Alessio MARCHETTI

En résumé

Entreprises

• Ariba - Senior Customer Care Manager

  Sunnyvale 2011 - maintenant - Responsible for managing assigned customers interactions with Ariba Customer Support and single point of contact for customer and sales during a period of escalation or increased focus.
  - Responsible for facilitating the accurate, timely communication between the customer, Ariba Support and internal commercials as well as project management support to facilitate the resolution of the customers’ issues.
  - Working with multiple internal teams including Technical Support, Engineering, Operations, Product Management, Account Management, sales to communicate, track and drive to closure critical customer issues.

• Ariba - Team Leader Customer Response

  Sunnyvale 2008 - 2011 • develop and lead a team of Customer Support Specialists (Tier 2 and Auction Admin) providing direction to the team and lead it to the highest level of performance.
  • tracking performance and define goals and MBOs
  • be responsible for the people leadership and career management
  • be responsible for consistent quality of the Global Customer Response Team
  • be responsible for the downtime communications
  • be responsible for ensuring that any emergency situations or escalated customer issues are resolved in the most timely and effective manner possible
  • handle customers issues and interact with them either via phone or email on escalated problems/tickets/surveys follow up
  • Ariba Customer presentation and conference calls with customers
  • interaction with Technical Support Engineers, Account Managers, Customer Success Managers and other internal resources

Formations

• University Of Urbino Carlo Bo (Urbino)

  Urbino 1996 - 2001 History

Réseau

• Alexandra GONCALVES

• Bertrand GABRIEL

• Cedric LIMOUZIN

• Francois DURRIVE

• Frederic BOUTEILLER

• Jean-François BRES

• Jonathan KIEFE

• Linda FOURNIER

• Lucie POUDOULEC

• Olivier DUVAL