Alessio Serauto

Experience

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  SouthWestern Business Process Services Ltd. (BPO) part of Capita plc

  Mar 2015 - May 2016

  Customer Service Specialist

  ● Provide customer service in Italian and English● Support customers via call, emails, and order entry● Guide customers over product specification or instructions● Manage Returns and Refunds● Handle escalations and claim process● Process online payments and shipment information● Handle credit and collection activities● Helped to increase customer return rates by always providing excellent customer service.

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  Capita Customer Solutions

  May 2016 - Aug 2017

  Deputy Team Manager

  ● Support Team Leader and Team members during day-to-day activities● Provide training and learning sessions to new joiners● Creation of work instructions and quick reference cards (QRC)● Perform quality checks on calls and emails ● Create and analyse telephony and email reports● Schedule and drive feedback sessions● Support operations during high peak season● Guide the team through technical issues within CRM or tools utilized● Reply and handle escalations

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  Fujitsu Poland

  Aug 2017 - Sept 2018

  Team Operation Manager

  ● Manage Service Desk first line support team for 12 customers● Drive IT team according to Sense and Response methodology● Monitor and allocate resources accordingly for resolution of Incidents and Service requests within agreed SLAs● Manage support team 24/7 cooperating with Incident Management (IM) and Major Incident Management (MIM) for incident resolutions● Develop the team according to ITIL standards and ISO● Manage Process Controller and Process Expert Team for support and creation/review of work instructions● Cooperate with Service Delivery Managers (SDMs) to improve the service and adjust to customer needs● Successful ticketing tool migration from TFS to Service Now (SNOW) for 6 British customers receiving a recognition from program team● SLAs Improvement to above 90% achieved within 5 months Show less

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  Smartbox Group

  Sept 2018 - Sept 2019

  Team Manager

  ● Manage and Drive Customer Service team performances● Manage resources and team workflow in order to achieve required Service Levels and Customer Satisfaction● Risk assessment and mitigation over day-to-day operations● Consolidate reporting and statistics to improve customer experience and service● Monitor social media and communication channels for real time response and reviews● Review with Operations Manager and Service Director new products and sales strategy

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  Philips

  Sept 2019 - now

  ● Manage Market Order Management (MOM) and Factory Order Management (FOM) for Health Systems and Medical Devices (370+ FTEs)● Work with business counterparts to support business development and market entry needs for Western Europe and Direct Export.● Manage Stakeholders Relationship effectively and collaboratively drive continuous performance improvement through productivity management. Build a strong network in the market and supportive function for successful cooperation.● Determine mid-term strategy for supply chain on local and global level. Consolidate Annual Operating Plan (AOP) and review on quarterly bases goals, KPIs and Budget● Participate on cross-functional and cross Hub leadership platform to align on improvements and changes within the whole supply chain● Lead Subject Matter Experts and Process Engineers for process improvement and optimization● Achieved yearly targets completion within 6 months (productivity, automation, attrition, and budget)● Successful completion of transitions from Netherlands to Poland and additional incrementation of service via GETOn and GETOn Light Show less ● Manage Western Europe Fast Flow within Health Systems Department - Hospital Patient Monitoring, Monitor Analytics and Therapeutic Care. ● Monitor and control processes and identify the root cause of issues utilizing Lean methodologies● Successful setup of T0 and T1 Daily Management focusing on main control points within the order life cycle● Promotion of improvement behaviour to drive excellence● Review and setup of Electronic Data Interchange (EDI) within the Fast Flow department Show less ● End to end (E2E) drive and support on supply chain continuous improvement initiatives● Successful development of Global Order Management Tool with sub-sequential deployment over EMEA and Direct Export Countries ● Cooperate with Global Project team in managing outsourced services for project completion● Following standard project methodologies to ensure delivery of a complete package considering all Philips Excellence Elements ● Completion of all Project Management trainings within Philips University and participation to PMP PMI course● Coordinate Stakeholders and Consultancy team to deliver business requirements in Scrum model Show less ● Successful transition of Dealers and Distributors team from Netherlands to Poland● Drive the team transformation towards digital capabilities through transparency/visibility and data driven decision-making● Monitoring the Key Performance Indicators (KPIs) and take corrective actions to steer and correct● Perform Problem Solving (PS) sessions with the team over the most impacting issues● Coordinate Learn and Sharing sessions between operations and process engineering team● HR management (capacity planning, development of own staff, coaching, performance management)● Coordinate customer orders via merge centres (MC) in accordance with Export regulations, Goods Flow Control Board (GFCB) Show less

  • Supply Chain Leader

    Feb 2022 - now

  • Supply Chain Senior Manager

    Dec 2021 - Feb 2022

  • Supply Chain Project Manager

    Jan 2021 - Dec 2021

  • Supply Chain Team Lead

    Sept 2019 - Jan 2021