Serena Maria Quattrocchi
Milan,MI
Summary
Knowledgeable and dedicated customer success professional with extensive experience in payment industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Soldo
04.2022 - Current
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Sales Support Specialist
Soldo
12.2019 - 04.2022
- Boosted sales performance by providing timely and efficient support to the sales team.
- Streamlined sales processes for increased revenue generation through effective communication and collaboration with cross-functional teams.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues related to products, services, and orders.
- Contributed to the achievement of sales targets by assisting in lead generation and prospecting activities.
Social Media Agent
Accenture
06.2018 - 12.2019
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
Senior Global Marketing Solution
Accenture
01.2019 - 11.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Master of Business - Marketing And Business Communication
Università Di Roma "La Sapienza"
Rome, Italy07.2017
Bachelor's in Communication Sciences - Communication Studies
Università Degli Studi Di Catania
Catania, Italy03.2014
Skills
- Customer Account Management
- Client Relations
- Strategic Planning
- Inter-department collaboration
- Training and mentoring
- CRM Software
- Customer Relationship Building
- Process Improvement
Certification
- Certified Customer Success Manager Level 1 and 2, Success Hacker - 2022/2023
Languages
Italian
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Success Manager
Soldo
04.2022 - Current
Sales Support Specialist
Soldo
12.2019 - 04.2022
Senior Global Marketing Solution
Accenture
01.2019 - 11.2019
Social Media Agent
Accenture
06.2018 - 12.2019
Master of Business - Marketing And Business Communication
Università Di Roma "La Sapienza"
Bachelor's in Communication Sciences - Communication Studies
Università Degli Studi Di Catania
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