Marco Gionfola Arpone

Supervised daily operations, team coordination, schedules, services, and incident management, ensuring high quality standards and excellent customer experience.

Managed reservations, schedules, clients, payments, invoicing, daily closures, reporting, and orders using OPERA and internal systems. Coordinated cross-functionally and resolved incidents for international guests in a premium environment.

Provided VIP guest service and management in a high-level international environment during the World Economic Forum, coordinating services and operational support during exclusive events.

Supervised daily Spa operations, team coordination, reservations, schedules, incident management, and service standards.

Managed and followed up on premium customer cases, incidents, and escalations, coordinating with dealerships, workshops, and internal teams using Salesforce and Genesys.

Coordinated project and team operations, monitoring KPIs, SLAs, and escalations, and driving process improvement and cross-functional coordination using Salesforce, Zendesk, and Jira.

Managed customer enquiries and incidents across multiple channels, providing case follow-up, information updates, and support in Italian and English.

Led and coordinated a team of over 15 professionals, monitoring KPIs, quality, productivity, and service levels, and provided training, coaching, and escalation management.

Managed Italian market operations and coordinated a team of approximately 20 professionals, monitoring KPIs, productivity, and quality, and handling training and escalations.

Performed administrative management, customer support, and coordination of back-office activities.

Managed customer activations, cancellations, contracts, billing, complaints, number porting, data updates, case management, and CRM.

Handled documentation management, administrative and accounting support, and schedule coordination.

Provided customer service, incident resolution, and support with customer retention processes.

Certified ScrumMaster (CSM) certification obtained in 2023.

University studies in Business Administration, degree not completed.

Secondary School Diploma in Administration and Finance.