Maastricht, Limburg, Netherlands
Currently serving as Deputy Manager for the Service S24h Italian team at Mercedes-Benz Customer Contact Center in Maastricht. I specialize in guiding the Italian market towards operational excellence, coordinating the team, driving performance, and ensure our service levels remain consistently high. As the Knowledge Ambassador for our market, I maintain, update, and create procedures tailored to our evolving needs, while keeping clarity and consinstency at the forefront. My role as Goodwill Guru allows me to contribute directly to improving roadside assistance experiences, offering both case-specific gestures to customers, evolving the process and discuss new opportunities. I actively participate in development and SPRINT, where I voice operational insights and help shape improvements trough constant collaboration with the involved parties. As a Work Council contact, I work towards finding a common ground between the team and the leadership, bringing topic of interest to the Council and constantly looking for solution that have a mutual benefit. I also manage onboarding and nesting for new colleagues. Planning field training, tracking development, assigning buddies, and arranging sessions for a smoother integration process. I serve as a point of contact not only within my department but across teams with shared goals, bridging communication gaps and promoting alignment. About me Outside of work, I love paper role playing games and the beautiful soul of it. Since childhood, I was drawn to that, and as a consequence this sparked love for anything creative: I love doing motion graphics (Adobe After Effects, Illustrator, Photoshop, Krita), 3D design (Blender), and storytelling. I’m currently in the process of developing a graphic novel and love everything from drawing to world-building. I love good stories and a good storytelling, perhaps in front of a cackling fire. Whether you’re into operations, creativity, or just passionate about people and process, left me a message and let's talk a bit!
Market Steering - Quality - Forecast - Employee Schedule - Knowledge Ambassador - Process - Onboarding - Training - IT Issues identification + ticket logging - Pilot projects - complex case handling - Testing
Escalation management, task assignment, market steering, complex case handling, training, knowledge management support, International case handling.
First started in the E20 of Stefano di Franco in Sassari between January 2016 and August 2016, then became freelance. Discussing and writing ideas with clients. Studying reference material. Preparing Storyboards. Motion graphics design. Motion advertising. Video editor. Color Correction. Storyboarding. Rotoscoping. Animating and compositing in 2 and 2,5 D. Short animation films. Teamwork with musicians and composers for creating soundtracks.
Organizing transportation activities of Vorwerk Products (Kobold and Bimby) and Nexive Mail. Coordinating and planning routes for deliveries of goods of a team of couriers. Responsible for the cash register drawer of at the end of each shift, maintaining receipts, validity of money and checks. Handling return of products and list of successful deliveries. Producing and creating the delivery letters. Receipt of goods in the warehouse and package integrity checks. Market steering of the driver team for the monthly goals. Production and creation of procedure manual for dealing with the Vorwerk Products.
Outbound telemarketing calls. Teleselling.