FEDERICA CARNEVALI
Huntersville
Summary
Results-driven Customer Operations Manager known for high productivity and efficient task completion. Specialize in strategic planning, customer service excellence, and team leadership. Excel in communication, problem-solving, and adaptability to ensure smooth operations and enhanced customer satisfaction.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Global Customer Operations Manager
Corning Optical Communication LLC
Charlotte
07.2025 - Current
- Lead, mentor, and manage a team of 140 (6 direct reports) across Americas, EMEA, and APAC
- Develop and implement global customer operations strategies aligned with business objectives and regional requirements
- Optimize operational processes and systems to enhance efficiency, customer satisfaction, and scalability
- Ensure seamless execution of day-to-day operations, including service delivery, issue resolution, and customer support
- Monitor key performance indicators and metrics to track operational effectiveness and identify areas for improvement
- Collaborate with cross-functional teams (Sales, Product, IT, PLM, Finance, etc.) to support business growth and ensure a unified customer experience
- Drive change management and continuous improvement initiatives, leveraging data and best practices to achieve operational excellence
- Oversee recruitment, training, and development to build high-performing teams and foster professional growth
- Manage budgets, resources, and capacity planning to meet business needs and optimize cost efficiency
- Ensure compliance with regional regulations and company policies in all customer interactions
- Serve as a strategic partner to senior leadership, providing insights and recommendations based on customer operations data and trends
Customer Operations Manager, Americas
Corning Optical Communication LLC
Charlotte
01.2023 - 06.2025
- Oversaw daily customer operations for the Americas, ensuring service quality and satisfaction
- Led and developed a regional team of 80 across multiple functions
- Implemented regional strategies and optimized operational workflows
- Monitored key metrics to identify trends and drive improvements
- Collaborated cross-functionally to resolve issues and support business initiatives
- Managed escalations and high-priority customer cases
Customer Care Manager, EMEA
Corning Optical Communication GmbH & Co. KG
Berlin
10.2017 - 12.2022
- Managed teams of 60 across two countries
- Developed strategy and vision for Customer Care
- Resolved customer escalations and defined KPIs
- Created staff development plans and optimized processes
- Drove change management and fostered cross-functional collaboration
Head of Sales
Jobvertising Crossmedia GmbH
Berlin
08.2013 - 10.2017
- Led a sales team of 20, managed a €2M budget, developed key accounts and customer clusters, and drove business and product development
Project Manager
United Land Group of Companies
Berlin
05.2010 - 07.2013
- Managed customer relationships and cash flow while leading renovation project teams.
Hotel Manager
Borgo Hotel Le Terre del Verde
03.2006 - 03.2010
- Oversaw hotel operations, budget planning, guest satisfaction, customer acquisition (B2B), and management of seasonal staff
Account Manager
Turboair SPA
03.2003 - 03.2006
- Managed B2B customer accounts across multiple regions and oversaw order management and supply chain support
First Level Support Agent
Indesit Company SPA
10.2002 - 02.2003
- Provided first-level customer support
Education
Bachelor's Degree With Honors (cum Laude) - English and German Language and Literature
University of Perugia
Italy01.2002
Skills
- Analytical and solution-oriented
- Interpreting metrics
- Implementing solutions
- Business acumen
- Cultural awareness
- Change management
- Fostering a culture of continuous improvement
- Excellent communication skills
- Customer-focused problem resolution
- Global customer operations management
- Strategic planning
- Process improvement
- Workflow optimization
- Strong leadership
- People management of dispersed teams
Certification
- Kepner-Tragoe Problem Solving and Decision Making, 04/01/25
- Global Emerging Leaders (GEL) Program, 09/01/22 - 02/28/23
- Business Trainer, 09/01/20 - 04/30/21
- Systemic Personal & Business Coach (ECA Certified), 10/01/19 - 06/30/20
- Dimension of Leadership: Leading Teams, 04/01/19
- Hotel Management Training, 02/01/09 - 06/30/09
Languages
- English, Proficient
- German, Proficient
- Italian, Native
Languages
English
Full Professional
German
Full Professional
Italian
Native/ Bilingual
Affiliations
- Iyengar Yoga, fitness, travel, hiking/walking withmy dog Matilde, climbing, exploring different cultures
Timeline
Global Customer Operations Manager
Corning Optical Communication LLC
07.2025 - Current
Customer Operations Manager, Americas
Corning Optical Communication LLC
01.2023 - 06.2025
Customer Care Manager, EMEA
Corning Optical Communication GmbH & Co. KG
10.2017 - 12.2022
Head of Sales
Jobvertising Crossmedia GmbH
08.2013 - 10.2017
Project Manager
United Land Group of Companies
05.2010 - 07.2013
Hotel Manager
Borgo Hotel Le Terre del Verde
03.2006 - 03.2010
Account Manager
Turboair SPA
03.2003 - 03.2006
First Level Support Agent
Indesit Company SPA
10.2002 - 02.2003
Bachelor's Degree With Honors (cum Laude) - English and German Language and Literature
University of Perugia
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