Michele Scotellaro

Support the team with concept development of new features as well as improving the current products (web & app). Work closely together with the product manager and give support with project management and coordination. Build reports in collaboration with the product manager to continuously monitor and optimize the performance of the product. Work closely with different departments in all markets to understand their requirements and needs.

Contact person for the Lesara customers via telephone, E-mail or service chat (Live). Customer service and care for questions regarding products, shipment and returns, payment as well as customer complaints. Receive, answer and when necessary forward support inquiries per telephone, E-Mail, and service chat (multi-channel). Independent complaint processing and answering. Maintain customer and master data in CRM System. Additional tasks in the department of customer service and care.

Team management (3 resources). Responsible for functional analyses of software features as requested by customer and CR enhancements. Onsite support: Proactive monitoring and issue management. Created detailed design specifications for clients and end users including IT change management, production support issues, and customer acceptance testing. Working with Delivery Centers (Italy and India). Reviewing technical analyses/documentation that meet the clients expectation and high standard quality.

Team management (Small group of 2 resources: 1 designer and 1 developer). Responsible for the design of the apps’s concept, roadmap and wireframes. Functional and technical analysis writer. Testing plan writer. Technologies involved during development: Ruby on Rails (backend), Objective­C (frontend), PostgreSQL and Redis (DB).

Team management (2 resources). Responsible for technical analyses of software features as requested by customer and CR enhancements. Onsite support: Proactive monitoring and issue management. Created detailed design specifications for clients and end users including IT change management, production support issues, and customer acceptance testing. Working with Delivery Centers (Italy and India). Writing and reviewing technical analyses that meet the clients expectation and high standard quality.

Responsible of two new employed programmers. Onsite support: Proactive monitoring of real time and batch processes, incident management. Application Maintenance: preventive fix of software issues and programming and implementation of customer change requests. Technical analyses writer. Working with Naples (Italy) Accenture Delivery center.

Software programming. Support for Change Management processes. ETL programming (IBM WebSphere Datastage). Test for QPI analyses.

Not completed.