RRRoberto La Rosa
@robertolarosa
Passionate leader in customer experience and operations management.
ItalyWhat I'm looking for
I am a dedicated professional with extensive experience in customer experience and operations management, particularly within fast-paced businesses and startups. My journey has allowed me to lead diverse teams, both in-house and remotely, to drive operational excellence and foster a customer-centric culture. I thrive on the challenge of shaping customer loyalty and enhancing brand relationships through effective team collaboration and strategic initiatives.
Throughout my career, I have held various leadership roles, including my current position as Head of West Europe Live Operations at Glovo. Here, I oversee a large-scale operation, managing KPIs, vendor relationships, and resource allocation. My previous roles have equipped me with a robust skill set in customer care strategy, process improvement, and team development, enabling me to consistently exceed performance expectations and deliver high-quality results.
I am passionate about continuous improvement and innovation in customer experience. My educational background in psychology complements my professional expertise, allowing me to understand and address the needs of both customers and team members effectively. I am eager to contribute my skills and insights to a dynamic organization that values growth and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Head of West Europe Live Operations
Glovo
May 2022 - Present (3 years 2 months)
Led the West Europe Live Operations for Glovo, overseeing over 1200 employees. Managed KPIs, costs, vendor relationships, resources, and ensured high-quality customer experience.
CX Consultant
HappinessHarbor
Jan 2021 - Present (4 years 6 months)
Provided expert CX consulting services to diverse companies, focusing on Customer Experience, Customer Care, BPO, Customer Support, and Service Design. Helped clients enhance their customer interactions and operational efficiency.
Corporate Global CX Call Center Manager
Amplifon SPA
Jan 2020 - Present (5 years 6 months)
Managed global CX Call Center operations, including reporting, CRM setup, and KPI management. Defined and implemented call center strategies, optimized processes, and managed BPO provider selection and governance.
Global Head of E-commerce Customer Experience and Backoffice
The Level Group
Nov 2018 - Present (6 years 8 months)
Developed and implemented the overall Customer Happiness Center strategy for a BPO fashion industry CX provider. Managed people, KPIs, costs, and savings, while continuously improving operational processes and service quality.
Head of Customer Experience
Subito.it, Infojobs.it (Adevinta Group)
Jul 2015 - Present (10 years)
Created and implemented the Customer Happiness Center Strategy, focusing on people-centric organizational structures. Supported executive management in strengthening CX and people culture, and led daily operations of the Customer Happiness Center.
Head of Customer Experience
Tombola.co.uk
Jul 2011 - Present (14 years)
Established and managed Italian operations and offices in Milan and Sunderland, UK. Oversaw product localization, service creation, procedure setup, and people development planning for remote positions.
Team Manager Senior Technical Unit
SKY Italia
Jan 2007 - Present (18 years 6 months)
Coordinated a technical team specializing in technical issues, reviewing processes and operating procedures. Held full responsibility for team results, motivation, and performance, collaborating with various Sky departments.
Team Leader Senior Telesales, Retention
Sky Italia
Nov 2004 - Present (20 years 8 months)
Led a Senior Telesales and Retention team, taking full responsibility for team results, motivation, and performance. Managed inbound and outbound calls, planned activities, and conducted human resource training.
Trainer
Canal +
Sep 2002 - Present (22 years 10 months)
Conducted in-house and outsourced trainings for various companies, including Atesia e Between and Cosmed. Developed training programs, provided follow-up, and collaborated with HR for recruitment.
Customer Care Advisor B2C B2B and Back line Technical Unit
Canal +
Jul 1999 - Present (26 years)
Provided customer care advisory services for B2C and B2B clients, and handled back-line technical unit support. Assisted customers with various inquiries and technical issues.
Education
Degrees, certifications, and relevant coursework
Various Institutions
Business Training Courses, Business/Commerce, General
Participated in various business training courses. Gained knowledge in general business and commerce principles.
Università degli Studi di Bergamo
Master's Psychology, Psychology
Completed a Master's degree in Psychology. Focused on advanced psychological theories and research methods.
Maturita’ Classica High school
High School Diploma, Classical Study
Obtained a High School Diploma with a focus on Classical Studies. Developed a strong foundation in humanities and classical subjects.
Tech stack
Software and tools used professionally
Availability
Location
ItalyAuthorized to work in
Job categories
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