Giovanni Baldinu

• Guide the business leaders on the emerging technologies, digital trends and infrastructure advances that are relevant for the organization’s mission. • Lead effective demand and capacity management processes to make IT project portfolio decisions that maximize strategic benefit. • Manage the acquisition and promote the adoption of new digital technologies. • Build a knowledgeable, effective and trusted organization combining strong technical competency with effective consulting and customer service skills

• Ensured successful delivery of consulting services, particularly through effective engagement and customer management. • Managed the workload to ensure optimal resource utilization and execution. • Improved relationships and collaboration with channel partners and alliances (T-System, Dimension Data, Telefonica, Avaya) by continuously innovate and grow through cooperative development and a tailored sales strategy.

• Recovered the online sales conversion rate from 4% to 9% and improved customer loyalty by delivering a new Omni-channel solution in line with the Luxottica Group vision. • Aligned the company to the digital customer and market expectations and accelerated the bidding process on architectural projects by 25% as result of technology benchmarking and adoption of innovative IT solutions. • Created a culture of innovation and inspired and motivated the team by building a true meritocracy and rewarding plans.

• Lead the implementation of the Contact Center Operation for a wide range of organization (PortAventura, Grupo Planeta, Sellbytel, RACC) keeping the time and cost deviation in a range of 5-10%, managing a team of over 10 resources. We shortened the overall process operation by 40%, improved efficiency and increased cash collections by 30%. • Designed and implemented an innovative “Citizens Care Service” at Gijon Municipality.

Offshored development activities to Manila (Philippines), acted as functional manager of a team of 12 Developers and 5 Campaign Controllers. • Created a unique strategic portfolio of solutions that opened the door to new business opportunities to Sales & Ops team. Implementations: Pfizer, Telenor, Tele2, Samsung, BestBuy, Cigna, Amex. Defined, designed and delivered a tailored application for an innovative credit collection process for the retail business of Banco Santander.

I was responsible for analyzing and eliciting business requirements of internal as well as external stakeholders and translate these into strategies that ensure better user experience and an increase of revenue for Transcom’s fast-growing Credit Management and CRM business unit.