Mauro Fumagalli

Formulating the marketing plan for Partnership Credit Cards products based on the company-established volume and profitability goals. Proposing and developing new products. Ensuring periodic analysis of performances of the competitive products and identifying the corrective actions to be taken. Proposing B2C client loyalty and client cross-selling plans, and incentive programs for partners. Optimizing the process, channel mix web/online and offline.

Guaranteeing an effective and efficient operation of the outsourcing processes of telemarketing, inbound Customer Care, back office Prospect telephone management, for the Marketing. Organizing the start-up of new activities in collaboration with the requesting offices, with the definition of the management contracts, operational additions and relative quotes. Where necessary, handling the scouting of new outsourcers. Constant monitoring of the service levels contractually-defined,

Guaranteeing, by means of managing the assigned resources, the correct handling of customer requests, and the reaching of company-defined goals. Supporting the resources in the handling and resolution of problems communicated by the customers. Constantly verifying the reaching of company-defined service levels, the quality of the call response, the accuracy and work of the back office assigned to the Contact Center. Assuring the efficient management of the assigned resources in terms of quality.