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Luciana Eletti
Head of Customer Service Operations at Omio
Professional Background
Luciana Eletti is a highly driven and experienced Customer Service Operations Manager with a distinguished career marked by her passion for people development and team-building. With a rich background spanning multiple high-paced industries, Luciana has consistently demonstrated strong operational management skills and an unwavering commitment to fostering customer satisfaction. Her extensive expertise in Customer Service and Business Process Outsourcing (BPO) has allowed her to thrive in environments focused on quality service and operational excellence.
Throughout her career, Luciana has held numerous leadership roles that highlight her capability to lead teams and manage customer service operations effectively. Notably, she has served as the Head of In-house Customer Service Operations at Omio, where she was instrumental in shaping customer engagement strategies and ensuring a high level of service delivery. Her past positions also include being the Customer Service Operations Manager at Omio, where she spearheaded initiatives aimed at enhancing operational efficiency and employee engagement.
Luciana's career trajectory includes significant roles in various esteemed organizations, prominently her tenure at Airbnb where she rose through the ranks from Customer Service Representative to Senior Team Lead for Customer Experience in Europe. This rapid ascent is a testament to her skill in managing customer interactions and her ability to lead diverse teams across different geographical locations. She was a pivotal member of the Airbnb team, contributing to the overall customer experience and shaping the direction of service operations across Europe.
Education and Achievements
Luciana's educational background is as impressive as her professional achievements. She embarked on her educational journey by studying Administration at Centro Catalan de Estudios, where she gained foundational business knowledge. Further honing her skills, she pursued an Executive Assistant program at Saxon, which equipped her with essential administrative skills that are vital in high-pressure work environments.
Her quest for knowledge did not stop there. Luciana expanded her management acumen by attending an Intensive Management program at Porto Business School. This experience allowed her to develop advanced management strategies and deepen her understanding of operational frameworks. Additionally, she enhanced her sales expertise by studying Sales Executive principles at ESIC Business & Marketing School, which rounded out her skill set and prepared her to meet the challenges of the fast-evolving corporate landscape.
Key Roles and Contributions
- Head of In-house Customer Service Operations at Omio: In this pivotal role, Luciana focused on optimizing service operations while ensuring that her teams were cohesive and efficiently trained to handle customer inquiries and feedback.
- Customer Service Operations Manager at Omio: She led the operational strategies that enabled the company to meet and exceed customer expectations consistently.
- Former Customer Service Manager at Farfetch: Luciana managed the customer service team in a fashion-forward e-commerce environment, ensuring her department was aligned with the overall brand vision.
- Bookings & Customer Experience Manager at Uniplaces: Here, she oversaw booking processes and customer interaction strategies, enhancing user experience.
- Leadership Roles at Airbnb: Her journey through multiple positions, including Vendor Lead and Customer Service Project Specialist, showcases her affinity for ensuring optimal customer experience and operational integrity across a globally recognized platform.
- Early Career at Colt Technology Services and Telecon Sistemas: These initial roles set a solid foundation for her eventual success in more high-level managerial positions, focusing on customer care and internal sales.
Notable Achievements
Luciana’s career has been characterized by remarkable achievements, particularly in areas crucial for customer service and employee engagement. Her dedication to people retention strategies has not only helped her teams feel valued but has also contributed to fostering an environment where individuals are motivated and directed towards achieving organizational goals.
Her exceptional ability to engage employees and orchestrate team-focused initiatives has led to numerous accolades both for the teams she has managed and the organizations she has represented. Luciana is often recognized for her commitment to improving customer satisfaction ratings and reducing turnover, which reflects her strategic approach to employee relationship management and customer interactions.
Conclusion
With a commitment to excellence, Luciana Eletti stands out as a leader in the Customer Service Operations sector, bringing a wealth of experience, an impressive educational background, and a proven track record of success. Her passion for developing teams, improving processes, and engaging with customers solidifies her reputation as a forward-thinking professional dedicated to making a difference in the BPO and customer service landscape. As she continues her journey, there is no doubt that Luciana will remain a pivotal figure in driving operational success and fostering an enriched work environment.
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