Luca Graziano

Tech Company of the ICONICX Group Geographical scope: Italy and Latin America (based in Peru and Colombia), with domestic and international travel Management scope: - Italy: specialization in Banking, Insurance, Consumer Finance, Credit Collection - Latin America: entire market Commercial management of the TECH product portfolio in Italy and Latin America: - Supervised Hybrid Human-AI solutions (Smile.CX PRO) - Full AI solutions - Multi-channel conversational virtual assistants - CX Analytics - Partnerships with SaaS resellers or System Integrators

Commercial management of TECH product portfolio on Italy and Latam: - Hybrid Human-AI supervised solutions - Full AI solutions - Multichannel conversational virtual assistants Speech Analytics - Script Adherence - Software for Operations optimization - Data Solutions & Analytics - Platforms for managing interactions via chat/whatsapp with/without agents

I am responsible for the CX Design Iberia and Latam Teams for the Covisian Group. We are in charge of the consulting phase of multichannel Digital Interaction analysis for clients of all Industries, identifying areas of improvement, the most suitable TECH products for the improvement of Business KPIs and CX. We do this by also managing System Integration for integration or replacement of customer systems (CTI / CRM). We then handle the entire consulting, Presales & support to Sales for the entire portfolio of TECH & AI products, such as software for managing interactions via voice, Whatsapp, Chat, Mail, with or without Voicebot / Virtual Assistants, with or without the use of integrated GenAI.

Ottimizzazione di processi, prodotti e servizi tecnologici, con focus su tecnologie avanzate e intelligenza artificiale. Vista trasversale su Italia, Spagna e Latam e contatto diretto con i Clienti di tutto il Mondo per le analisi e le proposizioni commerciali.

- Development and training of virtual assistants guided by Large Language Models for managing omnichannel interactions, supporting both Covisian staff and Customers - knowledge base creation, DB building, model refinement, testing, custom demo creation, final model consolidation - integration of LLM virtual assistants into multi device virtual reality services - business development at Group level (Italy - Spain - LATAM) of the above services

TARGET: Design and Business Development of Customer Operations and Metaverse services, for the best Customer Experience and the most effective delivery. Direct contact with Customers for the commercial proposition all over the World. PERIMETER: Italy, Spain & LATAM, with frequent business travels LANGUAGES: - Advanced professional written and spoken Spanish - Advanced professional written and spoken English (C2) APPLICATION EXAMPLES: - Design and Business Development of Metaverse solutions in Virtual Reality and Augmented Reality for all industries - Customer Service in the Metaverse - A.I. applied to Customer Operations to improve Business KPIs (Frequency of Contact, Net Promoter Score, Average Revenue per Unit, Churn) - Video Advisory, Video ID & Digital Sign - Store Performance Management & Drive to Store - Chatbots - AI Sales - Digital Credit Collection - Speech analytics - NPS Topic Identification

My role is turning business ideas into successful Digital Projects, in collaboration with Business Dep. and IT/Operations Dep of Intesa Sanpaolo Bank. In charge of managing project’s budget, schedule, team and new technological solutions, in order to deliver added value to both internal and external customers.

- Multi-sectoral Project Management (>600 people/project) - I help Customers to reach their business targets through innovation project, merging their kpi into the performance index of the commissioning work - I create operations models through real time A.I. systems, in order to adopt the best strategy and reach the shared targets

Target = improving service level and consequently business through KPI analysis, identifying inefficiency areas, collaborating with internal/external stakeholders, in order to find effective solutions to share with Customers From July 2015 to September 2016 I have guided the designing of Service & Logistics Account Management division in Ferrero Customer Service renovation process, creating a network of S&LAM. Main Team tasks: - KPI monitoring and service level evaluation for the whole Large-Scale Retail Trade (order-to-cash cycle) - Customer & cross-Customer performance analyzing and reporting - Identifying gaps vs target service level, using KPI Dashboard - evaluating internal/external improving areas, proactively involving all main stakeholders - Customer meeting for periodic checks and improvement projects sharing (Action Plans) - forecasting of Action Plan impacts on profit and loss account in terms of Top Line & Savings - core role in cross-functional customer collaboration - team working with Central Supply Chain in order to define monitoring criterias - weekly/monthly KPI releases analyzing & sharing - best practices identifying and sharing - Project Leader for what concerns logistics distribution flows centralizing - Focal Point for what concerns order-to-cash cycle digitalization through EDI (Electronic Data Interchange). Target = total digitalization through standard GS1 EDI services (ORDERS, ORDRSP, DESADV, RECADV, INVOIC, REMDV, INVRPT, SLSRPT) - Negotiating and activating VMI (Vendor Managed Inventory) services - Supplier management (Customer Care Call Center), contracts negotiating, SLA defining - attending GS1 ECR workshops (ex: Optimal Shelf Availability)

- Order Management and Customer Care Team Leader, managing a 4 people Team of 360° order to cash specialists, focused on maximizing Customer Satisfaction - Customer Care for what concerns Retail Companies (POS, Sales Rep.,Buyers, Admin., Supply Chain) - Customer Team working, in collaboration with KAM, Supply Chain, Admin., Credit Mngmt and Quality - KPI monitoring and completeness/punctuality dashboard screening - Project Manager of EDI services promotion (Electronic Data Interchange) - Supplier managing (external call center), budget ownership, negotiation of contracts renewals, HR training, KPI monitoring - Collaboration with IT in order to refine tools & systems in use

- Temporary job experience as "Summer Sales Representative" - Portfolio of 50 supermarkets to visit weekly - Customer relationship management - Expiring date controlling, sell-out maximizing, point of purchase checking - Merchandising

- Single point of contact for what concerns Order Management and Customer Care all over the whole order to cash cycle, both distribution centers and supermarkets (Conad, Carrefour, Il Gigante, Billa) - Supporting Sales Field and KAM in case of difficulties - Proactivity, negotiation and problem solving - EDI orders managing (Electronic Data Interchange) - Meeting with Customers - Orders inputting, stock & price checking, information interchange with our Back Office - Email sending of delivery notes, invoices, account statements

- Payrolling - Hiring contracts writing - Communications with Public Administration - Maternity issues, injuries, part-time - Check-in/out managing

- Helping students to get into the Faculty, giving information and making them feel confortable - Contacts with Teachers, Inbox management

Occasional job as stand promoter in wine selling and grape gathering

Blockchain technology Cloud Architecture Artificial Intelligence (AI) Internet of Things (IoT) Cyber Security

Degree in Governamental and Administrative Science, University of Turin, 110/110 with laud and printing chance, dissertation in Economic Instability and International Organizations

Degree in Political Science, University of Turin, 100/110