experienced e-commerce client and web project and product manager
with web and mobile design and online marketing skills
I am especially passionate for digital technology, design and online business. I feel motivated when my job is adding value to the business and to the people I work with clients and colleagues. I believe in sustainability 360 degrees, I support sharing economy and I prefer to create durable things, projects and ideas. I think it is possible to make things better and I am used to think out of the box and find new solutions to old issues. I feel enthusiastic by having the opportunity to work in different areas switching tasks and facing new challenges in a pleasant environment. I love working in a team and I'm not afraid to carry complex projects on my own either. I believe in teamwork, in collaboration, in flexibility and in the strength of motivation, commitment, trust, knowledge and self-organization. I am interested in developing within a progressive company, open to new ideas and willing to use my skills for challenging projects.
I am a certified Product Owner, expert in management of key clients, digital products and projects, web analytics and marketing online. And certified web developer with some experience in frontend and quality assurance.
Finally I also worked more than 10 years in the customer services enviroment for several companies offering different services and managing people and operations.
I am a very creative and result oriented person, a team player and a leader, nevertheless my innovative entrepreneurial spirit allow me to enjoy working in autonomy as well. I always find ways to improve products and processes. I am assertive, driven, flexible, spontaneous and trustworthy.
I am Italian and I speak fluent English and Spanish. Full driving license/willing to travel. In my spare time I like to practice sports especially if it is in a natural environment.
Professional Scrum Product-Owner
SCRUM: desenvolupament àgil de software
Programació d’Apps amb HTML5 JQuery Mobile i Phonegap.
Programació web entorn Client (HTML5, CSS3, JS, JQuery)
The postgraduate diploma in Marketing & Management has been focused on developing marketing research methods and strategy skills for the managerial decision making process in order to create a successful organization. The field of work ranges from marketing management, new product development, strategic marketing, international marketing, advertising, web-marketing, project and quality management as well as several workshops and projects. Result H2.1
Business Economics. Yearly academic scholarship recipient as outstanding working-student. 1998 Erasmus Programe in Spain. Core subjects completed: general and financial math, statistic, management, business strategy, economics, micro and macro economics, accountancy and finance, international business marketing, international marketing, private-governmental-business-fiscal-international and financial Law, Economic History, Computer Science, English, Spanish and German languages. Result: H1.1 (102/110)
Ragioniere perito commerciale indirizzo IGEA. Commercial Technical Institute in Economic Business Law with Computer Sciences Accountancy, Law, German, English, Financial Math. Result: 52/60.
Meanwhile I am actively looking for a job, I practice and learn web, mobile design and online marketing and manage the e-commerce for my online business I also practice thai massage and I am the coordinator of Ciudad Vella home-sharing hosts and active member of Associació de Veïns i Amfitrions de Barcelona
Short term contract within the web project management team in order to complete the delivery of 13th websites on the deadline. Main responsibilities:
test the webs on both the testing and the production environment on all devices: desktop, mobile, tablet. Reproduce user behavior.
Upload, check and fix images and SEO
Identify, document and appropriately escalate issues, bugs or technical problems
Work with the development team to establish, document and follow a release process that is aligned with our objectives, methodologies and quality standards.
Web developer certification (610 hours). Participation at the testing, implementation and launch of a marketplace APP for pharmacies PROXIFARMA. Design and development of the Newsletter and web-page, parse Database management and implementation of SEO, ASO, social media, mobile marketing and Google Analytics, user support.
E-commerce platform Product Owner for Key clients with a high level of knowledge of web-based technology and marketing skills. Responsible for supporting web-stores of premium clients: SunGlassHut, Peak Performance, Tiger of Sweden, By Malene Birger, Matinique, PartTwo, Inwear, Cottonfield, Jackpot and TOUS.
Responsibilities: communication and organizational skills to host weekly calls and meetings with web-stores managers, answer to technical queries and give a rapid and effective response in critical situations. Creating a strong and loyal relationship with the client based on trust and esteem. Platform troubleshoot and testing, work with several internal resources, coordinate and influence peers, communicate issues to cross-functional colleagues and partners, facilitate dialogue through to resolution, pushing tickets to resolution within SLA with Agile methodology (Kaizen and Scrums). Identify opportunities: cross and up-selling to grow the client´s business and the company’s fees using web marketing, web analytics and reporting tools.
Main Achievements: In the first year after having self-learned the in-house platform I was given the key clients, managing up to 9 brands at once of which the client satisfaction survey went up from 4.7 to 6.3 points. In my 2nd year I successfully launched the new order management platform on my own with a new key client SunGlassHut (Luxottica) getting a score of 8 points over 10 from the client satisfaction survey.
I settled up the Spanish operation for a business focused on marketing investigation, customer care and online courses. My line manager was the CEO based in Italy and I was responsible for 15 staff members. Main achievements:
Responsible for ensuring that the appropriate customer satisfaction targets (SLA) were met through an effective resource management (of 130 agents for several accounts). Producing and maintaining statistical reports and other information required by managers and HR for the to efficient running of the Contact Centre. Managing shift patterns and holiday requests appropriate to the call profiles forecasted and the resources available also during unexpected increases in call volumes. Handling the leave process and resource review action plans. Modelling and support the successful implementation of any new business. Build and retain relationships and clear communication with internal and external clients, attending weekly meetings with the managers to understand their business demands and ongoing change, providing advice and guidance. Responsible for the trainings and for maintain documentation updated and published as necessary.
First 6 months Software and Hardware Technical Support for GSK. Providing resolution to Help Desk service requests within a timely manner, demonstrating technical expertise and exceptional customer service skills, working under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.
Customer care specialist: providing support to clients, partners, resellers and distributors for the Italian market of Cisco Systems via IP-phones, Cisco search engine, email and instant messaging
First level helpdesk on site for 160 employees. Generating reports for the Management Control and Budgeting Department. Purchase for the CEO, IT, Financial and Accountant Department. Profit and Loss and balance sheet data entry.
Proceeding Orders, checking stock availability, delivery times, shipping terms, dealing with samples preparation and returns processes. Redact offers and Special pricing requests. New customers set-up. Preparation of presentations, documentation and reports for the customers. Liaising with other departments internally regarding customer queries, complaints and emergency situations management. Communications with subsidiaries and distributors regarding order taking and problem solving. Total quality processes fulfillment. Relevant databases maintenance. Traveling and visiting clients abroad
Working closely with the CEO on finding the right solutions to represent and promote the company brand, vision and mission. Conceiving and preparing presentations, catalogues, brochures, manuals, leaflets, gifts and merchandising. Web master and web designer (Dreamweaver, Flash, HTML). Graphic designer: creation of the logos for the company and its brands and other images and photo editing (Illustrator, Photoshop). Co-organizing fairs and exhibitions. Outlining the customer value proposition statement for your market: who is the ideal customer? What value your market offering offers this customer and how your offering is different? Acknowledging of the organization processes, products, point of strength and points of difference. Respecting tight deadlines.
Various jobs in customer care, administration and leisure sector for public and private sector