December 19, 2024
Can you please share your background?
I’m Italian, born in a small town about 100km North of Venice. Growing up, I experienced the simple small village life in the area of the now Unesco World Heritage of “Colline del Prosecco.” From those early days, my family encouraged me to give my all to the task at hand. Later, I went to the Padua University where I earned a Laurea Degree in Electronic Engineering.
How did you get into your line of work?
Right after university, my career started in the testing business by helping start an EMC lab from scratch for a small company. Here I learned that “if it wasn’t for the customer, we wouldn’t have a job.” I was both the technical manager and the sales manager of myself! It was a great experience as I got to know the details of the testing business and the needs of the customers.
What brought you to UL Solutions?
Later, my company was acquired by a bigger entity prompting me to explore a change. So, I reached out to the head of the UL in Italy who at the time was just starting to expand and I became the first field engineer in the country.
My job was to do evaluation and witness testing at customer facilities. My responsibilities extended from Ireland to South Africa, from Portugal to Turkey. Over time, I grew my competencies in refrigeration and air conditioning, becoming the first regional lead reviewer in Europe.
Over the ensuing 25 years, I covered several different responsibilities in both technical and commercial spaces. I’ve been given the opportunity to support the new business line of furniture testing across the world and expand my knowledge on Sustainability and Environmental services by driving such business in Europe. I’ve been responsible for UL 360, where I learned the complexities of the software business, and lately, I’ve been supporting the Global and Strategic Accounts team in developing the program to a broader set of accounts and enabling the technology required to run a modern account management system.
Can you describe your typical workday?
My responsibilities these days are two folds: from one side I’m acting as the connecting pipe for the Commercial Excellence leadership team, and on the other side I’m leading the Customer Care and Customer Advocacy teams. I’m balancing planning and execution of yearly activities with weekly and monthly updates to and coordination/coaching. To be successful, I have to lead with influence without always having the authority, this makes my job both enriching and exhilarating.
What are your favorite things about working at UL Solutions?
There are two things I’ve always appreciated about working at UL Solutions, the first is the level of cooperation and support that we provide to each other driven by our mission of working for a safer world, and the second is the investment that the company has always made on talent development. I’ve become a much better version of myself due to the opportunities I’ve gotten while working at UL Solutions.
How do you help UL Solutions work for a safer world?
Beyond supporting the Commercial Excellence teams, I’m proud to lead a talented team of professionals who supports our customers in their interaction with UL Solutions. Our Customer Care group responds to customer inquiries, serves as a connector across UL Solutions teams and builds capabilities towards omni-channel, contextual, digital and data-first customer service interaction model.
With the Customer Advocacy team, we’re evolving the Net Promoter Score program to deliver proactive and actionable customer insights, which in turn enable action planning at COU and regional levels. Additionally, the Customer Advocacy team is addressing customer complaints and feedback promptly.