Open to opportunities

Davide Luca User

@davidelucauser

Message

Customer Success & Operations specialist driving enterprise SaaS fleet performance.

Italy

Message

What I'm looking for

I’m looking for an enterprise SaaS Customer Success/Operations role where I can run SLA-driven support, troubleshoot technically, coach multilingual teams, and keep quality KPIs above 95% while improving onboarding and fleet outcomes.

I’m a Customer Success and Operations professional with 15+ years’ experience across Italy, Greece, and South Africa. My career has consistently moved from technical and inspection roles into enterprise account management in high-complexity SaaS environments, where technical rigor and independent decision-making matter.

In my most recent enterprise work, I managed 5–6 Mercedes-Benz fleets (2,000+ vehicles) as the single technical and operational point of contact for VIP clients. I drive Fleetboard onboarding, configuration, troubleshooting, and telematics activation/replacement/decommissioning—delivering average ticket resolution under 4 hours and quality KPIs consistently above 95%.

I also bring proven quality and leadership experience as Acting Team Leader and Quality Analyst, coaching multilingual teams and monitoring performance across mission-critical B2B support. From Lufthansa Group and SWISS International to today’s customer operations, I focus on reliable SLA delivery, fast problem resolution, and continuous improvement through data-driven KPI monitoring and reporting.

Experience

Work history, roles, and key accomplishments

Current

Retail Store Manager

Current

Guido Rapesco S.r.l.

Nov 2024 - Present (1 year 7 months)

Managed daily retail operations, including logistics coordination, inventory control, and cash flow. Maintained direct relationships with suppliers and customers to support service continuity.

Store Operations Logistics Coordination Inventory Management Cash Flow Management Supplier Management Customer Relationship Management Process Coordination

Fleetboard VIP Support Account Manager

Teleperformance

May 2021 - Oct 2024 (3 years 5 months)

Owned technical and operational support for 5–6 Mercedes-Benz enterprise fleets (2,000+ vehicles) as the single point of contact for VIP clients. Maintained quality KPIs above 95% and achieved average ticket resolution under 4 hours through proactive monitoring, onboarding, and telematics device lifecycle management.

Fleet Operations Telematics Enterprise Customer Success SLA Management KPIs Ticket Resolution Enterprise Onboarding Escalation Management

Fleetboard SaaS Support

Teleperformance

Jun 2019 - Apr 2021 (1 year 10 months)

Provided B2B Fleetboard customer support via phone and email, analyzing and resolving hardware/software technical issues. Coordinated escalations to relevant technical departments for faster resolution in a mission-critical environment.

Fleetboard SaaS Support Escalation Management B2B Customer Service

Senior B2B Support Specialist

Mindpearl

Dec 2013 - Feb 2019 (5 years 2 months)

Delivered multilingual B2B airline support for SWISS International Air Lines and Lufthansa Group in a high-pressure operational environment. Served as Acting Team Leader and Quality Analyst, maintaining quality KPIs above 95% while handling complex ADM/ACM waivers and driving ancillary-services upselling beyond targets.

B2B Support Multilingual Customer Service Quality Assurance Team Leadership Waivers & Fare Issues Upselling Escalation Management

Petroleum Inspector / Lead

Intertek Caleb Brett

Jan 2007 - Jun 2013 (6 years 5 months)

Conducted technical and fiscal supervision of plants for international oil companies, producing detailed inspection reports on anomalies and operational results. Managed relationships with plant managers and technical directors to support regulatory compliance and identified performance-improvement opportunities through operational data analysis.

Regulatory Compliance Technical Reporting Operations Analysis Stakeholder Management Risk Anomaly Assessment Quality Assurance

Education

Degrees, certifications, and relevant coursework

Università Mercatorum

Bachelor’s Degree, Linguistic Mediation (L-12)

2023 - 2026

Completed a Bachelor’s degree in Linguistic Mediation (L-12) at Università Mercatorum (2023–2026). Focused on intercultural communication and international business contexts alongside full-time work.