Michele Tavani

•Coordination of digital transformation initiatives for Client Service, ensuring continuous alignment between Business, CRM, E-commerce, and IT, facilitating decision-making and project progress. •Gathering, analyzing, and formalizing functional requirements, producing clear and structured documentation to support technical teams and the development cycle. •End-to-end management of UAT cycles: defining test cases, supervising execution, managing defects, and final validation of releases. •Reviewing CS proce

•Design and maintain performance dashboards to support daily, weekly, and monthly governance. •Monitoring SLA and KPI for internal teams and external partners, analyzing deviations and defining corrective actions. •Managing Voice of Client metrics (NPS, CSAT) and producing structured reports for global regions. •Contributing to continuous improvement initiatives through data analysis and operational process review.

•Leading continuous improvement projects focused on efficiency, service quality, and process standardization. •Developing customized reporting tools for managed brands, improving performance visibility and decision-making. •Monitoring external provider performance and supporting governance and quality control activities. •Collaborating with cross-functional teams to identify bottlenecks and implement scalable operational solutions.

•Planning and improvement according to priorities and to monitor CHC performances. •Reporting Continuous improvement and sharing of actionable insights for the Company. •Communicate and share data, actionable insights, and findings. •Profuse Continuous improvement mindset to foster an innovative culture. •Increase standards.

•Designing the Customer Service operating model, defining SLA, procedures, and guidelines for service scalability. •Advanced configuration of Zendesk (triggers, automations, macros, workflows) to optimize request management. •Analyzing user behavior and producing reports to support the product team and strategic decisions.

•Managing critical cases in collaboration with IT and Operations, ensuring quick and accurate resolutions. •Delivering remote and on-site training sessions for B2B clients, creating dedicated training materials. •Supporting the technical onboarding process for new clients and platform users

•Handling complaints for top-tier clients, monitoring SLA, and coordinating with operational teams. •Supporting billing processes in collaboration with the Administration area. •Providing operational support to the Sales team for corporate client management

•Providing technical support to clients for job posting and CV screening. •Delivering remote training sessions on the company platform. •Collaborating with internal teams to improve service quality and user experience

•Providing technical support to clients for job posting and CV screening.