I am a globally experienced, Customer Service and Operations Manager with more than 10 years of leadingquantifiable business improvement. I am a natural listener and I strongly believe in the bottom up approach. This allows involving and empowering staff and junior leaders. It helps to identify and seize core opportunities in complex and largescale environments. It is also a concrete way to establish and deliver the Company’s culture (Caring, Results, Order and Learning). My mission is to delight the Customers, to meet their quality expectations managing the associated costs and maximising the Company’s profit. I have a unique ability to engage all stakeholders, and motivate process users to deliver dramatic improvement across all their KPIs. I believe in building cohesive teams, motivating and mentoring each leaders to deliver
excellence whilst growing as professionals. I am excited about change and challenges. 

CAREER PATH AN D MAIN ACHIEV EMENTS
Operations Manager (Fedex Express, Auckland, New Zealand) June 2019– current
Reporting to: Senior Operations Manager New Zealand
 Station and Fleet Management for Wellington (remote)
 Vendor/Agent Management (Contract, Invoice, SLA and KPI)
 H&S, Budget and Payroll 

Operations Manager (TNT Express, Auckland, New Zealand) Apr 2016 – June 2019
Reporting to: General Operations and IT Manager New Zealand and Fiji
 Gateway and Station Management for Auckland
 H&S, Budget and Payroll
 3% Service Quality improvement (Delivery on time and in perfect conditions).
This improvement led to the best performance ever achieved by TNT NZ
 Streamline sortation process (reducing handling by 30% across the shifts)
 Team Leaders and talent development
 Successfully implemented the X-Ray process on site.
 Crisis Management following up the cyber-attack that TNT suffered in June 2017
 Appointed as Operations Manager by the new owner (Fedex Express)

Hub Shift OPS Manager (TNT Express, Auckland, New Zealand) Jan 2015 – Apr 2016
Reporting to: National Operations Manager New Zealand and Fiji
 Gateway Night and AM Management for Auckland
 H&S, Budget and Payroll
 2% Service Quality improvement (Delivery on time and in perfect conditions).
 Ad-hoc process implementation for Key Accounts (Apple, Volvo, John Deere)
 Outsourcing of part of the administration work previously completed internally
 Promoted from Hub Shift Manager to Operations Manager (Hub and Fleet) for TNT AKL 

Contact Centre Manager (TNT Express, Turin, Italy) Jan 2013 – Dec 2015
Reporting to: Country Customer Service Manager
 Contact Centre Management (200 employees, 12 teams)
 H&S, Budget and Payroll
 7 kaizen completed in 2 years which led to 10+% cost reduction
 Measurable improvement in Customer Experience and staff productivity
 2% Absenteeism reduction and massive improvement in staff engagement 

Commercial Coordinator (TNT Express, Turin, Italy) May 2011– Dec 2012
Reporting to: Commercial Manager
 Customer acquisition and business implementation (i.e. Amazon, Panasonic, QVC)
 Appointed as the Italian delegate for TNT common system sign off (5UATs in UK) 

Commercial Business Solution Specialist (TNT Express, Turin, Italy) Jan 2010 – Apr 2011
Reporting to: Commercial Manager

Contact Centre Team Leader (TNT Express, Turin, Italy) Sep 2002 – Dec 2009
Reporting to: Contact Centre Manager
MANAGEMENT AND PROCESS IMPROVEM ENT COMPETENCIES
 Exciting and uniting diverse teams under a common vision aligned to the Customers’ quality expectations,
supporting the staff with enthusiasm and care, developing company’s culture. Ensure training, coaching and
periodical performance reviews
 Communicating in an open and collaborative manner; getting people to open up, listening to understand.
Ensuring continuous feedback and 2-ways communications (regular and documented meetings followed up
by action plans)
 Engaging positively with poor performers; managing them firmly and fairly, under the idea of “working with
the people, not against the people”
 Applying the FEDEX QDM and Lean Six Sigma methodology in order to find the improvement opportunities
of an organisation or a process, identifying and the “Non added-value activities” in order to Simplify,
Streamline, Standardise by a bottom up approach
 Designing and monitoring specific success matrix, reporting and control system 

ATTRIBUTE S
 Supportive, highly ethical and loyal
 Analytical and creative thinker, intuitively understand people and complex situations
 Agile and flexible, deals well with uncertainty and pressure
 Natural leader and influencer who consistently raises the bar and inspires others to follow
 Transparent, consultative and collaborative – no hidden agenda 

EDUCATION AND QUALIFICATIONS
Honours Degree Political Science – with specialization in Politics and Economics (University of Turin).
110/110 Magna Cum Laude (special mention and recommendation for publication)
Thesis: New methods of analysis and operative forecast of the trends in the international financial markets
Lean Six Sigma Green Belt
Dangerous Goods IATA Level 6 Certification (with distinction) 

PERSONAL DE TAILS
Italian citizen, New Zealand permanent resident
Interests: playing and coaching soccer, tennis, golf, travel, family and cooking great Italian food. 

REFEREES
Chris Arthur (General Manager OPS and IT for NZ and Fiji)
Rodolfo Lafaietta (National Customer Experience Director Italy)
Silvia Berbotto (Commercial and Pricing Senior Manager for Italy and France)