Andrea Luschi

Experience

• 

  Sitel

  Jun 2005 - May 2006

  Customer Service

  • Assignation of incidents to higher level of support (L2).• Incoming calls.• Creation of incident and change tickets upon customer request

• 

  Colt Technology Services

  May 2010 - now

  Voice Business service delivery manager • Managing 4 teams of a total of 21 people : 2 teams of order managing 1 team of implementation managing working with partners and 1 team of IT first level support for a customer facing application and API • Improvement in service delivery decreasing SLA of delivery days from an average of 80 days to 25 days and 168% of revenue generated with respect to the target for 3rd party supplier services • Productizing of strategic voice product to extend the footprint outside west -Europe countries, Asia and USA • Productizing of APIs for ordering telephone numbers across different platforms and systems• Support model implementation for API first level support • Cost reduction (36K year) trough process flow optimization • Managed the main business and transformation program during the last 3 years as subject matter expert for strategical programs for voice systems integration and development for the digital transformation in the company • Creation and implementation of financial and productivity reports( including 3rd party suppliers) for the voice business under the scope, KPIs and capacity model Show less • Managing a team of 14 people with financial target 53 Million • Improvement in service delivery decreasing SLA of delivery days from an average of 80 days to 25 days and 168% of revenue generated with respect to the target for 3rd party supplier services • Cost reduction (36K year) trough process flow optimization • Managed the main business and transformation program during the last 3 years as subject matter expert for strategical programs for voice systems integration and development for the digital transformation in the company • Escalation point for Strategic customers voice business like AT&T, BT, Microsoft, Zoom, Ring Central. Acting as single point of contact between customer and Colt during issues on end to end crucial voice business (1M€) Point of contact for delivery organization for regular review face to face with strategic Customers as Microsoft Gamma, Fuze, mainly in UK and Seattle (USA) • Creation and implementation of financial and productivity reports for the voice business under my scope, KPIs and capacity model Show less Ownership and coordination of multiple voice projects over pan European network for VoIP and IN solution • End to end ownership of projects with Microsoft, Sprintlink, T-System, from pre-sale to delivery phase, on an average on 20 projects per year with YoY revenue of 15M€.• Coordination during the delivery phase of the order including Colt and customer engineer test calls • Main point of contact for pan European projects of one of Colt´s biggest customers such as Telefonica, Sprint, KPN, Easynet, Atos • Customer weekly reporting, and weekly follow up with main customers and company stakeholders to discuss projects and incoming pipeline• Support the management regarding process improvement (i.e. suggestion of a parallel work of ordering and delivery for modification on existing services, changing the lead time from 2 weeks to 4 daysI have been awarded with ACE Connect award which is giving to the 1% of the Colt population consider as role model Show less • Billing advisor for reseller unbranded customer south region• Ownership of billing related issues focusing on dispute resolution such as billing address update, legal changes, company takeovers, log and resolve non-fault queries, credit notes, dispute management• End to end ownership in the communication and resolution• Customer relationship management, handling internal and external customer calls and e-mails ensuring to meet response time SLA and follow up and regular communication regarding existing queries• Proactive communication to the management team related to process gaps• Support for the customers all over Europe (UK, Netherlands, Belgium, France, Italy, Spain) Show less

  • Manager

    Apr 2020 - now

  • Team Leader

    Nov 2016 - Apr 2020

  • White label and Reseller Voice Customer Advisor

    Aug 2012 - Nov 2016

  • Customer Service Agent

    May 2010 - Aug 2012