Francesca Dello Nigro

Complaints Manager & Voice of the Customer Lead

Finom

Feb 2025 - Current (1 year 7 months)

Complaints Management and Voice of the Customer (VotC) - Lead the end-to-end complaints process, ensuring timely, effective, and empathetic resolution of customer concerns. - Manage all formal complaints and public feedback channels, including Trustpilot, Google/iOS app reviews, and social media comments/mentions. This allows us to keep a constant pulse on public sentiment and protect Finom's reputation. - Establish and maintain a robust complaints tracking system to monitor trends and measure performance against SLAs and KPIs. - Collaborate with cross-functional teams to investigate complaints, identify root causes, and implement corrective and preventive actions. - Ensure compliance with industry regulations, company policies, and quality

Customer Service Team Manager

Finom

Sep 2023 - Feb 2025 (1 year 6 months)

Supervision and monitoring of the Finom Payment (own license) Customer Service Team • Ensure service performance through the measurement and development of service levels, productivity and quality of communication • Be up-to-date with financial regulations and internal product implementations • Ensure that policies and procedures are followed • Shift planning and coordination of staff holidays • Hold appraisal meetings • Hold regular team meetings • Report significant issues to the Head of Customer Services • Identify training needs and organize new training sessions in coordination with the training department • Lead recruitment and interviews in coordination with the HR department • Coordinate regular communication with other departments/

H

Head of Customer Service

Nov 2022 - Jan 2024 (1 year 3 months)

• Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation • Contribute to recruitment, training and development, coaching and general support of all team members to ensure targets are met • Achieve maximum profitability and growth in accordance with company plans • Effective liaison, support and assistance between customer services department and rest of organisation • Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities • Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agre

A

Account Manager

Dec 2021 - Nov 2022 (1 year)

• Supporting customers through email, phone and instant messenger. Using every interaction as an opportunity to directly improve our ratings and add value to the company. • Supporting customers during onboarding process (KYC/KYB) • Listening to customers closely and delighting them with impactful user experiences and services. • Responsibility for implementing reports to generate metrics on types of queries, and measure the success of methods of communication, so we can continually improve our services • Process enhancement - enhance and improve the product and internal systems • Dealing with escalations and follow up with implementation requests - systems and banking platform • Dealing with multiple projects at the time - product and custo

Customer Service Specialist

Xapo Bank

Mar 2021 - Dec 2021 (10 months)

• Managing international customers queries • Evaluating legal compliance and authenticity of documents for onboarding (KYC) and EDD/SOF first checks • Awareness and understanding of Financial Crime (AML training) • Be up-to-date with financial regulations • Deal with escalations and delicate user cases (VIP users) • Working closely with other departments (Risk, Compliance, Payment among others)

C

Customer Service Team Lead

Apr 2017 - May 2020 (3 years 2 months)

• Reporting directly to the Head of Customer Service • Supervision and monitoring of the Italian Customer Service Team - 20 agents (bwin.it and partypoker.it) • Ensure service performance through the measurement and development of service levels, productivity and quality of communication • Be up-to-date with gaming regulations • Ensure that policies and procedures are followed • Shift planning and coordination of staff holidays • Hold appraisal meetings – including quality monitoring • Hold regular team meetings • Report significant issues to the Head of Customer Services • Identify training needs and organize new training sessions in coordination with the training department • Lead recruitment and interviews in coordination with the HR dep

Customer Service Shift Lead

Suntransfers

Mar 2015 - Mar 2017 (2 years 1 month)

• Managing international customers and travel agencies • Contacting and dealing with international suppliers (B2B) • Fast decision making in emergency situations • Managing emergency duty calls • Booking management, accuracy and special requests • Providing pricing and delivering information • Checking and prioritizing staff-assignments for the sake of ensuring service level excellency

M

Bar Manager

Mojito Bar

Nov 2013 - Sep 2014 (11 months)

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Customer Service Specialist

Unipol Assicurazioni

Nov 2010 - Oct 2013 (3 years)

• Managing international customers and health services providers • Organizing sanitary transfers and medical assistance • Evaluating legal compliance and authenticity of medical documents • Fast decision making in emergency situations • Arranging hotel reservations, ground and air transportation • Serving as a liaison between the customer and various departments • Providing pricing and delivering information

T

Tour Operator Coordinator

Jan 2002 - Sep 2008 (6 years 9 months)

• Contacting and dealing with local tourism providers and hotel commercial offices: negotiation of fees and allotment • Overbooking management • Passenger listings management • Tour Operator customer care • Marketing and organization of excursions and visits • Organization of group and individual transfers by various means: airway, bus, ferry and taxi. • Staff management including task-assignment, team play and motivation in order to achieve commercial objectives • In class and on-field training of new staff • Weekly and monthly reporting to management • Accountability and invoice issuing for the local provider Show less

Francesca Dello Nigro

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