Experience

• 

  Lutech

  Jan 2010 - Jan 2010

  Stage
• 

  Visiant

  Sept 2010 - Dec 2012

  Assistenza clienti tecnica e amministrativa

  Assistant technical and administrative back- officeFASTWEB customer for Business and Residential

• 

  Sirti

  Jan 2013 - Nov 2015

  Activity of Delivery / Provisioning per FASTWEB WHOLESALE technology VDSL/SHDSL/ULL – order management– solve technical problems such as failures / suspensions- solve problems related to customers with direct contacts- order management with Territorial System and Telecom Control activities TELETU Customer in activationManage request from the customer (TELETU) using application Unix (putty)and creation Query with SQL Oracle Activities of Delivery for customer FASTWEB – technology CVP-unique reference Nord Italia - solve technical problems such as failures / suspensions- solve problems related to customers with direct contacts and order management with Territorial System and Telecom

  • Provisioning Manager Specialist

    Oct 2014 - Nov 2015

  • ASSIGNED APPLICATION MANAGEMENT

    Jan 2014 - Oct 2014

  • Network Integrator

    Jan 2013 - Jan 2014
• 

  Lastminute.com

  Mar 2015 - Nov 2019

  Support system Operation (proxy-jira)Support 2 level on Contact a Center contact with the provider switchboard and Local IT of outsource for technical problemManage Contact Center (switchboard Lastminute, used from all outsources)Creation flow and maintenance all IVRS sale-service used in Lastminutework with a PO for found a solution in order to have a better customer experience and design flow in the IVr for the request that arrived from business and Marketing Manage and support on creation users for the Contact CenterManagement and support through a ticket toolto all the staff of LMN group and all the outsources (support for problems on our switchboard, tkt system)Manage provider for the public numbers used in LastminuteTicket system management (creation of users, sender, activation of download rules, etc.)Manage and Support on analysis used SQL application Show less Support system Operation Support 2 level on Contact a Center contact with the provider switchboard and Local IT outsource for technical problemManage Contact Center (switchboard Lastminute, used from all outsource)Creation and maintenance of all IVRS sale-service used in LastminuteManage and support on creation users for the Contact CenterManagement and support through a ticket toolto all the staff of LMN group and all the outsources (support for problems on our switchboard, tkt system)Manage provider for the public numbers used in Lastminute Show less Creation and maintenance Report on productivity inside and outside (call center) for calls and email managedCreation Query for extraction one shot o daily, with sql-VerticaFocal point with Reparto DWH Support helpdesk 1 levelManage Routing for public number sales and service Manage ticket system ( creation users, sender,activation rule of download ecc)Manage outsource(call center) for route calls on your sideManage Switchboard inside with creation campaign-users eccCreation Mail for the outsource and process for Training Show less

  • ICT Application & Operation

    Oct 2018 - Nov 2019

  • Enterprise Services

    Feb 2017 - Nov 2019

  • IT Contact Center Engineer

    Feb 2017 - Nov 2019

  • System Adminiatrator - Operations Management & DataAnalysis presso Lastminute.com Group

    Mar 2015 - Nov 2019
• 

  Sky italia

  Nov 2019 - now

  My Main task are:- Developed and designed (in Authoring Tool)the new functionality IVR (Interactive Voice Response);- Analisys and deployment about the project for enhancement the self Care IVR Channels- Support in the project for the Go Live (With a UAT test and with a check correct flow in the Sibel and Saleforce)- Support to the squad Digital to design conversation Voice and chatbot (virtual agent)- Drafting and analysis of requirements;- Update and publication of IVR audio messages- Review flow process- Management and implementation and monitoring online campane- Data analysis and suggest IVR design solution- Planning of the implementation and go live of the initiatives with a governance of the configuration phases;- Interface with other Company Departments; Show less

  • Manager - Broadband Technology - Project Management

    Mar 2023 - now

  • Coordinator Team IVR Self Care Senior Specialist

    Nov 2019 - Mar 2023