giovinazzo
Customer Service And Success Manager
Results-driven Customer Experience (CX) and Operations Manager with a proven track record of driving operational excellence and enhancing customer satisfaction across diverse industries, including fitness, wellness, and hospitality. Leverages leadership skills to coach teams, build strong relationships, and optimize processes, consistently achieving improved performance metrics. Expertly utilizes CRM platforms and CX tools to enhance customer interactions and boost employee engagement while spearheading continuous improvement initiatives. Demonstrates a strong ability to manage multiple priorities, de-escalate complex situations, and guide teams through change in fast-paced environments. Leverages unique blend of technical acumen with a multilingual skill set and a global perspective gained from international roles in Europe and the United States.
Core Competencies
Leadership, Customer Success Strategy, Process Automation, Client Portfolio Management, Customer Experience (CX), Operations Management, Customer Onboarding Strategy, Strategic Optimization, Workflow Streamlining, Data Analysis, Performance Metrics, System Integration, Project Management, First Contact Resolution, Goal Setting, Cross-functional Collaboration, Training Program Development, Change Management, Platform Optimization, Knowledge Base Creation,
Core Competencies
Leadership, Customer Success Strategy, Process Automation, Client Portfolio Management, Customer Experience (CX), Operations Management, Customer Onboarding Strategy, Strategic Optimization, Workflow Streamlining, Data Analysis, Performance Metrics, System Integration, Project Management, First Contact Resolution, Goal Setting, Cross-functional Collaboration, Training Program Development, Change Management, Platform Optimization, Knowledge Base Creation,
Experience: 9 years
Yearly salary: $64,000
Hourly rate: $35
Nationality: 🇮🇹 Italy
Residency: 🇺🇸 United States
Experience
Flagship Studio Manager
INFINITY BEYOND FITNESS, Miami, FL 2021 - 2024
INFINITY BEYOND FITNESS, Miami, FL Provide hands-on oversight to a range of sales and operations management responsibilities to ensure that the integrated fitness, nutrition, and recovery model runs seamlessly, while maintaining a high level of service for all members. Guide and support Team and Sales Leads to improve team performance and a more unified, driven sales force. Redesigned onboarding process reducing implementation time of proprietary ML wellness system from 10 to 2 days. Developed and maintained knowledge base and training materials now used as company standard. Managed customer lifecycle for 400+ clients, increasing adoption rates by 54%. Led cross-functional collaboration between product, IT support, sales, and wellness. Implemented data-driven strategies to improve customer engagement and retention.
Training Operations Manager
Evolation 2014 - 2020
EVOLATION YOGA, Various locations Instrumental in shaping the training guidelines of a globally recognized yoga training academy, maintaining superb quality and customer satisfaction while overseeing operational efficiencies. Developed and implemented standardized onboarding processes across 27 international programs, created scalable training systems achieving 100% participant satisfaction. Built comprehensive documentation and training materials for global operations. Managed complex stakeholder relationships across international locations and led team of 30+ ensuring consistent service delivery across multiple continents
Supervisor, Customer Success Manager - Italian Market Team
Houstrip 2012 - 2014
HOUSETRIP, Lisbon, Portugal B2B Customer Success Team Supervisor 2012 – 2014 Supervised a high-performing team of 9 CSMs managing €10M+ book of business for B2B SaaS platform in a fast pace, high-growth start-up SaaS company. Drove significant improvements in operational efficiency. Designed and implemented a comprehensive overhaul of Zendesk macro and template systems, resulting in more efficient B2B customer care operations. Achieved +475% increase in the number of tickets successfully resolved within 3 months, while maintaining 97% client satisfaction rate. Designed and implemented comprehensive onboarding playbooks for enterprise clients. Created and executed customer success strategies for medium to large enterprise accounts, analyzed client performance metrics to identify improvement opportunities and guide strategic decisions. Optimized Zendesk workflow reducing response time by 56% through implementation of optimized support processes, and created comprehensive documentation and best practices guides for platform optimization
Skills
blockchain
brand
communication
content-marketing
content-writer
crm
crypto
customer-success
customer-support
digital-marketing
marketing-communication
operations
project-manager
sales
salesforce
english
french
italian
portuguese
spanish