Adriana Maria Quaglia
Chi è: Design, develop and manage new customer interaction capabilities providing consistent service across all contact media and extending CRM, marketing and sales processes to any channel handled with direct accountability on social media customer management and mobile customer interactions. Main achievements: Fiat, Lancia, Alfa Romeo, Jeep, Abarth, Fiat Professional and Fiat Camper customer care applications on Apple and Google Play platforms in 18 European markets; Social CRM (listening and engagement) for Fiat and Alfa Romeo; IVR as a self-care channel to deliver specific content services. I spent the first three years of my carrier acquiring professional skills in the marketing field with a strong focus on developing business and customers in the textile industry and in the electronic one. I've been a sales woman, too. The following seven years converged to the communication and advertising industry where I managed strategic campaigns and plans for Italian and International premium brands. Other ten years of my professional life were spent in the telecommunication industry with a wide range of opportunities: from managing call centers up to designing crm strategies; from developing skills and learning strategies up to leading change management plans. Actually, I'm managing a CRM function in Fiat Group Automobiles. I'm driven by personal values that engage me in plans where visioning, innovating, changing and executing are required in order to develop business, companies, people and new cultures. Specializzazioni: Marketing and Sales, External and Corporate Communication, Learning and Organisational Development, Strategic CRM and Customer Operations, Change Management, Project Management in complex environment, Social Media, Internet and Mobile, People Management&Coaching.