Daniele Voltattorni

Allocated at Great Lakes Insurance SE: • Initiated in-house complaint management for the Italian market • Managed escalated complaints via European Alternative Dispute Resolution (ADR) bodies and Ombudsman • Supported governance of Managing General Agents (MGA) and Third Party Administrators (TPA) in the EU • Conducted root cause analysis and implemented corrective actions • Prepared regulatory complaint reports for IVASS (Italy) and BaFin (Germany) as well as internal reports for the Board of Directors.

• In charge for the World-wide 24/7 roadside assistance for MAN Truck & Bus • Operating within both frameworks TÜV's MS Standard Service Quality and ISO 9001 • Reporting of complex operations in the truck automotive and insurance industries • Ensuring response time SLA and KPI are met • 1st escalation point and coordination of the 2nd level support • Coordinating live operations of more than 100 employees in 16 different European locations • Tutoring agents and external providers on process related matters

• Supervised daily event operations for up to 200 guests (business and private customers), coordinating the restaurant team and managing guest relations to ensure a superior customer experience.

• Led end-to-end communication and PR campaigns, covering needs assessment, strategy, execution, and performance tracking. • Managed multiple projects, mentored teams up to nine members, and delivered high-impact results, including a 3-year PR program for AC Milan’s youth events and high-profile events for the Italian Ministry of Justice. • Supported international business development, e-commerce launches, and brand awareness campaigns in Italy, Spain, and Germany for established companies and for startups.

Passed with honors, held by Prof. Robert J. Shiller, Nobel Laureate

The final thesis “Integrated plan of communication to enhance stakeholders’ perception: the case illy Caffé’s University of Coffee” was published in 2012 by FrancoAngeli, Milan.