Giuseppe Aniello

• Responsible for enhancing efficiency and reducing costs by analysing and improving business processes for the Partner Care. • Develop a comprehensive knowledge base, and SOPs, empowering 160 Partner Care specialists to provide high-quality support to Zalando partners across Europe. • Foster effective coordination within the Partner Care team and internal departments, streamlining processes and ensuring partner satisfaction.

• Creation and maintenance of Salesforce Knowledge base articles and flowcharts for partner care specialists. • Successfully coordinate approximately 80 Partner Care specialists across 11 markets, for delivering support to partners, in local languages. • Implement Lean Six Sigma principles to enhance internal processes, reducing complexity, cutting costs, and fostering cross-team cooperation to better support partners.

• Built and scaled localised B2B support in 11 markets, by ensuring seamless on-boarding and coaching for approximately 80 partner care specialists to enhance their skills. • Localise and maintain Partner Hub contents in multiple languages, ensuring partners' accessibility and monitor the engagement by using google Analytics. • Effective stakeholder management, fostering collaboration and synergy across departments to provide effective and quick support for Connected Retail partners.

• With other two team managers, I was responsible for 45 individuals, and in charge to lead and develop a group of 15-20 direct reports, a senior specialist and a quality specialist, fostering cooperation, team spirit, and implementing disciplinary measures when necessary. • Effective employees recruiting and management, resulting in high retention rates and frequent promotions of team members. • Daily and weekly steering to achieve KPIs, and optimise the customer experience.

• Fostering smooth communication between 80/100 specialists, 6 Seniors, and 5 team leads • Supporting the lead with steering, recruiting, and on-boarding newbies while delivering valuable training, coaching, and technical assistance. • Handling escalations to ensure customer satisfaction, and contact person for stakeholders

Bachelor's degree Field Of Study Foreign Languages, Literatures and Cultures Main skills acquired: - Knowledge of French and Spanish Language and Literature - Knowledge of Italian Literature, General Linguistics and Philology - Study of philosophical, historical, artistic, geographical disciplines - Proficiency in managing computers and other tools of telecommunication Degree thesis: "Comparative analysis of Spanish academic and Regional South Italian texts".