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Nilo Castaldini

@nilocastaldini

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I grow and retain B2B accounts through onboarding, strategic reviews, and operational problem-solving.

Singapore

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What I'm looking for

I'm looking for a customer success or account management role where I can strengthen client partnerships, improve adoption and retention, lead strategic reviews, and resolve operational challenges across B2B accounts.

At Diversey, I partner with tier-one regional distributors across a €1M portfolio, delivering product enablement and onboarding that achieved a 95% satisfaction rating.

I conduct account health assessments, analyze usage and operational risks, and coordinate with Technical Customer Support, Supply Chain, and Logistics to reduce churn by 9% while maintaining 97% SLA compliance.

Previously at Esclama, I managed digital marketing and branding campaigns, led Quarterly Business Reviews, improved campaign engagement by 21%, and helped increase annual client retention to 92%.

Experience

Work history, roles, and key accomplishments

Distribution Account Manager

Diversey - A Solenis Company

Dec 2023 - Apr 2026 (2 years 4 months)

Partnered with 10+ tier-one regional distributors, delivering product enablement and onboarding workshops to drive solution adoption and achieve a 95% satisfaction rating across a €1M portfolio. Conducted monthly account health assessments across 25+ accounts, reducing account churn by 9% and maintaining a 97% SLA compliance rate.

Account Management Distributor Management Product Enablement Onboarding Customer Satisfaction Account Health Assessment Retention Strategy SLA Compliance Technical Support Supply Chain Logistics

Account Manager

Esclama

Jun 2021 - Nov 2023 (2 years 5 months)

Supervised 40+ end-to-end digital marketing and branding campaigns across 5 core verticals, achieving a 94% on-time project completion rate and a 96% client satisfaction score. Formulated and presented project proposals across a €600K portfolio, delivering a 15% cost savings to clients and expanding account profit margins by 12%.

Account Management Digital Marketing Branding Campaign Management Project Management Customer Satisfaction Budget Management Vendor Management Quarterly Business Review ROI Analysis Customer Retention

Customer Service Specialist

Disney+ (via Webhelp)

Mar 2020 - Aug 2020 (5 months)

Interacted with customers via phone and digital chat, delivering empathetic and professional resolutions for complex account access and technical escalations, maintaining a 98% First-Contact Resolution rate and a 94% Customer Satisfaction score. Maintained 100% compliance with corporate safety protocols and participated in quality assurance audits.

Customer Service Technical Support Account Access Escalation Management First Contact Resolutions Customer Satisfaction Compliance Quality Assurance Platform Architecture Billing Data Privacy

Marketing & PR Coordinator

Foreigners

May 2017 - Mar 2018 (10 months)

Spearheaded the end-to-end planning, logistics, and execution of bi-monthly promotional events and pop-up collaborations, ensuring flawless brand presentation. Developed localized content strategies to increase company visibility on digital platforms and trained, led, and mentored a team of interns.

Event Planning Logistics Brand Presentation Content Strategy Digital Marketing Team Leadership Mentorship

Education

Degrees, certifications, and relevant coursework

University of Bologna

Master, International Relations

Activities and societies: Selected for an international research project at the University of KwaZulu-Natal (Durban, South Africa).

Master in International Relations from the University of Bologna, including selection for an international research project at the University of KwaZulu-Natal.

University of Ferrara

Bachelor, Communication Studies

Activities and societies: Completed a study abroad semester via the Erasmus Program at the University of Latvia (Riga, Latvia).

Bachelor in Communication Studies from the University of Ferrara, including a study abroad semester via the Erasmus Program at the University of Latvia.