Andrea UserAU
Looking for a job

Andrea User

@andreauser5

Customer Service & Operations leader with 15+ years of experience.

Italy
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What I'm looking for

I seek a role that fosters innovation, embraces technology, and values team development.

With over 15 years of experience in customer service and operations, I have successfully launched and scaled service centers across EMEA, APAC, and the Americas. My tenure at Amazon has been marked by leading global programs, such as the Device & Digital Command Center, where I identified and resolved customer-facing issues while optimizing support models across multiple regions.

My passion lies in building resilient teams and leveraging technology to enhance service delivery. I have a proven track record of developing leaders, implementing automation tools, and fostering a culture of continuous improvement. I believe in the power of data and AI to drive operational excellence and am currently deepening my expertise in service automation.

Experience

Work history, roles, and key accomplishments

AM

Snr. Manager, Program Management

Amazon

Led the global Device & Digital Command Center (D2AS), responsible for identifying and resolving customer-facing issues across Amazon’s device and digital services. Refined and optimized a 24/7 “follow-the-sun” support model across India, Ireland, and the US, built internal automation for alert monitoring, and created structured feedback loops with product and engineering teams.

AM

Snr. Manager - Site Lead and UK Network Lead

Amazon

Led internal operations supporting the UK and US Customer Service network for Digital, Device, and Alexa services at Amazon. Oversaw two internal sites in Cape Town and Cebu, while also managing the broader UK customer service network. Successfully bridged cultural and geographic gaps, restoring performance in a low-performing site, and enabling best-practice transfer between teams.

AM

CS Site Director

Amazon

Scaled Amazon’s Cagliari CS site from 286 to over 1,000 employees. Recruited and developed 20+ managers, delivered 100+ hours of Leadership Principles training, and implemented succession planning across all levels. Cultivated a strong organizational culture rooted in customer focus, operational excellence, and continuous improvement, resulting in high engagement and ownership across teams.

AM

Snr. Operations Manager

Amazon

Led the end-to-end launch of Amazon’s first CS site in Italy, managing building design, vendor coordination, stakeholder alignment, and hiring strategy. Handled a $20M budget and ensured the site met Amazon’s architectural and operational standards. Presented Amazon’s expansion plan to local authorities, supporting the company’s regional positioning and employment impact.

SS

Service Delivery Manager & Acting Site Director

Stream Global Services

Led Dell’s CS and sales support team in Italy, managing up to 270 employees. Promoted to Site Director, scaled the operation past 300 staff, and achieved 95%+ CSAT and best-in-Europe First Case Resolution. Pioneered technical phone support that enabled customers to self-disassemble and fix hardware with real-time guidance.

AM

Snr. Manager - Partner Performance Leader & Network Strategy

Amazon

Oversaw a network of 12 outsourced sites across 13 languages and four regions for Device, Digital & Alexa services. Streamlined the network by removing low-efficiency sites, ensured redundancy by geo/language, and introduced structured governance. Managed the full shift to work-from-home during COVID, ensuring continuity and performance.

SS

Sales Account Manager EMEA

Stream Global Services

Managed service delivery across 5 multilingual sites supporting an IT client, with $21M in annual revenue. Ensured 4 out of 5 sites consistently exceeded CSAT targets, with the fifth improving by 7.1% after focused recovery efforts. Owned KPI/SLA compliance across Sweden, Denmark, the Netherlands, Spain, and Italy.

Education

Degrees, certifications, and relevant coursework

UC

Università degli Studi di Cagliari

Degree in Engineering, Engineering

Completed a comprehensive program in Engineering. Gained foundational knowledge and practical skills in various engineering principles.

LL

Liceo Scientifico L.Mossa

High School Diploma, Scientific

Completed secondary education with a focus on scientific subjects. Developed a strong foundation in mathematics, physics, and natural sciences.

Tech stack

Software and tools used professionally

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