Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I am Stefania Mercolini, a professional with extensive experience managing end-to-end projects, optimizing operational workflows, and coordinating cross-functional initiatives across SaaS, public, and private environments. I translate strategic goals and customer needs into structured frameworks, scalable plans, and measurable outcomes to drive success. I excel at leading remote teams, overseeing technical project planning, requirement gathering, issue management, and post-launch support to boost client satisfaction, efficiency, and quality. My collaborative approach strengthens stakeholder alignment and consistently delivers meaningful results for clients and organizations.…I am Stefania Mercolini, a professional with extensive experience managing end-to-end projects, optimizing operational workflows, and coordinating cross-functional initiatives across SaaS, public, and private environments. I translate strategic goals and customer needs into structured frameworks, scalable plans, and measurable outcomes to drive success. I excel at leading remote teams, overseeing technical project planning, requirement gathering, issue management, and post-launch support to boost client satisfaction, efficiency, and quality. My collaborative approach strengthens stakeholder alignment and consistently delivers meaningful results for clients and organizations.

Stefania Mercolini

Project Manager, Production Coordinator, Data Analyst, +1





I am Stefania Mercolini, a professional with extensive experience managing end-to-end projects, optimizing operational workflows, and coordinating cross-functional initiatives across SaaS, public, and private environments. I translate strategic goals and customer needs into structured frameworks, scalable plans, and measurable outcomes to drive success. I excel at leading remote teams, overseeing technical project planning, requirement gathering, issue management, and post-launch support to boost client satisfaction, efficiency, and quality. My collaborative approach strengthens stakeholder alignment and consistently delivers meaningful results for clients and organizations.…I am Stefania Mercolini, a professional with extensive experience managing end-to-end projects, optimizing operational workflows, and coordinating cross-functional initiatives across SaaS, public, and private environments. I translate strategic goals and customer needs into structured frameworks, scalable plans, and measurable outcomes to drive success. I excel at leading remote teams, overseeing technical project planning, requirement gathering, issue management, and post-launch support to boost client satisfaction, efficiency, and quality. My collaborative approach strengthens stakeholder alignment and consistently delivers meaningful results for clients and organizations.

Available to hire

I am Stefania Mercolini, a professional with extensive experience managing end-to-end projects, optimizing operational workflows, and coordinating cross-functional initiatives across SaaS, public, and private environments. I translate strategic goals and customer needs into structured frameworks, scalable plans, and measurable outcomes to drive success.

I excel at leading remote teams, overseeing technical project planning, requirement gathering, issue management, and post-launch support to boost client satisfaction, efficiency, and quality. My collaborative approach strengthens stakeholder alignment and consistently delivers meaningful results for clients and organizations.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

English

Fluent

Italian

Fluent

Work Experience

Manager Project Coordination and Customer Support at Thrive Health

August 1, 2023 - June 1, 2025

Directed end-to-end project delivery and operational strategy for a national SaaS healthcare platform serving public and private sector clients. Built the Project Coordination function from the ground up; led Customer Support; maintained 90%+ CSAT. Delivered multiple complex SaaS implementations, managed scope, timelines, stakeholder communication, risks, and post-launch support. Established company-wide delivery frameworks, SOPs, and automation tools, reducing operational workload by 30% and improving delivery predictability. Designed onboarding and training programs for clients and internal teams; drove adoption and alignment. Built and led remote, cross-functional teams; partnered with Product, Implementation, DevOps and Account Management to translate customer insights into improvements supporting retention and expansion.

Manager Customer Support at Thrive Health

March 1, 2022 - June 1, 2025

Managed Technical Support Analysts delivering high-quality post-implementation SaaS support, escalating complex issues, and ensuring client satisfaction. Designed and implemented scalable support operations, including automations and knowledge base, reducing ticket volume by 25% and improving resolution times. Tracked OKRs, KPIs, SLA performance, and reporting metrics to align support with retention and service targets. Developed onboarding and training programs that increased team efficiency and technical expertise.

Customer Support and Operations Lead at Thrive Health

April 1, 2021 - March 1, 2022

Developed SOPs, ticket workflows, knowledge base and operational frameworks. Partnered with Product and Engineering teams to resolve complex technical issues and advocate for platform improvements, resulting in software stability and higher client satisfaction.

Customer Experience Analyst at BC Liquor Distribution Branch - Ministry of Public Safety

May 1, 2020 - April 1, 2021

Managed B2B and B2C operations for 300+ retailers, improving onboarding, compliance, and operational efficiency. Delivered onboarding and training sessions for new retailers to improve compliance and reduce repeated requests.

Disability Claims Management Coordinator at BC Liquor Distribution Branch - Ministry of Public Safety

September 1, 2019 - May 1, 2020

Managed workplace injury and disability claims for public service employees under union and provincial guidelines. Selected by the HR Director to create a manual for legal claims processes, standardizing legal claims workflows.

Client Services and Operations Coordinator at Expedia CruiseShipCenters

March 1, 2019 - September 1, 2019

Delivered administrative, financial, and client support at a fast-paced travel agency, streamlining operations to enhance efficiency and client satisfaction.

Financial and Court Operations Analyst at Sands & Associates

October 1, 2017 - March 1, 2019

Supported clients with bankruptcy by providing financial analysis, case preparation, accuracy in income calculations, asset/liability reviews, and repayment terms. Attended court hearings, acting as an analytical and procedural expert.

Financial and Court Operations Analyst at Sands & Associates - Bankruptcy Insolvency Trustees

October 1, 2017 - March 1, 2019