Stefano Valente

Leading the Training department within the CS organization

Main responsibilities: > Establish and maintain solid workflows, roles and tasks for creating and maintaining content in the European Knowledge Bases (German, French, Italian, Spanish). > Maintain communication flows with relevant stakeholders. > Develop a roadmap with timelines and milestones for the expansion of existing Knowledge Bases and the implementation of new Knowledge Bases. > Monitor and increase the usage of the Knowledge Bases amongst the users. >Develop and maintain solid reporting.

Management of high-quality content, content-related projects on a European level (i.e. implementation of a CMS. Execution of communication trainings for CS agents and the analysis of metrics on the Customer Satisfaction.

Defined the tone, voice and branding of the Italian site by revising all content created for the Italian site in term of quality and clarity. Supported the Marketing team by creating content for new features, marketing campaigns, user guides. Managed the localization processes.