Alberto Scaravilli

Main point of contact for the BPO’s teams. Responsible for vendor’s KPIs, escalations, issues identification and training. - Managing BPO performance for key metrics: costs, SLAs, CSAT, quality. - Providing feedback to the vendor to improve performance and increase customer satisfaction. - Defining CX strategy for pre- after- sales, 1st and 2nd level as well as partner technical support over email, chat and phone in 6 different languages. - Coordinating headcount and coverage, streamlining the workflow.

Currently leading a customer support team of 6 people from five different nationalities operating at EMEA level. I strive to constantly offer a best-of-breed customer experience. Responsible for streamlining the workflow between the central and the outsourced support teams. Experienced technical trainer and project manager I also own the accuracy of technical documentation across departments, such as the support help center, as well as marketing material.

Product consultant and technical customer support specialist for Italy, UK and DACH area "Allround" knowledge of product and deep understanding of customer needs Responsible for internal training and external training for Italian market Market analysis and involvement in development of products and apps Responsible for translation of technical documentation

- Product specialist DACH area for electromedical devices (ECG, Holter, ...). - Responsible for technical customer service for German speaking countries and the Netherlands: - Customer support (phone, email, face-to-face) - Technical training - Analysis and redesigning of processes in the customer service and technical department. - Product Manager for patient monitor product line

- Support to the technical department for particularly demanding and extraordinary issues, interfacing with production department and product managers. - Management of particular services such as validations, qualifications and tests. - Coordinator for training activities to the internal and external technical teams. - Technical support to marketing and sales departments.

- Responsible for communication between company and consumers, commercial partners and service centers - Support to the technical department for particularly demanding and extraordinary issues, interfacing with production department and product managers. - Technical support and consulting service to customers (phone, e-mail. face-to-face)

- Customer service: responsible of communication between company and consumers, commercial partners and service centers - Logistics: control of storage processes Reorganization of human resources Optimization of warehouse layout and processes - B.U. Professional: responsible of the project “Lavanderie condominiali green” (apartment house laundry)

- Optimization, control and managing of the company’s logistics - Reorganization and optimization of the production process and of the bills of material - Managing and control of orders for construction sites and controlled atmosphere plants