Michele Izzi
Kraainem
Profil professionnel
Experienced Trilingual Customer Relationship Manager with over 15 years in electronic payments, advancing from technical support to strategic account management. Expertise in enhancing customer satisfaction and project management (PRINCE2, Scrum) with additional knowledge of Dutch and Spanish. Proven ability to foster strong client relationships and drive retention, contributing to team success and client growth. Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Vue d'ensemble
4
4
Languages
1
1
Certification
4
4
years of post-secondary education
21
21
years of professional experience
Expérience
Customer Relationship Manager
Worldline/Ingenico
Brussels
2018.12 - Current
- Managed client relationships through regular engagement to address needs and concerns, maintaining a portfolio of strategic clients with a high retention rate in 2025.
- Conducted performance analysis by producing detailed activity reports to identify trends and insights, leading to implementation of cross-sell/upsell opportunities.
- Oversaw project management by coordinating teams to implement new solutions for major accounts, ensuring on-time delivery within budget.
- Facilitated complex problem resolution by serving as the main contact for escalated issues and optimizing communication. Primary escalation point, reducing the resolution time of critical incidents through optimized cross-departmental communication.
Client Implementation/Project Manager
Worldline/Ingenico Epayment
Zaventem
2017.09 - 2018.12
- Coordination complète des projets d'intégration technique pour les nouveaux clients, englobant l'analyse des besoins, la configuration des comptes et la personnalisation des solutions de paiement. Développement et suivi des plannings de projet, garantissant la livraison ponctuelle et la transition fluide vers les équipes de support.
- Led payment platform implementations for merchants at Worldline/Ingenico ePayment.
- Managed merchant onboarding through technical setup, testing, and go-live readiness.
- Coordinated project plans, timelines, and stakeholder communication across implementation teams.
Team Leader Customer Care
Ingenico Epayment
Zaventem
2013.12 - 2017.09
- Led support engineering team of 15 engineers, contributing to improvement in CSAT scores. Coached and trained staff, evaluating performance to enhance service excellence. Managed complex escalation cases and optimized support processes.
- Led Ingenico ePayment customer support teams through daily payment case handling.
- Coached agents on card transaction issues and merchant service procedures.
- Monitored service queues and assigned tickets across email, phone, and CRM systems.
Technical Support
Ogone
Brussels
2012.11 - 2013.12
- Resolved Level 2 and Level 3 technical incidents for international client portfolio, ensuring timely support.
- Facilitated client onboarding for payment platform integration, enhancing user experience.
- Provide technical support and guidance when needed.
- Provided technical support to physicians during diagnostic testing procedures.
- Provided technical support to customers using online tools.
Administrative Support Assistant
Ogone
Bruxelles
2011.04 - 2012.11
- Managed client accounts through account creation, modification, and closure, delivering first-line support to ensure client satisfaction.
- Supported Ogone administrative team with calendar management and meeting coordination
- Prepared Ogone correspondence, reports, and internal documents
- Managed Ogone phone calls, email inquiries, and visitor reception
Travel Consultant
Amex Travel
Zaventem
2009.04 - 2011.04
- Business Travel Consultant at American Express (for European commission customer).
- Managed corporate travel bookings using Amex Travel systems and global distribution tools.
- Advised travelers on airfare, hotel, and car rental options.
- Processed itinerary changes, cancellations, and reissues under American Express travel policy.
Travel Consultant
Airtip - Carlson Wagonlit
Bruxelles
2008.01 - 2009.04
- Travel Consultant at Airtip - Carlson Wagonlit (Specialist in Air Brokerage). Coordinated mailing promotions for travel agencies and managed website content to enhance customer engagement and support European commission initiatives.
- Travel Consultant at Airtip - Carlson Wagonlit (Specialist in Air Brokerage). Coordinated mailing promotions for travel agencies and managed website content to enhance customer engagement and support European commission initiatives.
- Advised travelers on flights, hotels, car rentals, and itinerary options for Amex Travel clients.
- Booked domestic and international reservations using global distribution systems and supplier tools.
- Applied corporate travel policies while reviewing fares, routes, and booking requirements.
Travel Consultant
BCD Travel
Mechelen
2006.05 - 2008.01
- Business Travel Consultant at BCD TRAVEL (3M, Mastercard customer).
- Advised Amex Travel clients on flights, hotels, and ground transportation options.
- Researched itineraries using Amex Travel booking systems and supplier tools.
- Booked domestic and international travel arrangements for corporate and leisure travelers.
Formation
Professional Bachelor's degree - Tourism
ISALT
Etterbeek 2001.09 - 2005.06
Compétences
- Microsoft 365 suite: Excel expertise, PowerPoint, Word CRM tools: Salesforce / Project management tools: Jira, MS Project, Monday / Payment platforms: In-depth expertise of the Worldline/Ingenico technical and functional ecosystem
- Crisis management / Adaptability / team spirit / Exceptional customer service / Project Management/ Team management / Client needs analysis / Client portfolio management
- Team management
- Training and mentoring
- Staff training
- Inter-department collaboration
- Crisis management
- Adaptability
- Organizational skills
- Task prioritization
- Continuous improvement
- Microsoft 365 suite: Excel expertise, PowerPoint, Word
- Relationship building
- team spirit
- Relationship building
- Continuous improvement
- Proficient in [software]
- Account management
- Account updates
- CRM software proficiency
- Sales proficiency
- Training programs
- Customer relations
- Client onboarding
- Problem-solving
- Customer service
- Task delegation
- Team collaboration
- Adaptability and flexibility
- Attention to detail
- Project planning
- Collaborate cross-functionally
- Teamwork and collaboration
- Positive attitude
- Teamwork
- Communication skills
Certificats
- PRINCE2 Foundation, Project Management | NCOI Learning (12/2022)
- Professional Scrum Master I (PSM I) ( 06/2023 )
- Project Management Training Cycle | Cefora (2014-2017)
- Team Management & Leadership Training Cycle | Cefora (2014-2015)
Language
Mother tongue(s): French | Italian
Bilingual
C2
Dutch
Intermediate
Spanish
Intermediate
English
Working proficiency
INTERESTS
Running: Preparing for European half-marathons to raise funds for charity (Goal 2026: Valencia Half Marathon for the World Cancer Research Fund)., Boxing, Travel & Culture: Exploring new countries and their history., New technologies + gaming
Chronologie
Customer Relationship Manager
Worldline/Ingenico
2018.12 - Current
Client Implementation/Project Manager
Worldline/Ingenico Epayment
2017.09 - 2018.12
Team Leader Customer Care
Ingenico Epayment
2013.12 - 2017.09
Technical Support
Ogone
2012.11 - 2013.12
Administrative Support Assistant
Ogone
2011.04 - 2012.11
Travel Consultant
Amex Travel
2009.04 - 2011.04
Travel Consultant
Airtip - Carlson Wagonlit
2008.01 - 2009.04
Travel Consultant
BCD Travel
2006.05 - 2008.01
Professional Bachelor's degree - Tourism
ISALT
2001.09 - 2005.06