Marco Olmeo
Milan
Summary
Experienced operations manager with over 10+ years in customer service and team leadership. Currently working at Allianz Partners as Central Operations Manager for the COH24 team, coordinating assistance services using internal CRM platforms and managing client requests through various communication channels. Known for building strong relationships with clients and creating supportive environments for team members. Passionate about delivering excellent customer service and helping team members grow professionally.
Overview
16
16
years of professional experience
Work History
Central Operations Manager H24
Allianz Partners
04.2023 - Current
- Manage 24/7 roadside assistance operations, ensuring consistent service delivery across all shifts
- Lead and support team members through coaching and mentoring, creating a positive work environment
- Coordinate assistance services using internal platforms and multiple communication channels
- Handle complex customer issues and emergency situations with calm and professional approach
- Monitor team performance and provide regular feedback to support professional development
- Maintain high customer satisfaction standards through quality assurance and process improvements
- Work closely with external partners and emergency services during critical incidents
Team Leader
Allianz Partners
05.2021 - 04.2023
- Led team of Roadside Assistance Coordinators, providing guidance and support for professional growth
- Managed daily call center operations, prioritizing calls and allocating resources effectively
- Resolved escalated customer issues while maintaining service quality standards
- Implemented process improvements to enhance team efficiency and customer experience
- Conducted regular team meetings and one-on-one coaching sessions
- Supported team members during challenging situations and high-pressure periods
- Collaborated with management to develop training programs and operational procedures
Insurance Agent
Allianz Partners
04.2019 - 06.2021
- Provided personalized insurance consultations to clients, understanding their specific needs
- Built and maintained strong customer relationships through regular follow-up and support
- Explained insurance products clearly, helping clients make informed decisions
- Achieved sales targets while prioritizing customer satisfaction and long-term relationships
- Managed client portfolios using CRM systems and maintained detailed customer records
- Collaborated with underwriting and claims teams to ensure smooth customer experience
Sales Operations Specialist
Deutsche Bank
06.2017 - 12.2018
- Supported sales operations and maintained customer databases
- Assisted with client onboarding processes and documentation
- Prepared sales reports and performance analysis for management
- Coordinated with various departments to ensure efficient service delivery
- Provided administrative support to sales team and managed scheduling
Elementary School Teacher
Elementary School
01.2016 - 12.2017
- Taught elementary school students, creating engaging lesson plans and activities
- Managed classroom environment and supported individual student development
- Communicated regularly with parents about student progress and achievements
- Collaborated with colleagues on curriculum development and school activities
Restaurant Manager
The Student Hotel
01.2015 - 12.2016
- Managed daily restaurant operations including staff scheduling and customer service
- Supervised restaurant team and ensured high standards of food quality and service
- Handled customer complaints and worked to resolve issues promptly
- Managed inventory and worked with suppliers to maintain stock levels
- Coordinated with hotel management to ensure seamless guest experience
Restaurant Manager
Mori Sushi Bar
01.2010 - 12.2015
- Oversaw restaurant operations in fast-paced London location
- Recruited, trained, and managed restaurant staff across multiple shifts
- Maintained quality standards and ensured compliance with health and safety regulations
- Built regular customer base through consistent service and quality food
- Managed supplier relationships and controlled operational costs
Certified Personal Trainer
True News Worldwide
01.2011 - 12.2012
- Designed personalized fitness programs for individual clients
- Conducted fitness assessments and provided ongoing support and motivation
- Led group fitness classes and corporate wellness programs
- Maintained client records and tracked progress toward fitness goals
Education
Master's Degree - Management of Sport Business, Sport and Fitness Administration/Management
Università Degli Studi Di Milano
03-2021
Massage Therapy Certification - Massage Therapy/Therapeutic Massage
Università degli Studi di Milano
01.2019
Bachelor's Degree - Physical Education
Faculty of Motor Sciences
01.2009
High School Diploma - Commercial and IT Studies
Enrico Fermi
01.2005
Skills
- Customer service expertise
- Team Leadership & Coaching
- Workflow optimization
- Emergency Management
- Problem-solving
- Meeting Scheduling & Coordination
- Skilled in cross-language communication
- Customer relationship management
Languages
Italian: Native
English: Fluent
Spanish: Basic
Key Strengths
- Strong empathy and ability to connect with team members and customers
- Excellent problem-solving skills in high-pressure situations
- Experience working in multicultural environments across different countries
- Commitment to continuous learning and professional development
- Ability to balance operational efficiency with team member well-being
Timeline
Central Operations Manager H24
Allianz Partners
04.2023 - Current
Team Leader
Allianz Partners
05.2021 - 04.2023
Insurance Agent
Allianz Partners
04.2019 - 06.2021
Sales Operations Specialist
Deutsche Bank
06.2017 - 12.2018
Elementary School Teacher
Elementary School
01.2016 - 12.2017
Restaurant Manager
The Student Hotel
01.2015 - 12.2016
Certified Personal Trainer
True News Worldwide
01.2011 - 12.2012
Restaurant Manager
Mori Sushi Bar
01.2010 - 12.2015
Massage Therapy Certification - Massage Therapy/Therapeutic Massage
Università degli Studi di Milano
Bachelor's Degree - Physical Education
Faculty of Motor Sciences
Master's Degree - Management of Sport Business, Sport and Fitness Administration/Management
Università Degli Studi Di Milano
High School Diploma - Commercial and IT Studies
Enrico Fermi
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