Alberto Varaldi
Senior Contact Center Manager @Silversea
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WORK HISTORY
Senior Contact Center Manager @Silversea
Monte Carlo, MC
Leading Contact Center projects, business process digitalization, and transformation.Coordinated internal and external resources across multiple workstreams; owned timelines, risks, and stakeholder communications with project sponsors- Migration from Avaya to Genesys CTI: Led end‑to‑end transition impacting 200+ agents- Global centralization in Manila: Consolidated operations from multiple locations- Department governance (>$5M): Oversaw headcount, payroll, and G&A budgets and controls- Incentive model design & rollout: Built data‑driven incentive frameworks for Contact Center Agents and Sales Coaches- Reporting engineering & data flow integrationPassionate about optimizing customer experience through innovative solutions and strategic project management.
EDUCATION
Università degli Studi di Genova
Electronic Engineering
SKILLS
ABOUT ALBERTO VARALDI
Project Manager and PMO for digital solutions and process review in sales area, both B2B and B2C with the goal to drive the digital transformation in the company, leading extended teamProven experience in managing multiple projects ensuring no detail is overlooked, and deadlines are met.Ability to build strong ties with various corporate stakeholders in international and multicultural environment.Financial management of the projectsPMP certification achieved in 2017, Google Project Management in 2022Decision taking based on data driven approach. Experience in travel & leisure, transport sectors, contact center and customer servicePassionate about technical and cultural innovation.Experience as freelance in developing small web site and e-commerce
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