Elisa Alzapiedi
Customer Success Manager (Client Relationship Background)
Bologna
Summary
Customer-focused professional with 6+ years of experience managing high-value client portfolios in financial services. Proven track record of exceeding aggressive performance targets while maintaining strong client relationships. Skilled in simplifying complex processes, guiding digital adoption, and collaborating with cross-functional teams to resolve issues and drive customer satisfaction. Internationally minded, fluent in English, and motivated to contribute to the success of global, fast-paced organizations.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Senior Financial Advisor
Unicredit
07.2022 - Current
- Act as the main operational contact for a portfolio exceeding €60M in assets, providing ongoing support and guidance after account activation.
- Coordinate with back office, legal, and compliance teams to resolve complex client needs and operational issues.
- Facilitate onboarding and enablement sessions, introducing clients to digital banking tools and explaining procedures in clear, accessible terms.
- Prepare and update customer-facing explanations for financial processes such as investment activation, insurance policies, and inheritance procedures.
- Track and manage service requests through CRM and ticketing tools, ensuring timely resolution and customer satisfaction.
- Tools: Salesforce (CRM), Excel.
Customer Service & Sales Advisor
Unicredit
02.2021 - 06.2022
- Assisted branch managers in maintaining customer relationships.
- Collaborated with team members to achieve monthly sales goals and improve overall performance.
- Increased sales by offering advice on purchases and promoting additional products.
Customer Care Consultant
Unicredit
03.2019 - 01.2021
- Served as first-line support for digital banking, card operations, and payment services, handling high call volumes.
- Guided customers through onboarding and adoption of home banking and monetica services, ensuring a smooth digital experience.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
Education
Master of Arts - International Politics and Security
University of Bologna, Forli Campus
04.2001 -
Bachelor of Arts - International and Diplomatic Sciences
University of Bologna, Forli Campus
04.2001 -
Skills
Client relationship management
Disclaimer
I consent to the processing of my personal data for recruitment purposes under the GDPR.
Timeline
Senior Financial Advisor
Unicredit
07.2022 - Current
Customer Service & Sales Advisor
Unicredit
02.2021 - 06.2022
Customer Care Consultant
Unicredit
03.2019 - 01.2021
Master of Arts - International Politics and Security
University of Bologna, Forli Campus
04.2001 -
Bachelor of Arts - International and Diplomatic Sciences
University of Bologna, Forli Campus
04.2001 -
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