Simone SantarelliRome, Metropolitan City of Rome Capital, ItalyTrainer of high level professionals
I am a Manager with many years of experience in the fields of Customer Service, Contact Center, Customer Experience (Voice of Customer, Customer Journey, Portfolio Value Management etc. etc.), Outsourcing\BPO and RPA Project Management.
Over the course of my 25-year (and more) career, I have worked both for multinational companies specialized in the management of outsourcing services on behalf of primary client companies, and as an internal manager for the in-house management of Customer Operations, coordinating my several outsourced suppliers.
I have had work experience both in various Italian cities and abroad.
I managed teams, business units and areas operating in all the main typical customer operations services such as inbound, outbound and back office aimed at customer care, technical help desk, credit collection, teleselling, telemarketing, data quality, data entry, document quality check, management and monitoring of shipments\deliveries and so on.
Carefully following the technological evolution of the market, I am system administrator for CTI software (IFM Infomaster) and coordinator of international projects in the digital field (Voicebot, Chatbot, AI\RPA).