Sara Bolognesi

Customer Experience at Bonfiglioli riduttori SPA (2023-09 – Present)

Set the CX vision, define the CX strategy and the to-be experience and focus on CX methodologies, technology, and best practices.
Define and align CX processes on a global scale and foster their innovation, supporting local branches and plants on the adoption of company best practices respecting the local needs.
On a global scale, collect and analyze customers feedbacks, monitor CX KPIs and coordinate outer loop processes and initiatives plans with other HQ depts and local entities.

Customer Service & Order Management at Bonfiglioli riduttori SPA (2019-11 – 2023-08)

Manage the EVO plant customer service team, mainly in touch with other branches and plants of the company.
Manage the shipping department employee, who's main responsibility is to give priorities to picking, packing and shipping activity to the external logistic partner, following customers' needs.

HQ Supply Chain Management at Bonfiglioli riduttori SPA (2012-06 – 2019-10)

Standardize and optimize the sales related processes (sales order management, intercompany process, delivery, transportation).
KPIs and targets definition and reports design to monitor the processes alignment and performance.
Documentation, user support and training.
SAP SD key user.
Business Object (B.I.) key user
Process mining (Celonis tool)
2015 and 2016 budget: sales data collection and production volumes definition.
Implementation of the Sales and Operation Planning process, and consequential management of the monthly review of forecasts.
Team leader in an intercompany sales process optimization project: documentation writing and training with the aim of standardize the level of knowledge and awareness on the process; process change, in order to decrease the human error possibility.
Support during a reengineering project of all the Supply Chain processes: Activities flow mapping (to-be) and routines definition; Training about the new processes implemented; Monitoring of the branches regarding the project activities (material replenishment methods, sales forecast, sales orders confirmation).

Esperienza