Loriana Quagliato

Planning and directing activities for 10-15 Enterprise client projects, ensuring timely and budget-conscious implementation of TPRM systems.

Coordinating with stakeholders to align objectives and resolve challenges, enhancing client satisfaction and retention.

Implementing risk management plans, successfully reducing project delays and budget overruns.

Managing relationships with clients and partners, addressing complaints, concerns, feedback, and escalations.

Allocating project resources weekly to optimize efficiency and effectiveness.

Preparing weekly and monthly budget reports to track financial performance.

Collaborating with CSM on quarterly QBR presentations for clients.

Planned and coordinated Permit to Work system for 15-20 enterprise clients each quarter.

Implemented Agile methodology to manage project changes and interventions effectively.

Maintained communication with project stakeholders to align expectations throughout project lifecycle.

Delivered comprehensive end-of-project training to clients, increasing adoption rates.

Resolved 20-40 client issues monthly, addressing complaints and strengthening relationships.

Liaised daily with Quality and Development departments to identify training opportunities for client enhancement.

Developed projects for system and process improvements, including refunds methodology.

Served as primary escalation point for Enterprise customers, Apple Financial Analysts, and Division Controllers on P2P system functions.

Trained and coached cross-functional teams to analyze operational impacts of technology changes.

Conducted weekly trend analysis to document, report, and resolve root causes of issues.

Managed client relationships and stakeholder communications to align project expectations.

Facilitated planning workshops and provided weekly performance updates to US team.

Developed systems and processes, including a refund tool, reducing customer refund time from four weeks to one week.

Trained new hires and evaluated client processes to identify additional training needs.

Conducted continuous evaluations of processes to enhance delivery and improve effectiveness for customers.

Coordinated with engineers and corporate leadership to identify training opportunities that optimized performance.

Handled escalations for Apple’s CEO and executives, managing approximately 30 cases weekly.

Identified product and process issues to drive growth and achieve customer outcomes.

Rebuilt and maintained strong, long-lasting relationships with customers.

Liaised with legal department on settlement agreements, investigations, and client communications.

Collaborated with engineering, sales, operations, retail stores, and vendors to resolve customer issues, fostering trust and increasing sales.

Achieved service level agreements while conducting call evaluations to ensure quality standards.

Monitored queues across all EMEIA languages and markets for optimal performance.

Facilitated adoption of new processes by sharing relevant information within the team.

Managed and developed a team of 18, fostering motivation to deliver exceptional customer support.

Conducted regular check-in meetings and one-on-ones to enhance team engagement.

Executed product sale audits and evaluated team calls for calibration accuracy.

Hired, coached, and trained 72 new employees on systems and sales processes, including vendor sites.

Conducted ongoing training sessions on team building, performance management, and employee engagement.

Developed evaluation processes that significantly enhanced employee performance.

Managed technical and procedural issues, including SAP presentations and warranty registrations for Apple devices.

Utilized CRM tools to process exception requests for repairs and update DOP.

Identified customer needs to uncover sales opportunities and drive revenue growth.

Achieved sales targets through effective closing strategies and relationship management.

Collaborated daily with Apple resellers and Authorized Service Providers on post-sales support.

Fostered strong relationships with customers by providing in-depth product knowledge.

Drove business development initiatives by delivering exceptional customer service.