Enzo Battaglia

Custea (formerly Heero Consulting) was the first Customer Experience training center in France, specializing in CX, CS, and Customer Ops. The company supported over 500 trainees and collaborated with more than 35 clients across sectors like FinTech, InsurTech, PropTech, and HospitalityTech. The company operated under three main verticals: 1. Training Center – delivering certified programs for customer-facing roles. 2. RPO (Recruitment Process Outsourcing) – helping startups build and scale CX and CS teams. 3. BPO (Business Process Outsourcing) – providing operational customer support for scale-ups. Key achievements and KPIs: • Monthly Recurring Revenue (MRR) of €30K • Annual Recurring Revenue (ARR) over €300K • CSAT 96%, NPS 63.3 • 85% upsell rate, 10% churn • Certified Qualiopi training organization • Strong CSR and B Corp approach • Member of EdTech France Custea was also involved in the strategic implementation of tools like HubSpot, Intercom, Gainsight, Vitally, Zendesk, and Klaus. The internal team ranged from 5 to 7 people, supported by over 15 external consultants. The company also produced a monthly newsletter to over 1800 subscribers and participated in more than 4 industry events annually.

Customer relationship policy management between agencies and advertisers KPIs: LFC, TCV, ACV, CSAT, NPS, CES, CRR, DMR Creation of the onboarding process and the Customer Journey Map (CJM) Team management +5 people, Board member (global management +20), CFW Growth, Product, and Sales teams Technology and tools monitoring, tools setup (Intercom, Hubspot), ancillary projects (R&D/Innovation Tax Credit) European and international expansion with Sales and Product teams

Service input, creation of all processes, recruitment and team training on insurance products Creation of the onboarding process and the Customer Journey Map (CJM) Operational procedures management (transit, suppliers, costs, legal...) Planning and project management, global team management Insurance advisors relationship, reporting to Board, business angels

Quality control of customer and partner interactions accross multiple channels Manage 2 platforms with a total of +130 external staff members Performance monitoring, areas for improvement, Customers scorecarding, HealthScoring, global data analysis Weekly calibrations with CustOps, Sales, Delivery, Marketing, Product teams

Implementation of client requests and establishment of medium and long-term projects Creation of a database and supporting application videos Drafting specifications for global or targeted tenders and managing the consultation process Writing reference documents necessary for the production of an e-learning course, drafting scenarios and storyboards, translating into foreign languages (Italian, English, and Portuguese), and verifying contents...