Laura Celentano

Laura Celentano has a diverse work experience that spans various roles and companies. Laura is currently working at tails.com as a Customer Experience Operations Manager, where they are responsible for managing the customer experience of EU markets and the new Cat proposition. Laura also handles forecasting for EU and ROC markets and supports the CX Ops Manager.

Prior to this, Laura worked as a Senior CX Team Leader at tails.com, where they managed the CX of EU markets and the Republic of Cats proposition. Laura also oversaw the onboarding of new team leaders and handled forecasting for EU and ROC markets.

Before their role as a Senior CX Team Leader, Laura served as a CX Team Leader - International markets at tails.com. In this role, they led a team of specialists across multiple markets and service channels. Laura introduced bank holiday cover to provide consistent service to European customers and managed the team through high and low incoming volumes, including the challenges of Brexit.

Laura also gained experience as a CX Team Leader - Social Media at tails.com, where they grew a team of specialists, improved productivity and engagement, reduced First Response Time (FRT), and introduced quality assurance measures. Under their leadership, the team became one of the highest performing teams.

Additionally, Laura worked as a CX Social Media Specialist and a Customer Experience Specialist at tails.com.

Before joining tails.com, Laura worked at BOL foods as a Marketing & Events Assistant, where they led the development and creation of event assets, organized events, and managed community across digital platforms.

During their time at ICMA Centre, Laura worked as a Student Helper/Barista.

Laura also gained experience at Monaco Telecom in the Marketing & Communication department.

Overall, Laura Celentano has a strong background in customer experience management, team leadership, and marketing, with a focus on driving productivity and engagement.

Laura Celentano has a diverse education history. Laura obtained a Bachelor of Arts (BA) degree with a major in French and Management Studies from the University of Reading, where they studied from 2013 to 2017. In addition to their bachelor's degree, Laura pursued further education at Montpellier Business School in 2015, where they completed a Master of Science (MSc) degree in Management. Prior to their university studies, Laura attended Lycée Albert 1er in Monaco from 2010 to 2013, where they earned a French Baccalaureat degree in the field of Social Economics.

Furthermore, Laura has also obtained additional certifications to enhance their skills. In July 2021, they became a Circl Leader as Coach through Circl®, and in October 2016, they gained a certification from Google's The Digital Garage program.