CATERINA ENRICO

Collaboratore

Curriculum

Education: Universitiy Degree in Computer Science (‘Scienze dell’Informazione’),
The University of Pisa, Italy – August 1988

Languages, Certifications and Habilitations:
Italian, native
English, fluent spoken and written – Cambridge University Proficiency Certificate
French, upper-intermediate

• Qualified teacher for “Informatica Gestionale” – Classe LIII – D.M. 23.3.1990
• Professional certifications: Oracle Cloud Infrastructure (IaaS) - SCRUM PSM I; COBIT 3; Prince2 Foundation; Siebel Business Analyst; Siebel Certified Consultant

PROFESSIONAL ROLE AND PROFILE

• Currently working for Oracle Italia, with the status of ‘Dirigente’, as an EMEA Customer Experience (CX) Architect SaaS
• Covering the roles of engagement manager and solution architect in large contracts, involving multiple Oracle technologies and hardware platforms
• Involved in the CRM market for 22 years. Multiple successful engagements in CRM implementations and product upgrade projects, working with the leading worldwide consulting companies
• Strong and recognized experience in CRM / Customer Experience (CX) large implementations in Telco and Banking industry. Previously has worked for 10 years in the Oil Industry
• Responsible for supporting the customer during the whole project implementation lifecycle and in the post-production phase
• Customer’s advisor
o Implementation of Oracle Sales and Service products according to the recommended practice
o Accelerate delivery and users’ acceptance, and mitigate project risks
o Implementation Assessment reporting on the customer’s CRM program
• Architecture and Infrastructure advisor
o Design of the architecture topology, including integration with external systems
o Sizing of the hardware architecture
o Application test and tuning
• Project management skills, although not the most required in the role – PRINCE 2 certified
• Proficiency in providing CxO level status reporting and executive summary of the project risks/issues
• Strong problem-solving skills. Issue escalation management within the Technical Support and the Engineering to shorten the resolution time and mobilize quickly the appropriate resources
• Dispatcher of technical resources; technical documentation review (QA) and follow up with the customer

MAIN ENGAGEMENTS AND PROJECTS
- June 2021, Current. Leading Automotive Italian Brand - Engagement manager and solution architect to design and implement a Cloud CX Service B2B & B2C application to support vehicle owners and dealers in their interaction with the Factory. Service Requests and Satisfaction Surveys for owners. More than 2,300 users.
Previous main engagements:
- Main consumer's goods worldwide earing aids company. Engagement manager and solution architect. Design and implementation of a Cloud application to manage the lifecycle of the shops, and the master data of the dealers. The project also includes the development of a Cloud application to calculate the incentive fees for the agents
- International Tobacco Company. Design phase. Team leader in the Retail Initiative stream. Brand new Cloud implementation of CX Consumer Goods to replace a mature CRM Siebel implementation
- Italian Gas and Utility company. A proof of concept (POC) in Cloud for the Internet of Things (IoT) - Connected Worker - to monitor the status of “man down” in the power plants or for drivers. Design of the architecture, management of the joint activity with Product Engineering and the remote team that delivered the POC
PREVIOUS ROLES
-Siebel Systems: Senior Principal Technical Account Manager