Eva Pizzi

Experience

• 

  ASMWS

  Sept 2010 - Jul 2014

  Project Manager at ASMWSType of business: Software development (web sites and mobile Applications)Main activities and responsibilitiesIdentify resources needed and assign individual responsibilities.Manage day-to-day operational aspects of a project and scope.Apply methodology and enforces project standards.(ITIL and Agile)Minimizes exposure and risk on project.Manage, motivate and support the team involved with the project Organize team work, prioritize activities, and manage the relationships with customers, supervising the respect of Service Level Agreements (SLA).

  • Project Manager

    Sept 2010 - Jul 2014

  • Service Desk Manager

    Sept 2010 - Jul 2014
• 

  H&M

  Jul 2014 - Aug 2017

  Customer Service Team Lead Italian Market

  Barcelona Center provides excellent customer service to H&M southern Europe Customers purchasing on-line and in stores.What does a Team Coach do?- Customer oriented and inspired other to do so- Team development through coaching and feedback- Takes care of CS operations daily - Find and develop new procedures to increase CS productivity and efficiency- Follow up on KPIs, set SMART goals- Identify and develop people's potential - CS Traffic Management - Help in creating and follow up on schedules- Recruitment of new colleagues/ Support in HR duties - Provide Trainings and Workshops to ensure constant improvement. Show less

• 

  Sanofi

  Aug 2017 - Aug 2018

  Service Level Manager Global Customer Service

  Within a Major Transformation Project inside Sanofi, the Service Level manager is:- in charge to deliver qualitative and quantitative performance KPIs, reports and monitoring for Customer Service stream.Also responsible for the deliverables in consistency with architecture guidelines. This includes to:• Lead delivery on business side in alignment with architecture guidelines and solutions feasibility: designing detailed stream end state (processes, KPIs) and defining the detailed business requirements• Get an alignment on business end state with the SMEs network, create momentum and get buy-in on the business target and initiate change management• Contribute to domain business case and roadmap on its stream• Lead stream test plan and validate the stream business target provided by solutions Show less

• 

  Louis Vuitton

  Sept 2018 - Mar 2023

  Client Service Performance Manager Europe

  As Performance Manager my main mission is to guarantee that our CSC Operations are set up for success in order to exceed internal KPIs (quality, profitability, clienteling and sales) for Louis Vuitton’s European Client Service Centre.Among my main responsibilities:- Reporting to the CSC Director, direct line management of the Workforce Manager, 2 Business Analyst and a Supply Chain Coordinator- Forecast of CSC Budget (expected revenues, number of FTEs needed, contact volumes, AHT) at European and country level in partnership with digital EMEA team- KPIs design for CSC at European, team and individual level together with management team- Support the CSC management team in order to succeed in their targets (revenues, service levels, quality, client satisfaction) through workshops and coaching- Development and constant improvement of current CSC reporting tools, collaborating with global team- Perform impact analysis of business major changes- Ensure the year is proactively organized to maximize staff presence when needed based on business needs and seasonality- Identify, propose and defend new projects where CS efficiency or client experience can be improved Show less

• 

  Christian Dior Couture

  Mar 2023 - now

  Director of Client Services