Xavier ITALIANO

En résumé

Entreprises

• Serco - Operations Manager

  Hook 2013 - 2016 • Overall operational accountability for three European markets (French, Spanish and Portuguese), direct management of eight individuals and indirect up to + 150 individuals.
  • Responsible for the team’s delivery of contractual requirements, providing excellent customer facing services and continual improvement of appropriate KPIs
  • Provide regular updates to the client on delivery, highlight exceptions, improvement areas and manage the people within my teams
  • Ensure effective management and control of people, processes, risk and financial governance
  • Collective redundancy of staff within Serco
  • Assisting easyJet with the transition of the customer service operation covering French, German, Italian, Spanish and Portuguese to another supplier impacting 240 employees.
  • Supported easyJet as a SME during the ramp up of the new service provider in Morocco to make sure of the smooth transfer of knowledge and good practice.

• Serco - Team Leader – easyJet

  Hook 2012 - 2013 • Implementation and management of French Customer Service Team (up to 20 team members)
  • Client interaction and internal performance reporting

• AON HEWITT - Customer Service Manager – HRO

  2011 - 2012 • Implementation and management of a Multi-Client team (up to 12 team members)
  • Implementation (inc. recruitment and training) and management of the Bank of America Project
  • Client interaction and point of contact for other teams in AON Hewitt (US and India)

• AON HEWITT - Team Leader of Customer Service – HRO

  2009 - 2011 • Management of Customer Service Team (up to 12 team members)
  • Reporting of team results to the client and top management
  • Implementation and management of a Multi-Client team (12 team members)
  

• AON HEWITT - Team Leader of Learning & Development Team -

  2009 - 2009 • Management of Customer Service Team (up to 4 team members)
  • Reporting of results to the client and to top management

• AON HEWITT - Customer Service Senior Associate

  2006 - 2009 • Responsible for quality auditing the team, with management and analysis of satisfaction survey results and escalations
  • Customer Service Agent: calls and emails answering in English, French and Spanish.
  

• SERCOM FRANCE - Chef de produit

  2005 - 2006 - Développement des ventes de pompes à air et à liquide
  
  - Définition de stratégies de développement
  
  - Gestion de Grands Comptes

• MOVIE PRINTS - Président

  2001 - 2006 www.movieprints.new.fr
  
  - Préparation et tournage de courts-métrages
  
  - Développement de partenariats avec d'autres associations
  
  - Conseils, aide dans la réalisation
  
  - Création du site internet de l'association

• DPPM INTERNATIONAL / BENNES GUILLAUME - Responsable Export

  1998 - 2003 - Développement des ventes de bennes de camions en France et à l’étranger (Amérique, Afrique, Europe, Chine,…).
  
  - Définition de stratégies commerciales
  
  - Définition concertée de stratégies marketing
  
  - Organisation de salons professionnels
  
  - Négociation de contrats
  
  - Suivi d'un réseau national et international de partenaires et de distributeurs

Formations

Pas de formation renseignée

Réseau

• Attard JÉRÔME

• Derenne NATHALIE

• Eugénie MILLET

• Fabienne BERTRAND

• Jean Luc ITALIANO

• Luc THORNAL

• Nicolas CURTELIN

• Patrick LANCIER

• Wojtek DONIEC