Michela
I bring 20 years of hands-on experience across the full customer lifecycle—pre-sales guidance, order processing, after-sales support, back-office coordination, and complaint management.
Customer Experience Leader
20+ Years in Service Ops
Conversational AI & Chatbot Design
With two decades in customer service, I deliver end-to-end support across sales, after-sales, back-office, and complaint resolution—always with one goal: make every interaction effortless and satisfying. I specialize in designing and training chatbots and conversational flows that shorten response times, deflect repetitive tickets, and elevate customer satisfaction. I’m passionate about personalization and use AI-driven tooling to tailor experiences, automate routine tasks, and free human agents to focus on complex, high-value issues. The result: lighter workloads for operators, faster resolutions for customers, and consistent, high-quality service at scale.
Areas of expertise:
Customer Service & Operations:
End-to-end support (pre-sales, after-sales, back office), Complaint handling & service recovery, SOPs & process mapping, KPI management (FCR, AHT, CSAT/NPS).
Conversational AI / Chatbot Design:
Intent modeling, flows, guardrails, escalation logic, Bot training for chat & email, Knowledge base design, Personalization strategies & automation (RPA/triage).