Daniele Capaccetti
Service Optimisation Expert @Zalando
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WORK HISTORY
Service Optimisation Expert @Zalando
Berlin, DE
Analyse and evaluate existing customer support tools, workflows, and procedures, contributing hands-on insights through direct handling of complex, high-level customer tickets to drive continuous improvement for agents and customers- Support the testing, validation, and refinement of new Customer Care solutions by producing case studies and data analyses that inform decision-making and readiness for wider rollout- Contribute to the evolution of AI-driven customer care capabilities through content-focused activities, including data evaluation and quality checks, ensuring solutions are effective and scalable- Operate with a high degree of autonomy in ambiguous scenarios, applying expert judgment to assess edge cases, identify gaps in existing processes, and provide actionable insights to improve service quality and performance.
EDUCATION
Università degli studi Roma TRE
Languages and International translation
Liceo Scientifico
Higher diploma in technical education, Scientific/computing
WBS CODING SCHOOL
Fullstack Web Developer
SKILLS
ABOUT DANIELE CAPACCETTI
Seasoned Quality Assurance (QA) professional with 13 years of experience in linguistic and functionality testing. Progressing through roles such as Senior QA Technician, QA Lead, and currently QA Manager, I bring a comprehensive understanding of QA methodologies. Proficient in manual testing and adept at integrating automation strategies to optimize testing processes and enhance overall product quality. Currently, I am enhancing my coding skills and expanding my knowledge in QA for web and application technologies by undergoing a fullstack web development bootcamp.
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