Mauro Colini
Summary
Personable business professional with 6+ years of experience in Marketing and Customer Services roles within international corporations.
Release-planning specialist trained in advanced data analytics modeling.
Proven to understand customer requirements and translate into actionable project plans.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Intelligence Analyst EMEA
Envista Holdings Corporation
01.2023 - Current
- Supporting Dynamics 365 CRM and related Customer Intelligence projects and tools within the EMEA region.
- Leverage tools (Dynamics 365 CRM, Tableau, target lists etc) to support business for growth, efficiency and continuous improvement.
- Communication interface {Business & IT & Regional CI Manager} for regional projects support.
- Train and sustain poweruser/trainer roles within the region for ongoing Dynamics 365 CRM support & sustainability.
Customer Service Training and Data Analyst
Nobel Biocare
01.2021 - 01.2023
- Produced daily and weekly reports for the CS Management using advanced Excel spreadsheet functions and Tableau.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Created various Excel and PPT documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Utilized data visualization tools to effectively communicate business insights.
- Internal trainer - delivering SAP and CRM trainings for new joiners and responsible for onboarding all the new joiners for the Customer Service department.
Customer Service and Logistics Specialist
Johnson&Johnson Global Business Services
05.2019 - 12.2020
- SME during the centralization of the CS Processes from local countries to the Prague headquarter.
- Knowledge Transfer responsible by creating SOP's and Work Instructions for the Italian Market.
- Order Management - managing stock quantity, discounts, free goods, delivery lead time.
- B2B Customer Management - managing CRM's tickets, creating credit and debit notes, providing guidance for invoice payments.
- Coordinated incoming and outgoing shipments to maintain schedules.
Customer Care Representative
Johnson&Johnson Medical S.p.A.
06.2017 - 05.2019
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Master of Science - Marketing
Università Degli Studi Di Roma "La Sapienza"
Rome03.2017
Bachelor of Science - Business Communications
Università Degli Studi Di Roma "La Sapienza"
Rome09.2014
Skills
- Customer Intelligence
- Dashboard Design
- Performance Analytics
- Database Management Software
- Business Intelligence
- Customer Relations
- Project Management
- Training Manuals and Materials
- Customer Service Best Practices
- Problem-Solving Ability
Certification
- Training & Facilitating Techniques for Instructors (TFTI), Envista Holdings Corporation - September 2022, Prague
- Problem Solving Process Training (PSP) - Envista Holdings Corporation - September 2021, Prague
Languages
Italian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Elementary (A2)
Timeline
Customer Intelligence Analyst EMEA
Envista Holdings Corporation
01.2023 - Current
Customer Service Training and Data Analyst
Nobel Biocare
01.2021 - 01.2023
Customer Service and Logistics Specialist
Johnson&Johnson Global Business Services
05.2019 - 12.2020
Customer Care Representative
Johnson&Johnson Medical S.p.A.
06.2017 - 05.2019
Master of Science - Marketing
Università Degli Studi Di Roma "La Sapienza"
Bachelor of Science - Business Communications
Università Degli Studi Di Roma "La Sapienza"
- Training & Facilitating Techniques for Instructors (TFTI), Envista Holdings Corporation - September 2022, Prague
- Problem Solving Process Training (PSP) - Envista Holdings Corporation - September 2021, Prague
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