Christopher Casinelli

E-commerce Digital Customer Experience Specialist @Stellantis

MI, US

Lead development of the customer handling strategy to support customers in their interest and purchase of a vehicle, accessory packages, service contracts and other related sales and post sale services.Managing the integration of emerging e-commerce platforms with existingcontact center CRM solutions, researching and leveraging best practices to optimize thecustomer experience, and supporting the development, launch, and enhancement of theorganizations e-commerce channels. Lead program management activities associated with upcoming E-commerce and on-line sales initiatives, including interfacing with global counterparts involved in similarprojects to ensure global alignment. Define contact center digital sales support and customer handling business processes,in alignment with the customer experience requirements established through e-commerce program objectives. Identify e-commerce and digital sales best practices, driving the incorporation of thesame within established Customer Care support and customer handling processes. Support implementation of program systems, tools, and underlying technologies,providing design input to the development and implementation. Communicate within Customer Care and with 3rd party vendor operations, Sales andMarketing, and supplier solution partners regarding design, build, and implementationstatus of program tasks. Assist in the development, analysis, and action of program tasks, including completion ofUAT, end user advisement, definition of training and knowledge objectives, and launchsupport. Define and establish program KPI metrics and contribute to business process reportingrequirements. Contribute to learning and training materials and sessions for Customer Care users toensure proper use of the system and compliance with defined business processes.

Walsh College

BA, Business Management

De La Salle Collegiate

High School