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Valentina Ferreri

@valentinaferreri1

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I grow client relationships and streamline customer operations across international B2B and B2C accounts.

Italy

Message

What I'm looking for

I'm looking to build long-term client partnerships while improving customer operations, resolving complex escalations, and coordinating cross-functional teams in an international environment.

I've managed client relationships, service delivery, and customer operations across Italy, DACH, the UK, Ireland, and international markets for over 10 years.

At bk Group, I led long-term delivery and partner relationships for major retail accounts, restored a critical relationship with Coach, and helped expand the portfolio to Kate Spade and Stuart Weitzman. I also coordinated multi-site projects and owned Italian sales and procurement strategy on an executive pandemic-response task force.

At Dante Labs and Apple, I handled high-volume, high-stakes customer cases, risk reviews, escalations, and technical guidance while meeting strict SLAs. I developed risk-based case triage, used KPI reporting to identify bottlenecks, and received the AppleCare Excellence Award for support quality.

Today, I coordinate nationwide partners and vendors at Gruppo IBS, improving workflows, resolving urgent operational disruptions, and supporting quoting and billing. I work fluently in Italian, English, and German, and I also provide freelance translation and MTPE services.

Experience

Work history, roles, and key accomplishments

Current

Facility Operations Specialist

Current

Gruppo IBS

Mar 2025 - Present (1 year 7 months)

Spearheaded the restructuring and expansion of a nationwide partner and vendor network across Italy, aligning expectations across regional managers and external stakeholders. Organized cross-functional teams and external service providers to streamline daily facility operations, ensuring strict compliance with client SLAs and performance standards.

Partnership Management Vendor Management Workflow Optimization SLA Adherence Escalation Management Administrative Operations Quoting Billing Record keeping

Current

Professional Freelance Translator

Current

Self Employed

Jan 2009 - Present (17 years 9 months)

Provided freelance translation and MTPE services for short texts (tweets and social media texts) in EN>IT, DE>IT, and IT>EN language combinations, with ongoing cooperation with Lithuanian translation agency Synergium UAB.

Translation MTPE English German Italian

Order Management Representative

Link Srl

Aug 2024 - Feb 2025 (6 months)

Managed the complete B2B order lifecycle in SAP, maintaining direct, transparent communication with enterprise clients from request to final delivery. Partnered with logistics teams and external suppliers to resolve delays, achieving a 90% on-time delivery rate across key client accounts.

SAP B2B Order Processing Supply Chain Logistics Client Communication On Time Delivery

Customer Success Specialist

Dante Labs srl

Nov 2020 - Jul 2024 (3 years 8 months)

Developed a risk-based triage model to manage heavy ticket volumes, prioritizing high-value commercial accounts and guiding internal teams on priority cases. Leveraged Qualio data and KPI reporting to identify systemic operational bottlenecks, translating insights into process improvements that reduced repeat issues.

Customer Success Risk based Triage Ticket Management Qualio KPI Reporting Process Improvement Escalation Management B2B B2C

Project & Key Account Manager

bk Group

Apr 2016 - Sep 2020 (4 years 5 months)

Steered long-term service delivery and partner relationships for major retail accounts across DACH, UK/Ireland, and Italy, ensuring multi-year contract stability. Successfully restored a critical relationship with corporate client Coach, leading to portfolio expansion (Kate Spade, Stuart Weitzman).

Key Account Management Customer Relationship Management Project Management Cross functional Coordination Multi Site Operations Budgeting Stakeholder Management

iTunes Store Senior Advisor

Apple Inc.

Jul 2013 - Apr 2016 (2 years 9 months)

Conducted high-volume risk reviews using Accertify, auditing payment transactions and managing digital security protocols while consistently meeting daily SLAs. Managed a high-volume queue of 55+ complex risk and case reviews per shift, consistently maintaining a 7.5-minute Average Handling Time (AHT) while meeting strict daily SLAs.

Risk Auditing Fraud Prevention Accertify Customer Operations SLA Adherence Average Handle Time Technical guidance AppleCare+