Marcello Miceli
Resumen profesional
Director of Operations | MD - COO Level Leader |
Senior executive with 20+ years leading large-scale multi-site/country global business operations and building high-performing organizations across BPO, Financial (Fintech), and Technology (Telco/SaaS) industries with full P/L accountability.
I specialize in build-to-scale service delivery projects, transformation programs, and go-to-market business expansion.
I turn operational complexity into clarity — translating companies’ and clients’ strategic objectives into execution plans that outperform operational and commercial targets, making businesses run better, faster, cheaper, and financially fit for growth.
Datos destacados
19
19
years of professional experience
Experiencia
Managing Director
Intrum
Málaga
2021.02 - 2025.04
- Credit management service provider across 20 EMEA countries. Industry: Financial - Team: 7 direct & 250 indirect. Reporting: COO. Website: https://www.intrum.com/
- Built an OpEx hub from scratch → scaling 250+ FTE, €9M revenue.
- Redesigned operating model → reduced cost-to-serve by €300K (€1.3M→€1.0M).
- Directed OPHELOS GenAI platform integration → 21% FTE decrease and 60% increase in digital channel adoption.
- Transformed EVP → cut attrition 52% (42% → 20%).
- Executed €3M multi-country restructuring → zero legal escalations, all strategic targets achieved.
- Deployed Genesis Cloud CRM and SHELF → automated knowledge management, enabling 14% headcount reduction.
- Launched Qualtrics AI-powered QA platform → lifted CSAT 7% (4.3→4.6), improving service quality by 10%.
- Initiated enterprise RACI matrix → cut project overruns 75%.
- Established a GRC - Governance - Risk Compliance program → achieving ISO 9001, 27001, and 27701 certifications with a 90% stakeholder satisfaction.
- Developed a strategic channel expansion plan →110% increase in activity volume.
- Architected predictive WFM model with role specialization → reduced cost-to-collect 26%, lifted agent collection 28%.
- Optimized BackOffice processes → reduced volumes 45%, decreased 33% in cost.
Director Of Operations
Sector Alarm Group
Málaga
2017.09 - 2020.06
- Global Security Services providers across 8 European countries. Industry: Security - Team: 7 direct & 60 indirect. - Employee: +2K. Website: https://www.sectoralarm.com/
- Led go-to-market project → built 5 departments, scaled 60+ FTE.
- Led a 22K customer M&A integration, → cutting churn by 16% and growing ARR by 10%.
- Integrated Twilio CRM with full CX redesign → deployed chatbots and mobile app, lifting digital channel adoption 6%.
- Renegotiated service contract terms → reduced callout costs 17%, saving €49K annually (€564K → €515K).
- Built a 30K customer portfolio across a hybrid strategy (organic and inorganic) growth → €12M annual subscription revenue generating.
- Secured 100% audit success rate and zero regulatory fines → aligning BCP and security protocols with Segurpri standards.
- Engineered a scalable sales performance infrastructure, lifting conversion from 14% to 22%.
- Directed the building of a new alarm receiving center, unlocking 18%+ incremental service capacity for future growth.
- Led a 22K customer M&A integration, cutting churn by 16% and growing ARR by 10% through post-merger customer success and upselling strategy.
- Established Customer Quality Forum with structured MBR/QBR cadence → drove CSAT to 90.4%, a 16-point improvement.
Head of Business Support
Colt Technology Services
Barcelona
2012.01 - 2014.12
- Digital infrastructure company providing network, voice, security, and data center solutions. Industry: Telco/IT - Team: 7 direct & 70 indirect. Revenue: €1.5M - Employee: +5K. Website: https://www.colt.net/
- Renovated TOM - Target Operating Model across 13 EMEA countries → delivering €482K in annual savings.
- Revamped Colt Online customer portal → cut support calls 25%, boosted self-service user adoption 30%.
- Implemented a B2B SaaS cloud-based network and computing service delivery platform → expanding 400+ channel partners and 124 resellers.
- Spearheaded Oracle Siebel CRM deployment → improved MTTR performance 8%.
- Negotiated a governance framework across the order-to-cash lifecycle → redesigned service catalog with a 29% in volume.
- Slashed monthly invoice disputes 48%, from €6M to €3.1M → via structured governance dispute management framework.
- Improved TSAT scores by 10% for billing and 7% for general inquiries.
Contact Center Site Director - Logitech
TTEC
Barcelona
2009.11 - 2011.12
- Global BPO CX Consulting, Tech, and Managed Services provider. Industry: BPO - Team: 8 direct & 100 indirect. Revenue: $1.1B - Employee: +50K. Website: https://www.ttec.com/
- Organized an 11-country 100 FTE EMEA ramp-up for Logitech.
- Cut AHT 22% (1,013→791 seconds) → real-time analytics dashboard.
- Lifted FCR 6% (69% → 75%) within 90 days.
Operation Manager - LG Electronics
Foundever
Barcelona
2005.12 - 2009.04
- Sitel / Foundever is a global BPO customer service provider of CX solutions across 45+ countries in 60+ languages. Industry: BPO - Team: 4 direct & 40 indirect. Revenue: $1.4B - Employee: +150k. Website: https://foundever.com/
- Sharpened workforce planning accuracy 10% → systematic historical contact data analysis.
- Reduced service dissatisfaction by 8% (31%→23%).
- Revitalized employee engagement → boosted satisfaction scores 35%, reduced turnover 20%
Formación
Diploma - Computer Science
ITIS Ettore Majorana
Master - Business Analytics & Data Strategy
EAE
Madrid 2026.04 -
Master - Business Administration & AI
The Power MBA
2025.09 -
Enfatiza tus habilidades clave
- Strategy
- Leadership
- Communication
- Innovation
- Operational Excellence
- P&L
- Data Analytics
- Risk & Compliance
- CX
- Digital Transformation
- Change Management
- Stakeholder Management
- Project Management
Éxitos profesionales
- Developed the roadmap of the ONE Intrum transformation program, ramping up to +250 professionals and delivering 3.5M€ of savings in 3 years FY21-23.
- Planned the M&A process for a 22K-portfolio acquisition; built a post-merger integration strategy, resulting in a 16% churn reduction within one year, and achieved FY19 closing at 10.8%.
- Directed OPHELOS GenAI platform integration in Belgium, resulting in a 21% reduction in FTEs and a substantial increase in self-service rates by 60% within FY24.
Project
E-commerce & Post Sales CX
06/15 - 01/17, Barcelona, Spain
https://www.lacomercial.info/
La Comercial is a concept boutique offering unique international luxury and niche brands.
Delivery: I designed and implemented the e-commerce and post-sales customer journey, balancing business strategy, user experience (UX), and technical architecture.
Información adicional
Work Permit - No visa sponsorship or work authorization required for employment in the USA or the European Union
Relocation: Available to relocate across the EU and the US
Travel: 75%-100% (national and international
Settings: Hybrid, In-Person, Remote
Idiomas
English
Experto
Italian
Experto
Spanish
Experto
Technical Skills
CRM & Ticketing - ServiceNow, Genesys, Calabrio
AI & Automation, BI & Analytics - Python (basic), SQL
Finance & ERP: SAP, Oracle, NetSuite
Collaboration & PM: Jira, Confluence, MS Teams
Cronología
Master - Business Analytics & Data Strategy
EAE
2026.04 -
Master - Business Administration & AI
The Power MBA
2025.09 -
Managing Director
Intrum
2021.02 - 2025.04
Director Of Operations
Sector Alarm Group
2017.09 - 2020.06
Head of Business Support
Colt Technology Services
2012.01 - 2014.12
Contact Center Site Director - Logitech
TTEC
2009.11 - 2011.12
Operation Manager - LG Electronics
Foundever
2005.12 - 2009.04
Diploma - Computer Science
ITIS Ettore Majorana