Ilaria Taglioni

Serve as primary internal contact for production status and delivery timelines, analyze workflows and capacity to reduce delays and improve SLA reliability, and coordinate cross-functional teams to resolve operational breakdowns.

Managed a portfolio of 20–50 B2B accounts as primary contact, improved retention through proactive communication and standardized engagement processes, and partnered with internal teams to resolve escalations while meeting commercial objectives.

Guided customers through onboarding and early platform adoption, developed support documentation and webinars to improve self-service, and analyzed feedback to drive product and usability improvements.

Managed B2B client relationships remotely, supported onboarding and service optimization, and introduced standardized engagement processes to improve client satisfaction and workflow consistency.

Led global transformation initiatives across 10+ countries to improve customer support operations and SLA performance, coordinated cross-functional readiness, and implemented risk mitigation to maintain service continuity.

Drove service quality and CX improvement across global contact centers, analyzed complaints and QA data to implement corrective actions, and developed training to ensure consistent service quality.

Led a 12-person hybrid QA and process team supporting high-volume contact center operations, designed QA frameworks and training, and conducted root cause analysis to reduce repeat issues and improve SLA metrics.

Delivered frontline customer support handling ~25 cases/day with focus on first-contact resolution, monitored queues and KPIs to ensure SLA compliance, and resolved complex escalations to maintain retention.

Completed a high school diploma with a focus on foreign languages and literatures, developing proficiency in multiple languages and foundational communication skills.