Carla Di Diomede

My role in this ascending Company includes very different fields and departments. Handling complaints resolutions department involves constant attention to improving customer's experience through our training courses. I'm also in charge of the debt collection department where I'm constantly involved in managing communication between our legal team and administration office. The constantly evolving needs of the company have created new opportunities for me to test myself as a bridge between Sales and Customer Care, in particular by designing new strategies and procedures to improve B2B sales and customer satisfaction. At the moment I'm the first contact for our VIP clients in order to increase their engagement and future investment in our products and services. This bridge role perfectly fits all my skills and interests all builded during my previous working experiences. My attention was always directed to improve internal communication an procedure in order to guide the client in a perfect flow directed on increasing sales. I think that my work history lead me to gain the perfect role to match my talents.

As a client advisor in LV, my duties included managing communication with clients and perfectly handle all contact channels. On a daily basis I used to assist clients by phone, mail and chat following the Louis Vuitton attitude: curiosity, agility, commercial mindset, empathy. I have built a strong relationship with a group of VIP client that I have had the opportunity to follow directly during my three years in LV, increasing their trust in the company and loyalty to the brand. Other more specific task also included: Manage client's survey platform – Evaluate advisors best actions according to feedback nature and client's comments. Assist and training my co-workers to properly manage negative comments and complains Drow up weeklys report to communicate to Italy and Spain head offices about our sales, marketing actions and traffic data. Follow up the company's shoes business development in the team in terms of sales, know-how and company policy. This entailed me to lead monthly training session and organize internal and direct marketing campaigns to best develop shoes category in our markets.

Assessment of inaccurate invoices (fraud/malfunction) within a wider project with Enel (Italian Electricity Company) Customers assistance on all aspects related to electricity supply (by phone or mail) Held invoice team weekly meetings with Enel Training new employees