Francesca Pellitteri

Experience

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  Next - Nuove energie X il territorio

  May 2012 - Dec 2012

  Assistant Director

  - External management and Development of a Sicilian Region web establishment system for the management and monitoring of the projects financed by the FSE operational program - Support to the Project Director's tasks - Direct contact with stakeholders and project participant - Team Coordination- Employee Recruiting

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  Wonderful Italy

  Sept 2013 - Mar 2018

  Costumer Relationship and Operation Manager at Wonderful Italy SRL

  In my role as Customer Relationship and Operations Manager, I was responsible for the research, acquisition, and preparation of properties for tourism use, ensuring they met high standards for guest satisfaction. My key responsibilities included: • Providing exceptional customer service and compliance support, ensuring that all guest needs were met promptly and efficiently. • Supervising maintenance activities to uphold property standards and address any issues that arose. • Coordinating departmental tasks, managing teams and operations to achieve the highest goals in hospitality and customer support. • Overseeing the quality and quantity of supplies to ensure all properties were well-equipped for guests. • Developing and communicating Standard Operating Procedures across the company to maintain consistency and quality in service. • Recruiting and training new staff, ensuring adherence to company policies and procedures to create a competent and effective team. • Driving innovation and improvement in guest satisfaction by delivering extraordinary customer service and addressing feedback. • Managing the Property Management System, streamlining booking processes from initial reservation to check-out while providing 24/7 support for any issues or requests. • Effectively solving problems related to last-minute changes, ensuring a smooth experience for both guests and staff. • Overseeing the property’s photography services and creating user manuals to enhance the guest experience.Through these responsibilities, I successfully contributed to creating memorable experiences for guests while optimizing operational efficiency. Show less

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  Interstudioviaggi

  Jun 2018 - Aug 2018

  Director Assistant and Hospitality Manager

  As a director assistant, I worked with groups of over 200 students on study vacations in England. I handled various responsibilities, including managing bookings, cancellations, and last-minute requests. I supported the activity leaders in organizing trips and educational classes, ensuring every detail was in place for a smooth experience.I was also responsible for budgeting and booking tickets for museums and protected areas, allowing students to explore cultural sites without any hassle. My role involved providing 24/7 customer support and risk management to address any concerns that arose during their stay.Additionally, I coordinated departmental tasks to ensure the overall organization of the college, including managing the canteen, overseeing cleaning schedules, and setting up activities. This experience has strengthened my ability to work in fast-paced environments while ensuring a positive experience for all students. Show less

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  Amazon

  Jan 2019 - now

  I help brands and advertisers maximize their advertising performance on Amazon Ads. As an Account Performance Manager, I manage a portfolio of clients (Standard and High-Value advertisers) and optimize their campaigns across Sponsored Ads (SA) and Demand-Side Platform (DSP) to ensure they achieve their business goals.What I Do:• Analyze campaign performance and implement data-driven strategies to enhance results.• Collaborate with advertisers and internal stakeholders to define effective, tailored advertising strategies.• Monitor key performance metrics and provide detailed reports with actionable insights for continuous optimization.• Work closely with Account Management, Sales, Marketing, and Product Teams to troubleshoot issues and improve advertiser performance.• Develop SOPs, best practices, and innovative frameworks to enhance campaign optimization processes.Key Skills:✔ Digital Advertising Strategy✔ Performance Analysis & Optimization✔ E-commerce Growth✔ Campaign Management (SA, DSP)✔ Stakeholder & Client Management✔ Data-Driven Decision MakingGoal: Driving advertiser success and contributing to business growth through innovative, data-driven advertising strategies. Show less In my role, I focus on the analysis and documentation of quality metrics, ensuring that root causes are effectively communicated to operations. My responsibilities include: • Deep diving into quality metrics to meet our goals by initiating containment and corrective actions when necessary. • Conducting audits of internal administration to ensure compliance with plans, policies, and service level agreements. • Leveraging internal tools and processes to track and report status updates to business partners and leadership, ensuring transparency and alignment. • Reporting key trends through detailed analysis and collaborating with stakeholders to share critical insights, facilitating informed decision-making for further actions. • Identifying root causes and areas for improvement within the audited processes to enhance overall effectiveness. • Providing innovative ideas for process improvements aimed at boosting efficiency, quality, and the customer experience.This structured approach allows me to contribute meaningfully to the organization’s success while continuously striving for excellence in all operational aspects. Show less I am responsible for identifying barriers faced by Amazon’s Sellers and Associates, providing effective solutions, and driving change through business improvement initiatives. My key responsibilities include: • Responding to support requests from Account Managers in real-time, including Seller escalations and Andon cords, while offering educational insights to achieve first contact resolution and ensure a remarkable, consistent seller experience. • Collaborating with the Business Team to identify and address areas for improvement, ensuring that our strategies align with business needs and objectives. • Writing business documents to discuss and evaluate the organization’s goals and requirements, facilitating informed decision-making. • Managing team performance by developing coaching plans and implementing actions to enhance team metrics and overall results. • Analyzing pain points to drive improvements in the Seller Partner experience, ensuring we meet and exceed expectations. • Handling escalations to leadership and stakeholders, ensuring timely resolution of issues and maintaining strong communication channels. • Conducting weekly business reviews where I provide data and analysis on the most impactful topics and pain points, driving strategic discussions and actionable insights.Through these initiatives, I strive to foster a culture of continuous improvement and enhance the overall performance of our team and the experience of our Sellers. Show less I provide comprehensive technical assistance and account management for Amazon Selling Partners. My key responsibilities include: • Delivering technical assistance and managing accounts for Amazon Selling Partners, ensuring they receive the support needed for success. • Effectively solving problems to address issues quickly and efficiently, preventing negative impacts on account functionality and ensuring smooth operations. • Analyzing and improving pain points within the seller experience to enhance overall satisfaction and foster long-term partnerships. • Providing exceptional customer support, addressing inquiries and concerns to maintain high levels of satisfaction. • Ensuring compliance support, guiding Selling Partners in adhering to policies and regulations to mitigate risks. • Acting as the point of contact for team metrics, tracking performance indicators and collaborating with team members to drive improvements. • Serving as the engagement point of contact for external initiatives, facilitating communication and collaboration with stakeholders to enhance program effectiveness.Through these efforts, I am dedicated to creating a positive experience for Selling Partners and contributing to the overall success of the organization. Show less

  • Account Performance Manager - Amazon Ads - WW LCS

    Jan 2025 - now

  • Quality Account Manager

    Feb 2022 - Jan 2025

  • Team Advisor at Amazon

    Aug 2021 - Feb 2022

  • Amazon Seller Support Associate

    Jan 2019 - Feb 2022