VANESSA CHIAVELLI

Duties & Responsibilities

• Manage a portfolio of enterprise and mid-market clients across multiple industries, delivering cloud based platforms, including Microsoft/Dynamics 365, Oracle ERP, integrations, Data & analytics & AI solutions.
• Own the full sales cycle from pipeline development through to contract negotiation, closing and ongoing support & maintenance.
• Lead account planning sessions, understand client needs and align to their business requirements with tailored digital roadmap and professional services.
• Work closely with consultants, developers, and project managers to scope and deliver high quality projects and solutions.
• Expand accounts through digital cross-sell opportunities, driving client satisfaction and revenue growth.

Key Achievements

• Exceeded sales targets in Q1 2025 by 107% and achieved 98% of Q2 2025.
• Consistently delivered above-target results in FY24/FY23, securing major upselling and renewal opportunities.
• Expanded a key account to $3M invoiced revenue in 2024 through strong relationship management and solution alignment.
• Maintained 95% client retention in the last 12 months through trusted relationships and proactive account management, strengthening long-term customer partnerships.

Duties & Responsibilities

· Managed end-to-end delivery of IT support services across enterprise and mid-market clients.

· Oversaw customer service operations, ensuring adherence to SLAs and KPIs for incidents and support tickets.

· Scoped/raised work orders and managed small projects.

· Acted as the first escalation point for clients, for BAU issues and maintained trust and client satisfaction.

· Coordinated consultants, technical specialists, and project managers to deliver quick resolutions with high quality outcomes.

Key Achievements

· Awarded customer service excellence award in 2017

· Consistent positive 360 feedback from clients and internal stakeholders

Duties & Responsibilities

· Managed large-scale outsourced contact centre operations providing customer care, retention, complaints handling, and technical help desk services.

· Directed a team of 7 direct and 140 indirect staff, ensuring high productivity, profitability, and service quality.

· Managed daily operations across inbound, outbound, and back-office functions for major clients (Vodafone, Tele Tu, Italian Post, Acea).

· Boosted productivity by 20% through the introduction of automation.

· Increased gross margin by 15% by implementing real-time reporting and efficiency monitoring.

· Boosted productivity by 20% through the introduction of automation.

· Increased gross margin by 15% by implementing real-time reporting and efficiency monitoring.

· Reported to the Contact Centre Manager and was accountable for the profit and growth of my business unit.

· Managed and coordinated operations across multi-channel customer care, sales, technical support, and collections projects.

· Monitored and managed outsourced suppliers to deliver back-office activities against agreed contracts and KPIs.

· Led the successful implementation of the Altitude CRM system to manage back-office activities, which improved operational efficiency by 20%.

· Improved the Customer Service Index and reduced the % of top callers by 10i% with new processes