Collaborated with internal departments to streamline digital onboarding and tailor solution proposals.
- Reason of leaving: Project closed
FastWeb Italy Operations Manager – Customer Success – 2 years contract
Delivered 100% SLA compliance and budget adherence each quarter on SaaS operations.
- Launched a data-driven coaching program that reduced average handle time by 18% and improved first-contact resolution by 25%.
- Developed advanced staffing and forecasting reports, eliminating SLA breaches.
- Led WBR, MBR, and QBR sessions with clients to align on KPIs, present action plans, and secure renewals.
Johnson & Johnson Czech Republic Senior Manager, Customer Service Iberia
- Managed support operations for 22,000 pharmacies and OTC/pharma channels across Spain and Portugal, cutting order-to-cash cycle by 30% and raising NPS by 15 points.
- Oversaw Prague hub and local teams in Madrid and Lisbon for consumer, delivery, and pharma services.
- Coordinated seasonal promotional campaigns with Sales and Finance departments.
- Reason of leaving: Project closed because of COVID
Adidas Greece Customer Service Manager | 2 years contract
- Established Athen’s first call center, recruiting and onboarding 168 agents across inbound, outbound, and logistics.
- Defined KPIs, NPS targets, and daily huddles to monitor SLAs and campaign launches.
- Implemented Lean improvements that reduced average handle time and increased agent utilization.
- Deployed a Salesforce ticketing system with SLA alerts, cutting escalations and enhancing service quality.
Enterprise Holdings USA Operations Manager – Mid-Atlantic Operations – 12 years
Led eight branch locations and a 24/7 reservations call center with 150+ staff, ensuring operational excellence and high customer satisfaction.
- Developed territory-wide sales and marketing strategies that increased market share by 8% and rental revenue by 10%. Authored SOPs, flowcharts, and training manuals that reduced new-hire onboarding time by 25% and improved first-week productivity by 30%.
- Managed full P&L responsibilities: set annual budgets, monitored cost drivers, and launched Lean Kaizen initiatives that decreased labor expenses by 12%.
- Presented monthly KPI dashboards and performance plans to senior leadership, driving continuous improvement and strategic alignment.
