SAP
Emanuele Sisto
Service Project Manager
Miano
Summary
Adept at enhancing customer satisfaction and streamlining service processes, I leveraged my problem-solving skills and relationship-building expertise at Lyreco to significantly improve service delivery outcomes. My background includes roles from Logistic Intern to Project Service Manager, where I achieved notable success in customer service management and process optimization.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Project Service Manager
Lyreco - Intersafe
01.2023 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
Process Improvement Manager
Lyreco
07.2022 - 12.2023
- Improved customer satisfaction rates, addressing pain points in service delivery processes.
- Spearheaded efforts to create standardized work instructions, reducing errors and increasing consistency across similar tasks throughout the organization.
- Collaborated with IT department on integration of new software and tools, optimizing processes for enhanced efficiency and effectiveness.
- Developed performance metrics that accurately reflected desired outcomes of process improvement initiatives, enabling ongoing monitoring and adjustments as needed.
Local Project Manager
Lyreco
09.2018 - 06.2022
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
Supply & Demand Planner
Lyreco
11.2015 - 09.2018
- Supported new product introductions by working closely with Product Management teams to develop accurate launch forecasts based on historical analogs and market research data.
- Ran weekly fill rate reports to highlight potential issues and corresponding solutions.
- Led monthly consensus meetings with stakeholders from various departments including Sales, Marketing, Finance and Supply Chain.
- Communicated demand plans to manufacturing sites to resolve gaps between demand and supply plans.
Production Planner
EffegiBrevetti
10.2014 - 10.2015
- Coordinated material procurement efforts, ensuring on-time availability of components for uninterrupted production cycles.
- Reviewed inventories, tracked production statuses and ordered materials to foster consistent availability and production schedule adherence.
- Facilitated smooth handovers between shifts by maintaining clear communication channels and thorough documentation practices.
- Worked directly with production personnel to resolve production scheduling issues and conflicts.
Logistic Intern
Nespresso
01.2014 - 09.2014
- Monitored shipment statuses closely, proactively addressing potential delays or issues before they impacted our clients.
- Enhanced supply chain efficiency by optimizing transportation routes and load planning.
- Scheduled deliveries and shipments, and provided real-time updates to all parties.
- Gained valuable insights into the complexities of global logistics operations, contributing to personal growth and career development within the field.
Education
Master Degree - Management Engineering
Politecnico Di Milano
Milano 04.2001 -
Bachelor Degree - Management Engineering
Politecnico
Milano 04.2001 -
Skills
Customer Service
Relationship Building
Customer Service Management
Problem-Solving
Software
MS Projects
Powerpoint
Excel
Timeline
Project Service Manager
Lyreco - Intersafe
01.2023 - Current
Process Improvement Manager
Lyreco
07.2022 - 12.2023
Local Project Manager
Lyreco
09.2018 - 06.2022
Supply & Demand Planner
Lyreco
11.2015 - 09.2018
Production Planner
EffegiBrevetti
10.2014 - 10.2015
Logistic Intern
Nespresso
01.2014 - 09.2014
Master Degree - Management Engineering
Politecnico Di Milano
04.2001 -
Bachelor Degree - Management Engineering
Politecnico
04.2001 -
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