Francesca Santoni

• Management of stock levels (min/max) and demand forecasting in collaboration with production and sales teams. • 15% reduction in stockouts through implementation of a real-time monitoring dashboard.

• Customer journey (Customer Success), onboarding, retention and advocacy kpis: CSAT, NPS, LTV, ROI, churn rate • Cross-selling and upselling techniques to drive revenue growth and increase customer lifetime value. • CSM tools: HubSpot, Google Sheets, Typeform, Trello, Notion, Slack

• Strategic management of premium automotive accounts (Jaguar Land Rover and BMW - €500K) for the spare parts division. • Implemented a long-term solution for repeated delivery delays by providing a detailed action plan, including regular updates and compensation for inconveniences, thereby improving customer satisfaction by 20% and reducing resolution time for complex issues by 40%.

• Managed strategic B2B customer relationships across European freight operations, maintaining 96% client retention rate across high-value B2B freight accounts. • Retained €2.3M in annual contract value through proactive dispute resolution. • Maintained Net Promoter Score of 8.7/10 across European client portfolio. • Achieved 78% quote-to-contract conversion rate, 15% above team average.

• Processed 70 to 100 daily tickets (Zendesk) related to premium market platforms such as Fnac, Amazon, and CDiscount. • Implemented a personalized follow-up program that increased customer satisfaction from 85% to 95% within 6 months, reducing the churn rate by 25% (Churnzeero-Hubspot). • Developed and updated guides and FAQs with relevant articles and videos, reducing resolution time from 4 hours to 30 minutes. • Designed and executed a strategic loyalty program, resulting in a significant 35% growth in account engagement and sales.

• Coordinated 25+ multilingual translation projects for circular economy initiatives, ensuring consistent messaging across European markets and increasing stakeholder engagement by 40%. • Edited comprehensive educational curricula on recycling and environmental sustainability for 12 schools and 3 universities, reaching over 2,000 students annually.

• Spearheaded restaurant operations with a focus on exceptional customer service, managing food and drinks inventory to ensure optimal product availability and freshness. Enhanced customer relations through personalized interactions and feedback, significantly improving customer satisfaction. Successfully implemented loyalty programs that increased business and customer engagement.

• Managed timely collection of debts and negotiated re-payment plans for Wolters Kluwer in 2010. • Maintained clear communication with clients to ensure invoices were paid promptly. • Resolved queries internally and externally, providing accurate accounts information to departments.

• Processed customer requests by implementing CRM Salesforce, reducing response time from 48 hours to 30 minutes, resulting in a 30% increase in CSAT. • Developed a personalized follow-up program for each client with regular touchpoints to assess their satisfaction and evolving needs. • Enhanced customer satisfaction and loyalty by reducing the Average Speed of Answer (ASA) to 10 seconds and increasing First Call Resolution (FCR) to 80%,supported by an easily accessible self-service knowledge base.

• Strategically spearheaded export sales operations in key international markets, driving customer-centric business development initiatives that expanded our customer base by 45%. Achieved this growth through targeted participation in field exhibitions and industry events, ensuring enhanced customer engagement and satisfaction