Francesca Dello Nigro

Complaints Manager & Voice of the Customer Lead

Finom

Feb 2025 - Current (1 year 8 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
• Coordi

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 complaint

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 a

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 s

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)

U

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

About

Detail

Timeline

Résumé

Francesca Dello Nigro

About

Detail

Behavioral traits