Fabrizio Raimondi

Experience

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  NSA International (Water Filtering Industry)

  Feb 1994 - Oct 1995

  Customer Order Assistant Manager

  Responsible for planning, coordinating and monitoring activities of employees engaged in Order Management, Training Development and Operational Reporting

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  HP

  Oct 1995 - Dec 2011

  Responsibilities:- Manage ESSN Warranty Budget ($210M)- Manage extended ESSN WTY team and report ESSN Warranty operational & financial performances- ESSN Warranty & TCE Control Tower:­ Guide and monitor Service Delivery to achieve predictable & optimized warranty costs­ Contribute to meet or exceed GBU profitability needs ­ Contribute to achieve industry leadership in customer loyaltyKey results:- 50% reduction in Enterprise products’ warranty cost as %Rev through tailored outsourcing of call center activities, strategic focus on lower cost support delivery (ex: Customer Self-Repair), optimization of competitive warranty T&C’s, improvement in customer’s issues diagnosis and root-cause identification process Show less Responsibilities:- Manage EMEA Storage in-house & virtual support engineers (expert/master and supervisor level) with a clear focus on warranty cost, teams’ productivity and processes efficiency- Establish and manage budget (up to $3M) with full cost location responsibility- Translate business requirements into operational strategyKey results:- Increased Call Center’s First Time Fix rate (avg. +30%), decreased Overall Solution TAT (avg. -20%), increased Remote Resolved Rate (avg. +30%) and reduced L1-to-L2 escalation rates through enhanced troubleshooting documentation, customized technical training and improvements in operational processes- Overachieved FY financial plans both vs. yearly budget and quarterly flash targets- Increased employee’s engagement through redefined career development path and tailored webinars around individual contribution to aggregated company’s objectives and results Show less

  • EMEA Warranty Manager for Enterprise Storage & Server (ESS)

    Jun 2007 - Dec 2011

  • EMEA Warranty Manager for Storage Work Division (SWD)

    Jul 2005 - May 2007

  • EMEA Warranty Manager for Industry Standard Servers (ISS)

    Nov 2003 - Jun 2005

  • EMEA Customer Contact & Competency Center Manager

    May 2001 - Oct 2003

  • Supervisor Call Center Operations

    Dec 1999 - Apr 2001

  • Team Leader Call Center Operations

    Nov 1997 - Nov 1999

  • Customer Care Technician Lead

    Oct 1995 - Oct 1997
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  Hewlett Packard Enterprise

  Jan 2012 - now

  Responsibilities:- Provide project/program management governance to enable GreenLake Managed Services ITOCs delivery readiness for Rockstar/High-touch New Product, New Service and New As-a-service Introductions- Translate new service definitions into GMS ITOCs delivery readiness plan, managing capability/capacity planning, coordinating tooling integration activities, contributing to Global Remote Support workflow and supporting Corporate Product Service Manager with Service Delivery Guide productionKey Results to date:- 100% on time delivery readiness for released offerings: VMaaS, CaaS, VMCaaS, HPCaaS, SAP PÉ CDC, PCE, MASHCI Managed Platform, ISV OpenShift, Managed IT Compliance, Managed Hybrid Cloud Economics Show less Project 1 | WIPObjective: Prevention of commodities supplier issues on future generation compute products through changes in suppliers, sub-suppliers and HPE pre-release design processKey sponsors: SVP & GM Compute (executive sponsor), VP TCE&Quality (project sponsor)Project 2 | WIPObjective: Reduce and shift-left outage rates for future generation compute productsKey sponsors: VP Compute (executive sponsor), Director Compute Quality (project sponsor)Project 3 | WIPObjective: Identify, scope and implement product/solution quality metrics in the As a Service modelKey sponsor: VP Compute and Storage Quality (executive sponsors), Director Compute Quality (project sponsor) Show less Responsibilities:- Strategy Planning & Strategic Initiatives Management- Manage organization budget performance (HC/labor plan, Total Cost of Workforce)- Support definition of Customer Satisfaction improvement/investment areas with highest ROI through predictive analytics and actionable intelligence - Program manage the overall Enterprise Group Customer Experience Improvement Plan by designing, implementing and governing work stream activities and engagements with all functional areas- Analysis of the Voice of the Employee data, working with the leadership team to develop and execute improvement action plan- Orchestrate All Employee Meetings across the Customer Experience & Quality organization to ensure key priorities and initiatives are communicated to the broader organization- Managing Leadership Team’s weekly staff callsKey results:- Avg. +25% in Account Loyalty Index for EMEA and APJ Global Accounts, +10% AMS Accounts- Reduced organization’s cost on avg. 15% YoY for last 3 consecutive years- Created ‘Know Me’ strategic initiative to strengthen strategic partnership with key accounts- Improved employees engagement index (+20%) through webinars on organization’s strategy Show less Responsibilities:- Elaborate and manage the yearly fiscal budget plan (alignment to assigned allocations for all OpEx and CapEx) and the Regional monthly forecasts- Manage inter-departmental cost transfers and coordinate hiring strategies- Assess and improve Business & Technical Escalation Processes, eliminating waste and increasing efficiency for internal and external customers- Build and manage functional relationship within the Business Groups and the Technology Services teams to support customer focused strategiesKey results:- Reduced escalation rate through Best Practice initiative and hand-over process enhancement Show less

  • Global NSI/ASI GMS Delivery Readiness Program Manager, HPE Services

    Jan 2021 - now

  • Quality Program/Project Manager

    Mar 2019 - Dec 2020

  • EG TCE&Q Strategy and Operations Lead

    Jan 2014 - Feb 2019

  • Operations Manager, EG Global Business & Technical Escalation Team

    Jan 2012 - Dec 2013