Training & Enablement
Developing practical training resources, onboarding programmes and learning experiences that help teams build confidence and improve performance.
People · Processes · Impact
Beyond the
job title.
I’m Anna, an international professional in Customer Experience, Operations and Training & Enablement. I improve processes, coordinate projects and create practical learning resources that help people and teams perform with confidence.
Based in Italy | Open to Remote Opportunities & International Relocation
10+ years of international experience
SaaS · FinTech · Customer Operations
Meet AnnaMy approach & expertise
01Explore my experienceLeadership, SaaS & FinTech
02See what I’ve builtThree practical projects
03People first. Processes that work.
ABOUT MEMy experience spans leading multicultural support teams in Portugal, supporting a FinTech product launch in Italy and building operational processes, tools and knowledge resources from scratch.
I bring together process design, project coordination, training, coaching and service quality. I enjoy turning complex work into clear, practical steps, helping people develop their skills and equipping teams to deliver effective support.
Operations & Process ImprovementProcess design · Project coordination · Implementation
Training & EnablementCoaching · Training · Knowledge management
International perspectiveItalian — Native
English — Fluent
Portuguese — Fluent
Spanish — A2
English — Fluent
Portuguese — Fluent
Spanish — A2
Continuous learningSix Sigma Green Belt
Languages & International Markets
Languages & International Markets
Expertise & Services
Helping businesses connect people, processes and performance.
Operations & Process Improvement
Simplifying workflows, improving operational efficiency and developing structured processes that support sustainable business growth.
Customer Experience & Onboarding
Supporting organizations in creating smoother customer journeys, effective onboarding experiences and consistent service quality.
A career across people & platforms.
ITALY · PORTUGALMarket Launch & Process Development
Contributed to the Italian launch of a FinTech platform through product localization and the creation of post-sales processes from scratch. Managed onboarding and implementation for enterprise clients across multiple locations, and developed workflows, technical documentation and training resources adopted by international teams.
SaaS Operations & Product Enablement
Supported B2B clients across Italian, Portuguese and Brazilian markets, investigating technical issues with Jira, Datadog and browser developer tools.
Customer Operations & Team Leadership
Led multilingual customer operations in the electric mobility sector, combining coaching, quality assessment and KPI monitoring. Improved workflows and service consistency.
Financial Services & Credit Assessment
Reviewed financial and contractual documentation, assessed lending eligibility and applied internal policies and regulatory requirements.
Team Leadership & Customer Service
Progressed from Bilingual Customer Service Advisor to First Line Manager across international client projects. Led multicultural teams of up to 25 advisors, managing daily operations, coaching, training, service quality and KPIs, while supporting the resolution of complex customer cases.
From complexity to clarity.
SELECTED WORK · Open a project to explore01CSM Workflow Tracker
One shared view of the customer journey, from onboarding to go-live.
CSM Workflow Tracker
One shared view of the customer journey, from onboarding to go-live.
The solution
Designed a centralized workflow connecting customer onboarding, technical integrations, banking and payment activation, responsibilities and go-live milestones.
The impact
Created a reusable operational tool adopted by international Customer Success teams to support visibility and coordination across the customer journey.
Illustrative representations created for this portfolio, not screenshots of company tools or documents. Any client names and sample data shown are fictional. Intellectual property rights in company materials remain with their respective rights holders.
02International Ticket Tracking System
A shared system for international teams, with technical request templates.
International Ticket Tracking System
A shared system for international teams, with technical request templates.
The solution
Independently designed a centralized ticket tracker, including standardized templates to help colleagues submit clear technical requests.
The impact
Adopted by international Customer Success teams to improve issue tracking, request consistency and coordination with Technical Support.
Illustrative representations created for this portfolio, not screenshots of company tools or documents. Any client names and sample data shown are fictional. Intellectual property rights in company materials remain with their respective rights holders.
03International Knowledge Base & Team Enablement
Turning operational knowledge into resources others can use.
International Knowledge Base & Team Enablement
Turning operational knowledge into resources others can use.
The solution
Co-developed an international Sales & Customer Success Handbook, owning post-sales content. Independently developed post-sales documentation, operational playbooks and training resources covering customer onboarding, technical implementation, troubleshooting and Customer Success processes.
The impact
Built reusable knowledge resources to support international teams, consistent workflows, new-hire onboarding and practical knowledge transfer.
Illustrative representations created for this portfolio, not screenshots of company tools or documents. Any client names and sample data shown are fictional. Intellectual property rights in company materials remain with their respective rights holders.
Prefer the full picture?
Take a closer look at my CV or the complete 10-page portfolio. Both PDFs are in English.
Let’s connect
What could we build together?
Open to new roles, professional collaborations and conversations about improving processes, customer experiences and team development.