Francesco Catapano
About Francesco Catapano
Francesco Catapano serves as the Director of Customer Support at ActiveProspect, where he leads a global support team and focuses on enhancing customer experience through efficiency metrics. He has a diverse background in customer service management, with previous roles at Teleperformance Portugal and LeadsBridge.
Current Role at ActiveProspect
Francesco Catapano serves as the Director of Customer Support at ActiveProspect since 2022. In this role, he leads a global support team and sets medium to long-term goals across various business lines. He focuses on achieving key efficiency and efficacy metrics, including Initial Resolution Time, Total Resolution Time, Customer Satisfaction (CSAT), and Resolution Rate. Catapano partners with leaders in the Customer Success organization to ensure a seamless customer experience and strives to maintain a quality-driven mindset within his team.
Previous Experience in Customer Support
Before joining ActiveProspect, Francesco Catapano held several roles at Teleperformance Portugal. He worked as a Customer Service Representative from 2016 to 2017, then progressed to First Line Manager from 2017 to 2018, and later served as Manager of Operations from 2018 to 2021. In these positions, he directed middle to high-level managers, executed annual plans, and managed daily operations, contributing to the overall efficiency of customer support services.
Experience in Service Delivery
Francesco Catapano was the Director of Service Delivery at LeadsBridge from 2021 to 2022. In this role, he was responsible for overseeing service delivery operations and ensuring that customer support met established standards. His focus on improvement strategies was driven by insights from customer trends and metrics, enhancing the overall service experience.
Educational Background
Francesco Catapano studied at Unitelma Sapienza, where he earned a Laurea triennale in Giurisprudenza, focusing on Scienza dell'amministrazione, from 2013 to 2015. He also attended Scuola di cinema Sentieri Selvaggi, achieving a degree in Sceneggiatura from 2012 to 2013. This educational background provided him with a foundation in administration and communication, which supports his roles in customer support and service delivery.
Early Career and Content Management
Francesco Catapano began his career at Equoevento Onlus, where he worked as a Content Editor and Press Office Manager from 2014 to 2016. His responsibilities included managing content and communications, which contributed to his skills in customer engagement and support. He also worked as a social media blogger at Consulenza Social Media in 2016, further enhancing his communication and content management abilities.