Team leader

Team Leader Claims– Customer Service management for Zurich life assurance Plc project
- Responsible of a Team of 23 people in order to provide a Top Class service within fixed SLA
- Claims specialist, monitoring and approval of payment forms (750K limit) to avoid Regulatory Breaches and
Complaints by the policy holder.
- Controls of SLA e KPI (Quality of Phone Calls, Emails, documentation with focus to High Value customers)
- Management of KYC and Compliance in order to complete obligations from the italian regulator .
- Talent acquisition specialist, screening CV provided by HR Department, interview conduction and hiring decision of
the new starter policy administrators.
- Manage a strong and positive relationship with Zurich Stakeholder through agreed referral and escalation process

Economics and business management (Master degree)
Thesis: “Characteristics of the service franchising in the Multiutility sector. The Key21 Multiutility Network case”, with
mark 108/110