Susanna Cariolaro

Experience Manager & Sommelier @Fuori Cucina

Finding ways to reduce and remove customer pain points with current products and services- Developing listening points across the customer journey to find opportunities for improvement- Reviewing performance against key performance indicators- Monitoring and analysing recorded and live customer interactions- Analysing online customer interactions via a customer relationship management system- Hiring, training, and leading staff- Developing strategies for use of processes, tools, and resources to deliver improved customer experiences- Leading team members to escalate and resolve customer issues- Reducing customer churn and contributing to increase lifetime value of customers- Organizing activities related to beverage service- Implementing and enforcing routine standards to ensure service is held to the highest level- Daily inspection for cleanliness- Daily morning staff briefings and communications regarding the daily operations - Maintain winery storage room, and place restocking orders as necessary- Ability to create a memorable experience for visitors- Implementation of monthly goals with ability to meet or exceed these goals- Operate POS/winery software system- Weekly & Monthly sales and inventory reports