Adriana Maria Quaglia

Develop and manage Mopar Communication Department al EMEA level to promote the after-sales image and maximize opportunities to develop a business relationship with FCA customers through all media channels, ATL/BTL activities, digital marketing, merchandising and CRM.

Design and operate direct interactions with customers through customer service center, mobile and web touch points in order to: - Deliver brand experience and meet customer service expectations. - Maximize the service quality level for brands and markets. - Open new interaction channels and solutions to meet customer needs in any time and place. - Increase post-sales customer loyalty through customer care proactive services. - Develop a selling-oriented approach for post-sales processes.

Design, develop and manage new customer interaction capabilities providing consistent service across all contact media and extending CRM, marketing and sales processes to any channel handled with direct accountability on social media customer management and mobile customer interactions.

Design and operate direct interactions with customers through customer service center, mobile and web touch points in order to deliver brand experience and meet customer service expectations.

- Design and manage direct interactions with FGA and CNH customers through channels to deliver brand experience, increase sales and fulfill customer needs in their favourite way, time and place along distribution channels. - Develop and manage FGA and CNH prospect customers through channels in order to increase the sales of vehicles, parts and services

Developing and managing managerial and professional competences for VF Italy people and relevant learning processes both at strategic and executional level. Specific focus on learning as a cultural and organizational change management lever. Leading the professional training community (about 120 trainers) with functional responsibility. Playing a primary role in the VF Worldwide Learning Function.

- Design and develop the national customer care learning strategy - Manage the customer operations' training function on a national basis with particular focus on internal trainers' skills' development (60 people) - Develop and manage customer care people skills (skills' framework, gap analysis, skills' evaluation and skills' development)with a strong focus on professional identity - Change management plans and execution - Manage customer operations' internal communication

- Develop crm processes and customer management procedures in terms of consumer products and services - Develop and manage technical and behaviour training for customer cares - Manage consumer crm processes in the knowledge management organisation

- Manage inbound customer relationships and prospects' interactions - Manage customer complaints - Develop and manage customer services' start ups (International Customer Service and Network Quality Service)

Manage customer acquisitions - Manage dealer support service (Direct management operational workforce: 80 people)

Manage the Ivrea Call Center training department - Develop and manage the Call Center training plans

- Planning and delivering technical and behavioural training both on new hires and employees (about 700 people trained)

Planning, organizing and executing communication and external relations campaigns for Mulino Bianco Barilla, Lavazza, Sitia-Yomo, Consorzio Promozione Caffè, Associazione Industrie Dolciarie Italiane, Associazione Bieticola Saccarifera Italiana, Nestle’

Organisation and managing trade marketing campaigns and media planning for customers (e.g.: Lenti, Società Italiana del Vetro, Vogliazzi)

Managing advertising campaigns and special events for customers (e.g.: CCIAA Torino, Cantieri Benetti, Zust Ambrosetti, San Paolo Hambros, F.lli Carli, Agnesi, CCIAA Imperia)

Business development and marketing plans for a high-tech information system

Assistant to the Italian Commercial Manager of Claude Montana griffe - Milan show room bureau