At BConnect–CovisianGroup, I oversee operations for Fastweb SPA Customer Care and Post-Activation campaigns, monitoring production and provisioning systems to improve service delivery.
I've led teams of up to 65 people, managed KPIs, SLAs, schedules, performance, client relationships, and project deadlines. During COVID-19, I supported the start-up of an activity previously based in Naples and raised profits within five months by improving quality standards and efficiency.
I also train and supervise employees, build knowledge-management guides and processes, prepare operational reports, and translate documents between English and Italian. My background includes English teaching and translating projects from Italian and Albanian into English.
