Andrea User
@andreauser5
Customer Service & Operations leader with 15+ years of experience.
What I'm looking for
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
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.
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.
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.
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.
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.
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.
Sales Business Manager EMEA
Stream Global Services
Managed 10+ client accounts across EMEA, generating up to $20M/year in revenue. Oversaw KPI delivery, financial results, and customer satisfaction across multiple industries. Led a quality improvement plan that increased a client’s score by 53% in five months, and participated in the bid that brought Amazon into Stream’s portfolio.
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
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.
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
Availability
Location
Authorized to work in
Salary expectations
Social media
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