Marco Arru Email & Phone Number

Berlino, Germania

Build and lead a team of quality managers, analysts and specialists to carry out global operations and projects in the following 4 areas:- Quality Assurance and Quality Control- Voice of Customer and Customer Feedback analysis- Knowledge & Process Managmeent- Customer Care journey automation & self-help solutions- quality reporting- pmi and go live projects

Berlin, Berlin, Germany

• Responsible for the CS Quality and Automation roadmap.• Define the global quality strategy and quality control operations for in house and BPOs (+400 agents);• Secure conformity according to FlixBus standards with the goal to strengthening customer satisfaction; • Boost stable quality of voice and non-voice performance (+20 supported languages);• Support FlixBus international expansion by developing processes for a scalable automated quality assurance function;• Project Lead for the creation of a new Quality Assurance framework, including the ideation and implementation of the Quality Tools and Business Intelligence;• Project Lead for the creation of the CS Communication Portal, to automate and scale the knowledge worldwide diffusion;• Provide reports and related measures to enhance customer satisfaction;• Business Owner for CS Trainings and blended learning program;• Business Owner for Phone-Bot and Chat-Bot quality improvements;• Continuous collaboration with IT departments and Country Operation Managers across all the European and US markets, aimed to improve customer experience and reach the highest level of Customer Satisfaction.

Berlino, Germania

• Secure conformity according to FlixBus standards with the goal to strengthening customer satisfaction and efficiency in 4 remote contact centers• Boost stable quality of voice and non-voice performance, deliver quality controlling by evaluating satisfaction items of multiple service providers across europe• Provide transparency according to FlixBus knowledge by creating needed e-learning content according to process change and growth• Support FlixBus continuous international expansion by developing processes for a scalable automated quality assurance function• Actively foster automation and support projects for quality improvements and the enhancements of Quality Tools and Business Intelligence• Provide reports and related measures to enhance customer satisfaction in Contact Center• Continuous collaboration with IT departments and Country Operation Managers across all the European and US market to identify the best and tool to collect customer insights and reach higher level of Customer Satisfaction

Sassari, Italia

Rehearsal Room, Recording Studio and Music Farm. DomoSounD was created and designed to develop a place where musicians and artists can dream up, play and grow their ideas. It's a place created by musicians for other musicians. Dozens of artists and authors visited, played, jammed together and recorded their music inside the "Domus" since it was founded.

Berlino, Germania

Managing of damage cases for the whole Italian fleet. - damage evaluation;- appraisal and cost estimation requests;- insurance protocols;- final invoicing and charging.Constant dialogue with all the stakeholder involved in the process:- business and private customers;- insurance companies and major credit card financial companies;- professional engineer appraisals;- Police and public forces;- lawyers and adjusters.Active collaboration with other Sixt department such Business Development, Fleet Management, Fleet Maintenance, Account Receivables and IT.

Sassari, Italia

Monitoring corporate performance and assisting ownership in strategic planning and decision-making process. Creation and implementation of a new Management Control System through the implementation and integration of different software packages:- Sistemi ESolver (operational accounting);- Space (transport management system);- Daimler FleetBoard (fleet management software).Main Achievements:- Managed the transition to newest software for operations and accounting, coaching company employees and colleagues and writing specific procedure manuals;- Renovated and boosted the customer care process, from email to calls;- Empowered employees achieve measurable results based on new KPI’s (invoicing-delivery note/time; cost per km; warehouse spin, vehicle loading and “empty lorry” trips);- First launch of a new CRM system and design of all related procedures;- Speed-up of the debt collection process with automated customized reminders and warnings via CRM;- Development of an analytical accounting system based on cost centres related to the main departments- Passed the ISO:9001 - OHSAS:18001 - ISO:14001 certification audit.

Sassari

Strategic consulting, including decision support, business plan development, budgeting process. Managing and supporting bank-firm relationships, rating improvement, access to credit, easy finance and easy loan.

Sardegna, Italia

I initially offered financial advice, placing financial products to association's members, prospects and leads. After three years, I have joined the planning board, collaborating to the organization of multipleservices provided in different branches: finance, training, exports, marketing and communication. I managed the online presence of the organization via Facebook, LinkedIn, and wrote contents for their weekly Mailchimp newsletter and their official website. I cooperated to the business development of annual regional and national B2B network events.Events Creation Focus:- Contents creation and organization of "Expandere Sardegna" (annual regional B2B network event with hundreds of companies from different economic industries) and "CDO Sharing" (national B2B event focused on networking meetings and workshops).- organization of presentations, seminars and workshops about different areas of business management;- press office;- content manager and web-based communication content creation.

Finalist Award for national startup competition "EDISON START" with the project “Adopt Sardinia”, a social e-commerce made to promote Sardinian local products, traditions and landscapes creating a matching between locals and the foreign “adopters”.

Sassari, Italia

The "LINFA" Project was made by consultants to offer free advice and guidance to young people who want to start a new venture. We organized classes, workshops and offered on site consulting to help in the drafting of the first business plan. In 2011 we won a national startup competition coaching the project "ALGHERO QR".PRESS:http://notizie.alguer.it/n?id=41394https://issuu.com/fefe_meet/docs/corriere_vi_-_2011 (pag.17)

Sassari, Italia

Assist students in the resolution of Business Economics exercises.Classroom and one to one teaching.

Alghero Airport

Collection and analysis of various data in order to establish the quality level of the Alghero-Fertilia Airport "Riviera del Corallo".- Detection and data collection with scorecards for all landing field operations;- Interviews with passengers;- Analysis and Reporting;- Team Lead and Coordination of data collectors.

Master'S Degree In Business And Managerial Economics, Business/Managerial Economics

Master, Digital Strategy & Social Media Communication

Web Marketing E-Commerce Performance Marketing Social Media Marketing SEO & SEM Content Marketing Digital PR Mobile Marketing

Bachelor’S Degree In Business And Managerial Economics, Business And Managerial Economics