Mariacarmela Vozzo

Promoted to oversee Insight’s operations across Belgium, covering both the Corporate and EU Public Sector segments. In this expanded role, I lead the country’s sales operations, manage strategic vendor relationships (including Microsoft, Adobe, Citrix, and Cisco), and actively support public tender processes. I drive operational excellence and transformation initiatives that align with Insight’s global strategy, ensuring a seamless client experience from purchase to pay.

Key Responsibilities & Achievements:

• Lead a high-performing team 12+, boosting development and achieving 90% satisfaction through mentoring and career growth.
• Drive daily sales operations and vendor engagement, ensuring alignment with business goals and client needs.
• Manage and resolve client escalations ( 50+ client escalations annually with a 98% satisfaction rate) translating feedback into actionable improvements and process enhancements.
• Improved SLA adherence by implementing tailored SOPs and KPIs.
• Delivered 100% on-time project execution across offshore teams.
• Identified bottlenecks, implemented solutions, increased productivity.
• Analysed performance metrics, identified areas for improvement in operations management.
• Work closely with the Business Intelligence team to develop impactful reporting for clients and internal stakeholders.

• Recruited, guided, and mentored local and remote Inside Sales teams (20+ FTEs across EMEA and Manila), achieving a 90% team satisfaction rate and ensuring effective execution of the EUIs framework contract.
• Oversaw the EUIs framework contract, ensuring 100% compliance and contributing to a 15% YoY increase in contract renewal rates.
• Responsible for guaranteeing client satisfaction, serving as the "escalation point" for intricate inquiries and ensuring the surpassing of SLAs and KPIs.
• Research and implementation of RFPs proposal
• Allocated teams, materials and calendar space for individual projects.
• Reviewed contracts and proposals, ensuring 100% compliance with internal quality standards and reducing rework by 40%.
• Analysed sales reports to identify trends and update strategies.

• Oversaw account portfolio to deliver top-quality account services with EUIS
• Delivered exceptional customer service, addressing customer queries and handling customer complaints.
• Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.

• Facilitate coordination between our European customers and our headquarters in the USA
• Serve as the primary point of contact for B2B customers located in European countries, with a focus on Italy, France, and the UK
• Enhance relationships between European customers, the USA, and Customs by assisting with customs clearance, incoterms, shipment conditions, invoicing, SAP system integration, and other related tasks
• Support inventory sales and contribute to commercial product strategy initiatives, including the introduction of new products by educating potential customers about their features

• Collaborate with global brand owners across various industries to join IPM and develop their anti-counterfeiting strategies.
• Coordinate with international organizations, governmental agencies, Customs Authorities, associations, and private sector industries.
• Advocate for Memorandums of Understanding (MoU) with Associations & Partners and involve WCO's Country Members in supporting the program.
• Present at industry-specific trade shows, seminars, and meetings on a global scale.
• Establish lasting partnerships with Security Solutions Providers.

• In charge of overseeing the Italian market and driving its growth within the country, I spearheaded the establishment of business operations in Italy, revolutionizing the management of tax-free fuel allowances for diplomatic entities.
• The successful implementation of this project involved fostering collaboration among the private sector, diplomatic community, government entities, and customs agencies in Italy.
• Proficient in conducting public speaking engagements, conferences, and private discussions with key stakeholders such as the Ministry of Foreign Affairs, Protocol Office, Customs Agency, and Oil Companies.