Luca Martini

Experience

• 

  T&T S.n.c. - Studio Toccoli

  Jul 1999 - May 2000

  Administrative Employee - Part Time
• 

  Informatica Trentina

  Sept 1999 - May 2000

  External consultant/intership via T&T S.n.c. - Studio Toccoli - Part Time
• 

  GE.TE.CA. SPA - Gestioni Tessili Cantoni

  Jun 2000 - Dec 2001

  • Manager of logistics and outsource planning office

    Jan 2001 - Dec 2001

  • Administrative Employe

    Jun 2000 - Dec 2000
• 

  GREAD

  Dec 2001 - Sept 2006

  • Sales and System Engineering Manager - Legal Gambling sector

    May 2004 - Sept 2006

  • Shop Salesperson/Manager - IT, Hardware and Software

    Dec 2001 - May 2004
• 

  IPC - Don Milani

  Sept 2004 - Jun 2007

  Teacher/ External Specialist
• 

  CAF ACLI

  Feb 2007 - Jul 2007

  Wage and taxes operator
• 

  Grupo Intercom

  Jun 2008 - Jul 2008

  Administrative Employee - IT Employe - Part Time

  Internship/stage;

• 

  TeleTech

  Jul 2008 - May 2012

  Managed various team in a changing enviroment; covered most of EMEA market and some AMR teams, starting with a little team of 7 people and only one country and growing till at least 40 and around 10 different country (EMEA + AMR);Also Operational Manager Back Up during las year and half;Some of the task:- Processes reengineering/implementation;- Monthly business review with Client;- Coaching/training;- Evaluations and CAP;- KPI management/analisys; Customer care tasks, inbound and outbound calls;

  • Technical Support Supervisor for EMEA Market - Logitech Project

    Aug 2009 - May 2012

  • Customer Service Specialist - Nissan project

    Jul 2008 - Aug 2009
• 

  Ricoh España SLU

  Sept 2012 - Oct 2013

  Managing a Department of around 20 people, giving service to Spain over following processes:- Meter Reading- Billing- Price Increase Task Forces management: managing between 12 and 20 clerks covering pre and post migration actions during implementation of a brand new ERP

  • SSC Contract Management - MR and Billing TL Spain

    Jan 2013 - Oct 2013

  • Financial Back Office Supervisor

    Sept 2012 - Jan 2013
• 

  Ricoh Europe

  Oct 2013 - now

  Consolidated RSS SERVICE MANAGER for EMEA, based in Barcelona Area and previously INTERIM held position of Manager for RGS customer (Ricoh Global Service customer contracts), based in Northampton;Responsabilities includes:- Coordinate team of 30 people and 4 Team Leader managing customer's billing and administrative actions for 20 countries;- Direct handling of Service Management topic related to full Shared Service Centre for 14 countries;- Relationship with Operative Companies high management and expecially all CFOs in collaboration with Shared Service Centre directors;- Manage in addition 2 Project Manager and 1 business analyst, plus additional members/liaisons when needed throughout Ricoh's 3 Shared Service Centres;- Manage service delivery using an evidence informed approach to improve outcomes for our Operational Companies;- Ensure quality of practice meets requirements, obligations and organisational policy and procedures;- Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services. - Manage continuous improvements projects in all areas of RSS (OTC, CTC, MTB, DG) and align with other Shared Services Centers; - Propose, follow and review all initiatives in order to continuously improve performance of RSS (OTC, CTC, MTB, DG) processes and ensure high level of efficiency;- Leadership of key projects in Ricoh Shared Services;- Support RSSs Directors on reporting and analysis of RSS performance and KPI targets achievement;- Provide analysts of Shared Service Center performances and continuous improvement projects updates on at least monthly basis to countries CFOs and Directors. Show less Roles and responsabilities includes:- Direct handling of Service Management topic for 7 counties we provide services from our site in Spain (France, Italy, Spain, Portugal, Belgium, Luxemburg and South Africa) and from 2017 support to additional 7 countries we provide services from our site in UK (UK, Ireland, Netherland, Denmark, Sweden, Norway, Finland).- Relationship with Operative Companies high management and expecially all CFOs in collaboration with Shared Service Centre directors;- Manage 2 Project Manager and 1 business analyst, plus additional members/liaisons when needed throughout Ricoh's 3 Shared Service Centres;- Manage service delivery using an evidence informed approach to improve outcomes for our Operational Companies;- Ensure quality of practice meets requirements, obligations and organisational policy and procedures;- Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services. - Manage continuous improvements projects in all areas of RSS (OTC, CTC, MTB, DG) and align with other Shared Services Centers; - Propose, follow and review all initiatives in order to continuously improve performance of RSS (OTC, CTC, MTB, DG) processes and ensure high level of efficiency;- Leadership of key projects in Ricoh Shared Services;- Support RSS ES Director on reporting and analysis of RSS performance and KPI targets achievement;- Centralize all of the comms for OTC, CTC, DG, MTB matters with all countries RSS ES offer service to;- Provide analysts of Shared Service Center performances and continuous improvement projects updates on at least monthly basis to countries CFOs and Directors. Show less Roles and responsibilities includes:- Manage continuous improvements projects con Contract to Cash area and align all Shared Services Centers;- Implement initiatives in order to improve performance of CTC processes and ensure high level of efficiency;-Leadership of CTC projects in Ricoh Shared Services across EMEA;-Lead, supervise, support and coach the staff that are involved in improvement projects around CTC;-Support Head of CTC on reporting and analysis of CTC performance and targers;-Centralize most of the comms for CTC matters with deployment teams; Show less

  • RSS Ricoh Global Customers Manager and RSS Service Manager EMEA

    Apr 2019 - now

  • Service Manager RSS (EMEA)

    May 2015 - Mar 2019

  • INTERIM Ricoh Global Service Operative Manager

    Feb 2018 - Jun 2018

  • Contract Quality Project Manager EMEA

    Sept 2014 - Apr 2015

  • Ricoh Shared Services - Contract Management Lead (Spain, Portugal & Italy)

    Oct 2013 - Aug 2014