Dennis Giordano

• Consulting and development of projects in the field of Customer Journey and Multichannel Integrations • Analysis and optimization of online sales and customer care processes to increase profitability • Increase the conversation rate by identifying, supporting and guiding warm leads to customers • Binding existing customers with the launch of personalized offer campaigns (up-selling and cross-selling - NBA)

• Expansion of company client base by establishing and encouraging a structured Customer Support team • Creation and implementation of a global CRM attention model for all customer touch-points: emails, online chat, phone calls, webinars and website • Increase of customer loyalty and profitability through the analysis of customer needs, expectations and usage behaviours

Expansion of cultural experience: USA, Europe and South America

• Doubling the inbound marketing revenues by leading all the initiatives and projects of the Cross and Up Selling program NBA • Enhance customers perception during the inbound contacts by using the data of the customers behaviour • Global implementation of Chordiant tool

Leading the Operational Management of the new subsidiary in Spain: contact center, suppliers’ network and definition of loyalty products

Responsible for management and strategies of the contact centre: IVR and agents.

Implemented of emergency service *505 (loyalty program) and B-Matic queuing system in central offices.

Granted scholarship Fundación Lluis Marti I Rague.