Federico Zittino
Pianezza
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Great experience and motivation in training, coaching, communication and soft skills training
Overview
17
17
years of professional experience
Work History
Account Manager
Domestic&General
Remote
07.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Managed, grew and retained OEM partners with the support of the Account Management team and central business unit functions.
- Monitored performance and improved performance of existing business and identified new business opportunities.
- Maintaining relationships with existing customers and building them with new customers.
OEM CC Sales Coordinator
Domestic & General
Remote
03.2021 - 06.2023
- Identification of opportunities for performance improvement
- Analysis and review of OEM Contact Center sales performance and development of action plans;
- Analysis of sales agents' performance to define the best performing profiles and use them as benchmarks for recruitment, training and resource management activities;
- Collaboration with colleagues to share Contact Center best practices in other European markets and overseas;
- Collaboration with Senior Management for Italy in setting objectives and monitoring to ensure they are appropriate and achievable;
- Collaboration with the trainers of the different OEMs and the DG L&D team to effectively develop appropriate training paths and supporting material;
- Collaboration with the Quality&Verification team to ensure that training and coaching interventions deliver the desired quality and meet the required standards;
- Training team leaders, trainers and trainers to identify, understand and develop talent and enable each resource to fulfill its potential in a collaborative environment;
- Maintaining and creating a strong relationship with the OEM Contact Centre managers.
Team Leader Call Center
Across srl
Turin
09.2019 - 02.2021
- Operational support to resources, in order to constantly improve performance in accordance with company requirements;
- Operational support and resolution of any problems with customers aimed at the conclusion of the sale;
- Accompanying new resources, one-to-one training, correction interventions and motivational interventions;
- Interventions related to correct on-call communication aimed at listening, empathy and creation of the need; Coordination of activities with the HR department.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Maintained accurate records of team metrics and performance data, using insights to drive continuous improvement efforts across the call center operation.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
Vice Coordinator & Trainer
CFI srl
Turin
10.2018 - 07.2019
- Coordination, assistance, coaching of new entrants to teams and orders.
- Supporting new resources, one-to-one training, remote listening to calls and corrective and motivational interventions.
- Interventions related to proper communication on call aimed at listening, empathy and the creation of need.
Work on assertiveness, on the methodologies for a correct telephone approach with the customer. - Coordination of activities with the Human Resources Office and the Training Office.
- Assistance to operators in solving basic problems related to the production and performance of daily operations.
- Assistance to the Team Leader in carrying out the daily coordination activities as well as reporting and analyzing the Team's performance.
Monitoring of the team's objectives and performance trends in relation to the requests of the company and the client client. - Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Prepared and presented supplementary learning material to support structured lessons.
OB Call Center Agent - Insurance
Covisian SpA
Turin
09.2013 - 09.2018
- Management of outgoing telephone calls aimed at consulting and proposing insurance-type products
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Participated in ongoing training sessions to stay updated on company policies and procedures, ensuring the highest quality of service for clients.
Coordinator of the Academic Office
European School Of Project Management
Turin
09.2011 - 12.2012
- Coordination of Secretarial activities, planning of training activities, organization and promotion of teaching and training activities
- Coordination and organization of cultural events and activities in collaboration with the press and communication office
Didactic Secretariat
IAAD - Istituto D'Arte Applicata & Design
Turin
05.2007 - 05.2011
- Organization, coordination and promotion of the Institute's teaching activities for all departments of the postgraduate Bachelor's and Master's degree programs
- Organization of workshops, conferences, special lectures
- Coordination of teaching and thesis projects, working directly with the heads of partner companies.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Bachelor of Science - Linguistics
Università Degli Studi Di Torino
Turin, ItalyBachelor of Science - Communications
Università Degli Studi Di Torino
Turin, ItalyMaster in Europrogettazione e Workshop tematico focus Europa 2014/2020 -
Europa Cube - Innovation Business School
05.2014
Skills
- Windows OS and Mac OS - professional knowledge
- Microsoft Office (MS Word, MS Excel, MS PowerPoint, MS Outlook) - professional knowledge
- WordPress platform - good knowledge
- Client Relationship Management
- Customer Satisfaction
- Relationship Building
- HTML language - basic knowledge
- Joomla - basic knowledge
- Management software and applications for resource management and coordination - professional knowledge
- Ability to work in a team and awareness of different roles and responsibilities within the team: team spirit and ability to manage team work and perceive individual needs
- Ability to assume responsibility where required and appropriate
- Ability to adapt skills and professionalism according to the context, willingness to listen and confrontation, aptitude for customer contact
- Predisposition to confrontation and sharing of ideas, opinions and proposals, willingness and proactivity towards team work and team play
References
Referenze fornite a richiesta
Personal Information
- Date of Birth: 01/07/1982
- Gender: Maschile
- Nationality: Italiana
- Driving License: Patente B - Automunito
Languages
Italian
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Intermediate (B1)
French
Beginner (A1)
Timeline
Account Manager
Domestic&General
07.2023 - Current
OEM CC Sales Coordinator
Domestic & General
03.2021 - 06.2023
Team Leader Call Center
Across srl
09.2019 - 02.2021
Vice Coordinator & Trainer
CFI srl
10.2018 - 07.2019
OB Call Center Agent - Insurance
Covisian SpA
09.2013 - 09.2018
Coordinator of the Academic Office
European School Of Project Management
09.2011 - 12.2012
Didactic Secretariat
IAAD - Istituto D'Arte Applicata & Design
05.2007 - 05.2011
Bachelor of Science - Linguistics
Università Degli Studi Di Torino
Bachelor of Science - Communications
Università Degli Studi Di Torino
Master in Europrogettazione e Workshop tematico focus Europa 2014/2020 -
Europa Cube - Innovation Business School