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

- Ensure that corporate events are delivered to customers as planned, including special requests - Guest reception, service hosting, supervision and coordination of staff at the hotel restaurant - Responsible for overall customer experience and satisfaction.

During this period, I worked as a freelancer across different domains in various projects and client engagements. Here are the most important ones: • Program Manager at AC Milan Football Club, Milan, 3 years • Event Manager for the Undersecretary of Ministry of Justice, Rome, 3 months • International Business Developer at Head Pumps, Marbella (Spain), 3+ years • Digital Communication Manager at I-D-C, Berlin, 2 years • PR and Communication Manager at Marlen Pens, Sant’Arpino (Italy), 2+ years

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.