Stefania Grassi

Independent operational management of a client portfolio across more than 10 European and non-European markets. • Portfolio of approximately 30 regular clients and over 500 one-off clients per year (EU: Germany, Austria, France, Poland, Greece, Spain; non-EU: USA, Colombia, Ecuador, Canada, Turkey, Australia). • End-to-end order management: collecting requests, contacting suppliers, delivery notes, customs formalities (Incoterms DAP and EXW), invoicing. Average order value: ~€5,000.

Technical support and training for corporate clients in the retail sector • First-line support for hardware and software in Spanish, German and English; ticket management in Erizone and ServiceNow. • Onboarding and training of users on new applications and software updates, resulting in a significant reduction in recurring tickets. • Hired to resolve a critical delay with a Polish client operating numerous stores in Spain: within a few months, weekly ticket management returned to within SLA parameters.

Management of training and relations with SEAT importers in over 8 European and non-EEC markets. • Comprehensive management of the Volkswagen Group’s proprietary LMS: a catalogue of over 20 mandatory courses, a virtual campus, and multilingual content for online and hybrid courses, serving European and international dealers. • Adaptation and translation of training materials into IT/ES/EN/DE. Quarterly reports on training KPIs. • Coordination of international virtual meetings with SEAT importers.

Classroom-based training on customer service, communication and conflict management for front-line teams. • An average of 2–3 weekly sessions of 7 hours each, for approximately 9 months a year; approximately 1,300 hours of training delivered over three years to more than 200 participants. • Average course evaluation score: 8.7/10. Tailor-made content design using innovative and adaptive teaching methods.

Management of relations with the media and international importers in four languages for European markets. • Coordination of events for the international press (Geneva Motor Show, test drives, lifestyle events); drafting and translation of press releases, invitations and presentations in IT/ES/EN/DE.

• Secondment to Volkswagen Group Italia (Verona) from SEAT SA: implementation of communication strategies for the Italian market; coordination of local suppliers. • Management of international payments; coordination of suppliers and the media centre.

Design and delivery of soft skills training courses for all business areas within the Group. • ~700 hours delivered as a classroom trainer; 2 two-day courses per week (8 hours per day), from October to July; 12–20 participants per course. • Analysis of training needs by department, development of bespoke action plans. Daily use of SAP HR. • Responsible for joint international training with Audi and Volkswagen in German.