ELEONORA COLA

• Take care of the relationship with the customer in collaboration with the company's sales management.
• Control the execution of the activities by ensuring that it is in line with what is expected in terms of time, costs and revenues.
• Correctly manage the risks associated with the implementation of projects in order to anticipate the onset of problems and mitigate their impact.
• Coordinate the team and the activities of the company structures that deal with the implementation of the project activities.
• Stimulate upselling and cross-selling opportunities on customers in collaboration with the sales management.
• Manage the progress of internal works with the customer.
• Manage the economic and financial aspects of the project (costs, revenues, profitability, invoicing)
• Support development and implementation of Emea and company-wide projects

• In charge of process improvement and optimisation of the Customer Service division through the implementation of cross-functions digitalization and automation initiatives
• Leading multiple projects to increase efficiency and simplify processes:

1. Design and deployment of an automation project to successfully improve the efficiency of order management in Customer Service

2. Re-design of a critical process impacting multiple functions with a trasformational company wide project

3. Create and launch an innovative digital project conceived to support Business in monitoring orders and forecasting

• Designing customised digital solutions in multi-stakeholder projects with business and customers
• Performing qualitative and quantitative analysis to identify strengths and areas for improvement to support cross functional initiatives
• Digital Lead for Italian Customer Service in EMEA with the aim of aligning global strategies with local ones
• Process SME for Italy in Emea projects
• JnJ Credo Champions 2023/2024

• Responsible for the development and promotion of the JnJ digital solutions to business and customers to manage the interface with Customer Service: 90% adoption-rate, exceeding the EMEA results
• Leadership of a 5-person team
• ·Responsible for the definition and implementation of strategies to reduce errors on e-orders by redesigning the internal and external customer service, leading to a 92-to-64% decrease of manual work
• · Management of the CS digital platform, securing efficiency of the electronic orders management and delivering customers training

• Design, implementation and deployment of digital projects· to manage electronic orders (Peppol/NSO)
• · In charge of designing / deploying a MobileApp dedicated to agents (100% adoption rate)
• SME for the optimization and performance reporting on orders and complaints management flow
• Italian SME on Sales Force platform

• Responsible for the delivery of the best customer service experience on the regions [FB1] assigned
• Point of reference for internal and external customers for the assigned regions
• In charge of managing top-tier customers, as defined in collaboration with the business
• Coordinator of the consignment and loan processes, meeting the service levels agreed with the business and other company functions
• Main interface with other departments to provide feedback to business on internal processes

• Market research analysis to identify areas for development
• Customer satisfaction surveys to drive customer loyalty
• Data mining, analysis, and customer segmentation to guide the launch of new products