Stefano Zanna

In the Abnormal Road Transports Regional Office of ANAS S.p.A. (National Roads Agency Department in Genoa) I manage the access to procedures and regulations relative to abnormal road transport permits made by our Clients trough a web sistem following the paperless policy of ANAS.

As Coordinator of Customer Service Office at National Roads Agency Department in Genoa I deal with the management of all aspects of public relations of the Department. Receipt of reports/complaints of Customers, Road Users, Stakeholders and Institutional Partners through a multi-channel system that includes the use of a specific CRM platform, social tools (Facebook /Twitter) in addition to the traditional channels, such as telephone,e-mail and face to face contact in the Office.

Management and monitoring of traffic flows and activation of the emergency services Compare, coordination and control of the critical issues and drafting of relevant documents (reports, script, histories) to the competent Authorities and department Management. Providing information to users and continuous updating Back office activities concerning the production of acts and documents relating to the management of road

Customer Business Operations at Telecom Italy SpA (operating in shifts) Activities of inbound operator and back office. Added to a team led by the Coordinator, I initially learned the inbound call management in all its aspects (optimization of time, customer satisfaction, on-line management of the problems of medium complexity, etc.).

Experience of managing a portfolio of Customers, creating personalized offers to work alongside the campaigns promoted by the Company. Assigned at the Installers Line I managed the extension of a client portfolio in the assigned area to take care about direct sales of products. In accordance with company policy I implemented a loyalty program, also trough the analisys of the dynamics of competition in the related markets.

- Plant maintenence - Root cause analisys