Benedetta Capuani

Experience

• 

  Agsm Verona Spa

  Sept 2013 - Jan 2014

  Internship

  • Internship in the Company AGSM Verona, working in the Brand Management Department.• Managing company sponsorship across the territory,• Involvement in the organization of the Verona congress regarding eco-friendly company activities,• Participation in press-conferences and support in the creation of material

• 

  Groupon

  Oct 2015 - Feb 2024

  Responsibilities:- Led a team of project managers, providing mentorship and strategic direction to ensure successful project delivery.-Developed and launched projects, including the integration of new tools and social media strategies.- Created and monitored KPIs to track project performance, ensuring alignment with business goals.- Collaborated with cross-functional teams, such as marketing and operations, to streamline project rollouts.- Managed stakeholder communication and facilitated seamless integration of projects into existing workflows.Accomplishments:- Spearheaded the launch of a project to enhance deal content through innovative graphics and marketing strategies, establishing KPIs and training sessions for long-term success.- Pioneered the development of an AI tool that streamlined deal-writing processes, improving efficiency and achieving significant financial savings.- Revamped the company’s social media profiles, boosting engagement and enhancing the overall brand presence. Show less - Overseeing 120+ employees in Editorial teams located in Poland, Spain and Netherlands.- Managing 2 Area Managers and 11 Team Leaders to ensure that the team KPIs and SLAs are met and performed in an efficient manner- Coaching and developing team members to acquire and refine necessary job skills (feedback, mentoring, ongoing training)- Leading and supporting local-scope and global-scope projects to drive customer and employee satisfactionAccomplishments:- Fostered successful cross-departmental collaborations to facilitate the organization and launch of new initiatives, demonstrating strong coordination and communication skills.- Implemented new management strategies in collaboration with senior leaders, restructuring teams to reduce economic impact and increase productivity.- Developed a new B2B approach with company merchants, ensuring a more personalized relationship and increasing sales. Show less • Oversee 70+ employees in Editorial, Customer and Merchant Services Teams in the EMEA Area for European countries including Italy, Belgium, France, Netherlands, Germany, Spain• Lead a team of 6 Team Leads in Katowice, Valencia and Warsaw, responsible for staff up to 70+ employees with various business profiles including content and account management, social media, customer and business clients’ support• Manage team assignments and balance workload in a deadline driven environment, ensuring that the team KPIs and SLAs are met and performed in an efficient manner• Responsibility for team utilization, recruitment, retention, performance evaluation, competence development, coaching & team building• Review and improve organizational effectiveness by developing processes, overseeing employees, establishing a highly motivated work environment, and creating innovative approaches for improvement• Leading and supporting local-scope and global-scope projects to drive customer and employee satisfaction• Provide guidance, feedback and mentorship to help Team members strengthen specific knowledge/skill areas• Participate in every aspect of the employee recruitment in partnership with Human Resources and Talent Acquisition team• Oversee day-to-day operations, assigning weekly performance goals and assuring their completion• Manage internal communication to employees• Ensure compliance with company’s policies and operational guidelines• Work with remote employees ensuring involvement in the day-to-day operations Show less • Managed up to 30+ employees while compiling production reports, prioritize and delegatetasks, and follow through on all assignments.• Consistently meet or exceed monthly/quarterly Team goals, such as CSAT, Productivity, Service Level and Resolution Rate• Reviewed weekly and monthly business reviews and conducted analysis of progress and heldweekly/ monthly meetings regarding goals and tasks• Provided Quality feedback based on direct feedback from Business clients and audit from QAsand coordinated PIPs for poor performers• Proposing and implementing improvements of processes and procedures for the entire team and department that improve customer satisfaction• Work with global leadership to implement new strategies for success while constantly seeking to improve the existing processes and policies,• Recruitment and onboarding of more than 20 Employees Show less • Monitor agent cases for accuracy and adherence to process and policy in Merchant Services department;• Ensure that agents are delivering a high level service;• Provide Team Leads and Managers with regular Agent performance feedback;• Prepare and analyze quality reports for Management review;• Pinpoint improvement for new hire and ongoing training materials;• Contribute to the development of quality assurance processes and standard. Participate in the design of quality monitoring forms and quality standards;• Maintain close relationship with Merchant Services management and individuals to drive fact based continuous improvement culture. Show less

  • Manager of Project Management

    Mar 2023 - Feb 2024

  • Team Manager

    Sept 2021 - Mar 2023

  • Area Manager

    Jan 2019 - Sept 2021

  • Team Leader Customer service

    Jul 2017 - Dec 2018

  • Quality Assurance Specialist

    Sept 2016 - Jul 2017

  • Partner Manager

    Oct 2015 - Aug 2016
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  Amazon

  Feb 2025 - now

  Area Manager II