Massimo Lauri

Background

About Massimo Lauri

With fifteen years of experience in customer service, primarily focused on postal services, I began my career as a specialist front office operator. Over the years, I have progressed to coordinating a team dedicated to international parcel clearance support and currently hold the position of International Retail Customer Service Complaint Manager at Poste Italiane. Throughout my career, I have developed a profound understanding of customer needs, leveraging this knowledge to enhance customer service processes and ensure high levels of customer satisfaction. My experience in international relations has been enriched by participating in forums, meetings, and workshops with managers from around the world, allowing me to draw inspiration from diverse perspectives for continuous improvement. I have honed my leadership skills through the coordination and governance of both internal and outsourced teams. My expertise in data analysis, bolstered by a Lean Six Sigma certification, has enabled me to identify cost optimization and waste reduction solutions, thereby improving the efficiency and quality of claims management. Additionally, I have strengthened my communication and liaison skills through active engagement in internal and external discussions within the company. I am eager to further expand my skill set and embrace new challenges.