Antonio Trisorio

WORK HISTORY

EDUCATION

SKILLS

ABOUT ANTONIO TRISORIO

Governance of Customer Care Services Manager Mission: ensure the right sizing of services to guarantee the best quality and accessibility for our customers within budget constrain. Main responsibilities- PLANNING: develop and implement planning tools capable of meeting operational needs and ensuring compliance with economic objectives. Short, medium and long term planning - FORECASTING: build and maintain a predictive model for contacting customers and customer contacts, both short term and medium/long term - REAL TIME MONITORING: analysing variances from planned activities in order to activate timely recovery plan and provide management with accurate information on which to build strategic plan - SHIFTWORK: in-house shifts elaboration based on the forecast of contact volumes and internal needs for training, holiday plans etc- ROUTING STRATEGY: implement and optimise routing strategy to effectively balance workloads, with a focus on customer needs and business strategies - KPI MONITORING: track and monitor performances of Inhouse and Outsourced Call Centers - COST CONTROL: ensure monthly cost closing process, highlighting trends and analyzing causes of variances - BUSINESS CASES: what if analysis and sensitivities provided to support strategic decisions and cost optimizations Education: Degree in Economics, Federico II University, Naples. Personal skills: Sense of leadership and teamwork, ability to find solutions, strong analytical and technical skills, excellent client relationship management, dedication to project and firm objectives, ability to prioritize and work within tight deadlines. Specialties: • Experience at a complex engagement with exposure to Top Management • Cost accounting knowledge • Analytical & modelling skills • Good English, both written and spoken • Problem Solving and Teamwork attitude • Autonomy, willingness and proactivity • Team player attitude and goals oriented