Costanza Maria Milisenna

- Designed and executed comprehensive product tech roadmaps, process documentation, and feedback mechanisms in collaboration with Tech, UEX, and external stakeholders, ensuring alignment with strategic objectives and enhancing team efficiency. Led a key project focused on overseeing processes for customer engagement and acquisition through marketing promotions, spearheading partnerships efficiency with Strategic Customers (+10MM$) and SMBs. Defined interaction channels and metrics between Customer Service and tech teams to optimize prioritizations and performance while driving CS Contact Platform migrations for B2B customers. Designed ad hoc programs for Governmental, Public Sector, and Non-profit Organizations, increasing adoption by 70% in 12 months.

-Established a high-priority resolution line to address customer escalations (through ticketing) and fostered team awareness with automatic assignment based on topic selection. Streamlined team processes for approval and financial decision-making chains by automating the POC/approver notification system and outreach. Built highlights and lowlights reporting system for weekly and monthly team business reviews on tech issues and Customer experience artifacts. Drew contact maps to coordinate tech and product teams' communication and projects to act on bugs resolution and prioritization based on customer impact.

- Orchestrated the global development and implementation of the Abuse and Payment Fraud prevention program for B2B Prime customers. Leading a team of 5 investigators, ensured seamless coordination in detecting and preventing fraudulent activities while controlling accounts enforcement impact. A notable achievement was leading the implementation of a Machine Learning model to automate fraud detection, enabling swift and targeted actions against abusive and fraudulent activities while minimizing manual effort by building APIs system for data collection and triggering.

Global Account Escalation Management: Managed the escalation of Business Prime accounts worldwide, addressing CS, tech, and sales-related issues while classifying and labelling issues occurrences to streamline the in-place manual process. Demonstrated effective crisis resolution and client satisfaction management with 1:1 contacts for strategic customers and franchisee coordinating Sales representatives, legal partners, and customer support.

Efficient Standard Operating Procedures: Created the book of standard operating procedures to define team and task assignation mechanisms compacting channels for inbound and outbound communications and identifying Subject Matter expert, POC. Streamlined processes applying upstream problem resolution vs. isolated contacts resolutions leveraging informational materials publishing and teams training (reduced customer and Product team impact by 65% in first 6 months).

Customer Feedback Program Leadership: Led the Business Prime Voice of Customer program WW, implementing new data sources and monitoring product satisfaction through a data impact classification mechanism (RAP, NPS, Direct customer feedbacks). Ameliorated the data accessibility with the creation of dynamic tables with automatic data upload for internal members and external stakeholders. Drove a quarter informational sessions to review program accomplishment after feedback recollection and work of future roadmap prioritization.