Davide De Sorbo

- Technical and hierarchical management of the department - Conducting qualification interviews and target agreements - Organisation and implementation of specialist meetings - Tracking and implementing departmental goals - Review, analyse and optimise processes including specifications - Compilation of the settlement - Preparation of data delivery, mobility delivery, statistics and reporting - Controlling: quality, compliance with regulations and directives - Weekly und monthly reporting (KPI's)

• Technical and personnel management of 5 employees • Contact person for customer service for two mandates and various key accounts • Responsibility for the monthly invoice runs • Responsibility for the dunning process • Complaint management • Participation in the design of processes and workflows as well as the creation of manuals • Assisting in the development of management tools and their further development • Telephone and written contact with customer card holders in German, French and Italian

o Management of the Customer Care division incl. Overflow-Partner o Management and development of the Customer Care Team o Responsible for transparent information flow and information transfer within the team o Oral and written communication with customers and internal departments D/F/I/E o Development and monitoring of KPI's in cooperation with QM o Securing of specifications in order processing o Tracking of customer satisfaction and development of measures o Set-up and implementation of the overflow

o Personnel and technical management of up to 12 employees o Control and planning of day-to-day operations o Targeted employee development and coaching of employees o Create the forecast for the Customer Care department o Support for the restructuring of the CCC division o Process analysis and implementation of the resulting measures o Final processing of escalation cases

o Personnel and technical management of the online sales team with up to 14 employees (8 Online Sales Manager and 6 Online Sales Merchandiser) o Jointly responsible for achieving the sales figures o Conception, management and implementation of all aspects of online sales management and online product range o Management of projects and sub-projects o Coordination and control of the assortment of goods availability with the associated online activities o Deputy Head of Online Sales Management

o Personnel and technical management of the telesales & chat team with up to 20 employees o Responsible for achieving the sales figures, and o Quality figures (NPS) at unit level o Verification of the relevant KPI's (AHT, Producitivity, etc.) o Ensuring call quality (telesales) o Ensuring the quality of the chat o Coaching and training of employees o Staff deployment and forecast planning o Management of projects and sub-projects o Recruitment of new employees

o Overall responsibility for the Customer Service Desk o Professional and personnel management of 14 employees o Compliance with the Service Level Agreement o Reporting of the relevant KPI's o Management of special projects for stakeholders o Recruitment of new employees

o Personnel and technical management of the service team o Daily planning and work distribution in the team o Planning and execution of coaching sessions o Deputy Head of Unit o Creation of KPI's statistics for the client o Securing the internal guidelines and implementation of the measures o Responsible for achieving NPS goals in the team o Coaching and training of employees o Staff deployment and forecast planning o Management of projects and sub-projects o Recruitment of new employees

o Member of the management o Personnel and technical management of the customer service team o Daily planning and work distribution in the team o On-the-job and introductory training courses o Planning and execution of coaching sessions o Responsibility for the correct provision of information and triage to the bank as a whole o Acceptance of customer reactions and complaints o Safeguarding and compliance with banking regulations (banking secrecy) o Recruitment of new employee

o Personnel and technical management of the Cutsomer Care Team o Evaluation and coaching of employees o Control and assurance of the KPI's o On-the-job and introductory training courses o Escalation and interface management o Collaboration in various optimization projects o Acceptance of complaints o Safeguarding and compliance with banking regulations (banking secrecy) o Recruitment of new employees

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