Mariangela Terlizzi

Experience

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  SIXT

  Nov 2015 - May 2019

  Sales agent

  Identify customer needs to generate additional sales through Upselling and cross-sellingB2C direct sales.Monitor sales and customer service results weekly

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  Enterprise

  May 2019 - Sept 2021

  Account manager

  Prospect and attract B2B clients throughout the sales fullcycle, generating growth in the client portfolio and promoting retention and loyalty.Analyze sales metrics: leads, accounts won, lost, etc.Lead and drive the performance of a team of 20 people, to achieve sales and customer service objectives, providing advice, training and monitoring KPIs on a weekly basis.Worked with a customer-centric approach to exceed in customer satisfaction, with a monthly SQI (Service Quality Index) goal of 90%.Document and monitor customer problems, feedback and resolutions through CRM. Mostrar menos

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  Barcelona Premium

  Jan 2022 - Mar 2023

  Digital Customer Success Specialist

  Assist customers in troubleshooting and product support via email, chat and telephone.Manage administrative operations and carry out process control using the ERP systems Spiga, Quiter and Trello.Collect customer feedback and be the voice of the customer internally, in cross-functional collaboration with other after-sales departments.Coordinate internal teams to ensure the joint success of the service provided to the customer.Track sales tasks.

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  ShBarcelona | Inmobiliaria

  Mar 2023 - May 2024

  Customer Success Manager

  Advise a portfolio of +300 clients, building and maintaining solid relationships through continuous support and monitoring.Responsible for improving the customer experience by optimizing processes, implementing best practices and promoting the use of SaaS as a regular tool.Manage renewals and expand customer subscriptions by preparing offers, negotiating prices, and documenting relevant information.Hold regular meetings to monitor upselling, customer satisfaction levels, unpayment rate and churn rate. Establishing strategies to enhace the NPS higher than 8,5, unpayment rate below 1% and churn rate lower than 3%.Record and keep customer information, status, documentation and contracts up to date in the CRM. Mostrar menos

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  Hr bot factory

  May 2024 - now

  Sales Representative