Anna Bertocchi
Operations & Customer Excellence Specialist @BonusX
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WORK HISTORY
Operations & Customer Excellence Specialist @BonusX
Milano, IT
OKR planning & execution:planning quarterly Operations team objectives, developing action plans, tracking progress, facilitating quarterly retrospectives Monitoring team Operations workflow and prioritizing activities using Jira Monitoring and analysing operational metrics via Grafana to generate insights and improve team performance End-to-end management of the partnership pipeline:partner screening, commercial presentations, contract negotiation, onboarding External partner management:performance evaluation and metric-driven improvement plans Development of Customer Excellence projects and operational process optimisation Service quality analysis and study of relevant regulations
EDUCATION
Istituto di Istruzione Superiore "Paradisi-Allegretti" di Vignola (MO)
Diploma di liceo classico
My English School - Expert Level
Corso di lingua inglese di livello avanzato
24ORE Business School
Executive MBA, Master Customer Operations & Relationship Management
Tilburg University
Master of Laws - LLM, Law and Technology
Formazione Decentrata della Scuola Superiore della Magistratura di Firenze
Corsi di perfezionamento e aggiornamento in materia giuridica
Scuola Zincani - Formazione Giuridica
Corso intensivo teorico-pratico - Indirizzo Avvocatura
Alma Mater Studiorum – Università di Bologna
Laurea Magistrale a ciclo unico conseguita in corso in Giurisprudenza
ABOUT ANNA BERTOCCHI
I completed a five-year Law degree cum laude, followed by an LL.M. in Cybersecurity and Data Protection. I have two years of legal experience working alongside judges and lawyers across various fields, during which I engaged in writing legal and social publications. I currently work at BonusX, a Gov-Tech startup transforming access to public services through digital innovation. I focus on planning and executing team operations objectives, managing partnerships, and developing Customer Excellence projects, with additional training from achieving an Executive MBA in Customer Operations & Relationship Management. Alongside my professional role, I manage a holiday home in the heart of Florence, where I apply principles of inclusive hospitality and environmental sustainability. I also dedicate part of my time to cultural volunteering and animal welfare projects. For several months each year, I work as a digital nomad from different parts of the world, combining my passion for learning foreign languages with the exploration of local cultures.
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