Andrea Carradori

Dedicated Customer Support Specialist providing comprehensive technical assistance and implementation support for Softworks' HR management solutions. Serving as a key point of contact for a diverse international client portfolio, with a specialized focus on the Italian market, and expertise in supporting organizations across various scales. Consistently maintained customer satisfaction scores above 90%.

Key Responsibilities:

• Provided comprehensive technical support for Softworks HR solutions to a diverse global client base, with a special focus on the Italian market.
• Managed customer support tickets for organizations ranging from small businesses (20 employees) to large enterprises (2,000+ employees), demonstrating adaptability across different business scales and needs.
• Conducted client meetings and training sessions in Italian and English, ensuring effective communication and solution delivery across cultural contexts.
• Developed and delivered customized platform training sessions to clients, ensuring optimal utilization of Softworks features and functionalities across different organizational needs.
• Executed system upgrades and implementations, tailoring solutions to match varying organizational complexities and requirements.
• Delivered responsive technical troubleshooting and problem resolution while maintaining high service standards across international time zones, achieving consistent customer satisfaction ratings of over 90%.
• Identified, documented, and tracked software bugs through detailed logging processes, collaborating with development teams to ensure timely resolution, and system improvements.

Establish a long term relationship with commercial and enterprise customers following them in the post sales journey. Ensure customers are gaining value and the best performance of our products in correlation with their business goals. Increase adoption of ServiceNow platform and decrease retention

• performed MBR and QBR (monthly and quarterly business review) with the customer

• Align internally and find the right expert services inside ServiceNow to meet the customer demand • organize and handle internal meeting and meeting with the customers

• first point of contact for our customer in the post sales journey • work in alignment with the sales team to find new sales opportunity

• Manage a team of people with Support account mananger, Success Architect, Platform Architect as a CSM and coordinate activities with the customer • Help my manager to make interview for possible new candidates in this position

• Acted as a trusted advisor to enterprise-level clients, such as Banca Intesa and Bank of Ireland, ensuring their success by understanding their business objectives and aligning them with the Impact product.

• Conducted in-depth interviews to understand client needs and requirements, providing valuable insights to inform product development and enhancement decisions. • Collaborated with cross-functional teams to shape Value Blueprints, outlining the strategic approach and desired outcomes for customer success.

• Proactively managed customer relationships, addressing concerns and identifying opportunities for account growth and expansion.

• Led a cross-functional team of technical experts, coordinating their efforts to deliver exceptional customer service and support.

• Collaborated with the sales team to identify upselling and cross-selling opportunities, resulting in an increase in account revenue.

• Conducted regular business reviews with clients, presenting key performance metric

My job consist in providing IT tech support to Hotels trough phone and emails. I am part of a global team providing B2B support all over the world. My product was mainly IFC8 (interface) that is the program that permit the communication and exchange data between Opera Hospitality (Oracle product) and third party vendor

More information of this product can be found here at this link

https://docs.oracle.com/cd/E98457_01/opera_5_6_core_help/ifc8_program.htm

• Test of Cloud environment and IFC8 user trough program as SOAPUI
• Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
• Implemented remote diagnostics from help desk to help identify causes of issues.
• Educated customers by explaining all technology issues in terminology simple to understand.
• Handled issues by phone and email at help desk and provided general support, including bug fixes, product updates and resolution of misconfigurations.
• Performed network analysis to identify the root cause of the issue (netstat, telnet, ping)
• Received and prioritized support requests to maximize resource utilization.
• Creating KM (knowledge article) for external user and internal use in order to help the company and customers all over the world
• Collaborate with different team (Cloud team, Opera L2 support, Food and beverage department) in order to fix and solve customer's issue
• Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
• Organize conference call between us, our customer and third party vendor in order to resolve customer's issues.

I spent 7 years working for Electronic Arts working initially as an Italian Game Advisor helping our customer trough chat, email and phone. I then helped our customer also in our Italian Community on answerea.com. Here below a list of my responsibilities:

• My job consisted to resolve Italian customers issue and handle/troubleshoot
  complicated customer's inquiries via chat, phone and email.
• Reach targets (KPI) constantly as CSAT (Survey) , average handle time during a
  phone call or an email and ACW (after contact work).
• I was point of contact with ER/CR helping them to translate from Italian to
  English and English to Italians emails from VIP customer. Helping ER/CR to
  establish a clear communication with Italian VIP Customers.
• Help the company to make Italian language assessments to potential new
  candidate for the role of Advisor.
• Because of my experience on a specific game/product (FIFA) I was part of a small team of advisors in contact with studios. We were giving feedback to developer in order to improve the game. We made change in the game as customer were providing feedbacks to us advisor, ensuring that every player's need were meet.
• Work within Answers HQ & EA Forums communities by interacting with our players, providing support, engagement and moderation as well as feedback to internal partners regarding in-game and technical issues, including community sentiment.
• Participate in regular update meetings with the team, providing insight on top
  contact drivers, process enhancements and content ideas
• Be a public ‘face’ for EA’s Community team on Answers HQ & EA Forums,
  interacting with thousands of gamers daily on various product boards ensuring every experience with EA across their assigned boards is positive, and reflect EA's brand and mission
• Be part of a team focused on shaping an engaged and balanced community and helping gamers, leading the front-lines in supporting our customers proactively and in real-time.