Alessandro Colombo

Experience

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  Stream Global Services

  Nov 2009 - Oct 2011

  • Back Office Assistant Unicredit

    Oct 2010 - Oct 2011

  • Back Office Assistant Samsung

    Nov 2009 - Oct 2010
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  Parole e Dintorni srl

  Jan 2013 - Sept 2013

  Stager Press Agent

  - Targeted communication creator published on the main newspapers- Press review - Press releases - Press conference organization for customers and journalists- Event planner

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  Combel s.n.c.

  Jul 2013 - Dec 2014

  Executive Assistant
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  IKEA

  Oct 2015 - Aug 2021

  • Coordinate service support department, claim and billing task.• Be an integrated part of the daily Customer Support Centre operations sharing knowledge and supporting Generalists to handle and finalise the enquiries to deliver a world class experience.• Work actively to gain and maintain a high level of expertise in one or more designated specialist areas within a Customer Support Centre.• Be an active counterpart to stakeholders outside the Customer Support Centre connected to the area of expertise, (e.g. Sales leader, Customer Fulfilment Responsible, Service Provider) to always keep the specialist knowledge up to date.• Secure that all information within the area of expertise, both co-worker and customer facing, is relevant and up to date in all information sources.• Actively suggest improvements in order to enhance both the co-worker and customer experience to achieve the business goals.• Understand the unit action plan and actively contribute in achieving the goals.• Responsible for organising communication and reporting of progress towards all relevant stakeholders through all stages of the multichannel network development initiatives and taking needed actions. Show less • Responsible to give effective after sales assistance to our customers within the defined guidelines and procedures• Manage delivery orders, finishing of assembly, inspections and creation of returns goods to store • Manage service malfunction claims solving problems providing solution• Fulfill daily business tasks in line with operational routines, regulations and guidelines. • Train CSC unit on multichannel transformation programme as multichannel ambassador• Conduct trainings within area of expertise for Customer Support Centre co-workers. Show less • Understand the unit action plan and actively contribute in achieving the goals.• Provide fast and easy support in all customers contacts using the specifics of the contact method.• Actively build rapport with customers by being empathic, helpful and providing a solution that satisfies the customer.• Balance customers' expectations and service level goals by dealing with customers in an efficient and effective way.• Verify and document customer information in applicable systems, with high quality and in a trustful way.• Fulfill daily business tasks in line with operational routines, regulations and guidelines. • Offer additional buying opportunities by informing the customers about choices available in our product and service range to fulfill their needs.• Actively seek for new information to develop my knowledge to always be up to date.• Conduct trainings within area of expertise for Customer Support Centre co-workers.• Ambassador Multichannel Transformation Progamme• Train The Trainee Sales and Support Show less

  • Customer Support Coordinator

    Dec 2018 - Aug 2021

  • Co-Worker Specialist Customer Resolution

    Sept 2017 - Dec 2018

  • Co-Worker Train the Trainee Sales Support

    Oct 2015 - Sept 2017
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  Iper La grande i

  Aug 2021 - now

  • Coordinate Customer Centricity department• Team management• Project Manager Salesforce Service cloud: responsible for the development of the reporting management system through the defined touch points• Project Manager Salesforce Service cloud voice: responsible for defining the requirements for the phone channel• Project Manager survey’s tool: responsible for the selection and development of the tool dedicated to the Voice of Customer. I define the survey delivery strategy with the aim of providing useful insights to the company• Define and supervise team KPIs (NPS, CSAT, CES, Avarege Handle Time, First Contact Resolution, Time To Respond)• Define reports and dashboard for all the units involved on our daily work Show less • Manage the omnichannel Customer Care Service, implementing new contact channels and improving the existing process• Produce recurring reports of the Customer Experience• Ensure efficient teamwork assigning daily activities, monitoring productivity and balancing the workload levels • Collaborate to implement and improve activities, best practices and streamline processes• Create tools and procedures to measure the effectiveness of customer care• Work to improve performance KPIs Show less

  • Customer Centricity&Service Manager

    Feb 2022 - now

  • Customer Centricity&Service Specialist

    Aug 2021 - Feb 2022