Nicola Grillo's Blog: Customer Service Scenarios

About

Senior Project Manager, with a career longer than 10 years. I am in charge of all cross business unit projects related to, customer data management, call center (commercial & technical), document management, signature and contracts, BPM, sales force automation and field service with a 360° view both on the processes and on solutions.

I have worked as a project and program manager in customer relationship management areas, leading complex projects for the IT, marketing, sales, operations and contact centers departments, for several industries and specializing in Microsoft technologies. Also I led several companies in digital transformation, improving the processes and technology solutions.

Here a summary of my main professional skills:

✓ Presales activities (public tender, POC, Demo, Offering ...)

✓ Project Management

✓ Budget Management

✓ Business analyst and business process design. Advanced knowledge of CRM processes in marketing, sales, field service, call center and customer data management

✓ Technical skills: MS Dynamics CRM 3.0/4.0/2011/2013/2015/2016 and 365 (online/on-premises), Scribe, .Net, SQL Server, Resco.net, Azure & Cloud applications

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Nicola Grillo's Blog

Tuesday, March 19, 2019

Customer Service Scenarios - use Physical Button

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