Stefania Costi

• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Organized and detail-oriented with a strong work ethic.
• Delivered services to customer locations within specific timeframes.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Developed strong communication and organizational skills through working on group projects.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Resolved problems, improved operations and provided exceptional service.
• Managed time efficiently in order to complete all tasks within deadlines.

• Expenses budget management
• Process monitoring and control, specific KPI identification for the team
• Definition and monitoring of operational procedures
• Respect of safety regulations and of quantitative and qualitative targets
• Management of customer relations and liaisons with sales force
• Interface with other company functions, in particular with Logistic, Finance, Sales and QA departments
• Monthly and Daily Sales report
• Analysis and support to the Business Unit Director (BUD) and Country Manager
• People management ( two teams) and performance evaluation
• Process and cost optimisation
• Member of Internal Management Team
• Resolved problems, improved operations and provided exceptional service.

Main Duties Tender Department:

• Management of all tenders requested from the Public Administration and Private Customers
• Responsible for request and analyze of documentations about public hospital tenders and suggest price analyze and offers definition to sales force, RAM (Reimbursement & Access Manager) and BUD
• Supervision of preparation and transmission of offers and price lists to private and public clients for each business unit
• Responsible of the registration in the Register of Providers of public administration and its maintenance and submission of application for participation in the public tenders
• Carries out all the operations necessary for the conclusion of contracts in respect of awards of tender, extensions/renewals or deposit account and submit the required documentation (deposits / bank references / declarations / certification)

Main Duties Customer Service:

• Ensuring daily order fulfillment service in the time required by the business
• Service Complaints monitoring and reporting
• Monitoring the service level offered
• KPI and dashboard development and reporting
• Web ordering promotion , support, and control
• Support business in develop and implement new commercial policy
• Pharmacy Retail and distributors managements
• Daily sales reporting

Main Projects:

• European Customer Service Projects: Start up Emerging Market Customer Service operational sites (Russian, Turkey, Poland)
• Consignment stock process optimization. Reduction of non moving stock
• CRM implementation
• On line ordering web Portal country implementation launch and monitoring
• Public and Private electronic invoicing process implementation
• Public Administration order’s dematerialization process implementation

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Followed through with client requests to resolve problems.
• Generated customer satisfaction surveys to analyze results into action plans.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Expenses budget management
• Process monitoring and control, specific KPI identification
• Definition and monitoring of operational procedures
• Management of customer relations and liaisons with sales force
• Interface with other company department, in particular with Logistic, Finance, Tenders, Sales and Marketing departments
• Sales reporting
• Process and cost optimisation

• Responsible for replenishment and inventory level control in the Italian warehouses (central and peripheral)
• Coordinator of teamwork (Marketing, Logistic, Finance) for the evaluation of the inventory reserves for the products with risk of discard
• Collaboration with the Customer Service, local Marketing & Sales people to manage customer orders delivery for critical products
• Responsible for the external suppliers (orders, quality certificates)
• Six Sigma Project leader for the “Customer Freight reduction project” with the scope to analyse and reduce the costs of freight
• Improved forecasting systems to maintain adequate materials and supplies.

• Collaborated with management to improve customer service processes and support structures company-wide.
• Controlled resources and utilized assets to achieve qualitative and quantitative targets.
• Customer Service work flow analysis and optimization
• Elaboration of the new processes
• Design in collaboration with Information Technology a new Customer Service management customized software
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Monitored logistics performance and identified improvement opportunities.
• Negotiated transportation and logistics contracts to reduce shipping costs.

• Supervision and the coordination of six Customer Service Representatives
• Main Duties:
• Overseeing of customers orders from the reception through shipping and invoicing
• Dealing directly with customers, assisting with problems arising from late delivery, mistaken delivery and any discrepancies relating to invoices and charging
• Daily liaison with warehouse personnel and couriers, with special attention to the prioritising of the work load and the arrangement of special deliveries
• Participation to special European projects regarding the Customers Service of Italy (Y2K issue, European teamwork on Customer Satisfaction)