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Agnese Roda

@agneseroda

Customer Success & Client Operations Manager at Capago International who increased document-check service intake by 60%.

Spain

Message

At Capago International, I drove a 60% increase in intake for a new document-check service, helping it become the top-performing service. I also directed a multicultural team of 30+ across three regions, improving productivity by 12% and customer conversion by 10%.

I introduced Google Sheets performance dashboards and used customer lifecycle data and CRM insights to identify service bottlenecks and opportunities to improve engagement. Working with Product and Technology teams, I turned customer feedback and operational insights into service improvements.

Earlier, at Nasomatto, I contributed to growing the perfume account portfolio by 15% and worked with developers to improve the customer experience using PrestaShop. At Holmen Paper, I managed 40 perfume-industry clients and built relationships with distributors for packaging.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Client Operations Manager

Current

Capago International

Dec 2023 - Present (2 years 10 months)

Drove a 60% intake increase in the first year of a new document-check service, making it the top-performing service. Directed a multicultural team of 30+ across three regions, increasing productivity by 12% and customer conversion by 10%.

Google Sheets CRM Data Analysis Performance Dashboards Customer Lifecycle Workflow Improvement Report Automation Stakeholder Management

Institutional Liaison Manager | Business Operations Manager

Consulate of France & Italy in South Africa - Capago Visa Ce

Oct 2014 - Dec 2023 (9 years 2 months)

Strengthened institutional stakeholder relationships with French and Italian Consulates, serving as key liaison between diplomatic partners and internal teams. Managed and coached a team of 15+ employees, ensuring service consistency and performance accountability.

Stakeholder Management Compliance Leadership Project Coordination EGovernance Customer Feedback Operational Reporting Team Management

Key Account Manager France and Italy

Holmen Paper

Jul 2013 - Sep 2014 (1 year 2 months)

Managed a portfolio of 40 medium-sized perfume-industry clients and developed relationships with perfume distributors for packaging. Retained and assisted in opening new accounts through proactive customer engagement and relationship management.

Key Account Management B2B Sales Customer Relationship Management Negotiation Account Development

Key Account & Business Development Rep

Nasomatto

Dec 2011 - Jun 2013 (1 year 6 months)

Built and sustained commercial relationships with perfume-industry business partners, distributors, and retail accounts. Increased the perfume account portfolio by 15% by building distributor relationships and coordinating commercial opportunities.

Business Development Key Account Management PrestaShop Ecommerce Customer Relationship Management Cross Market Coordination

CSR France, Benelux, Italy

KLM, AIR FRANCE, Delta Skyteam

Oct 2008 - Nov 2011 (3 years 1 month)

Provided web and ticketing support for Business to Consumer and Trade Department on Air France, KLM, and Delta airlines products in Italian, French, and English.

Customer Service Ticketing Multilingual Support Airline Products

Education

Degrees, certifications, and relevant coursework

EDIBS Business School

Management of Agentic AI Infrastructure, Agentic AI Infrastructure

2026 -

Pursuing a Management of Agentic AI Infrastructure program, covering AI, digital marketing, innovation, automation, AI tools, and digital strategies.

Università degli Studi di Parma

Postgraduate degree in Humanities, Humanities

1999 - 2005

Completed a postgraduate degree in Humanities with a specialization in archive management and library science.

Datacamp

Data Analysis, Data Analysis

Completed a certification in Data Analysis.

University of Cape Town

Postgraduate degree in Social Anthropology, Honours, Social Anthropology

2016 - 2021

Completed a postgraduate degree in Social Anthropology with honours, focusing on empirical and ethnographic research in the Southern Hemisphere and public-private, global-local dynamics.