Marco Cuccarese Email & Phone Number

Rome, Latium, Italy

• Lead the transformation of 9 local groups into a unified EMEA team (40 resources) to improve service efficiency and quality.
• Process mapping
• Process and goals standardization
• Increased versatility through job enlargement

Rome, Latium, Italy

• Ensure that projects are managed on time and within budget, while providing all stakeholders with the highest standard of quality in communication and final product outcomes.
• Improve team efficiency to increase throughput (100% project closed on time and within budget, 100% ticket handled within SLA).
• Implement project management artifacts such as Project Budget, Project Charter, Project Plan, Gantt chart, RACI matrix, Communication plan, Risk Analysis and Kanban board.
• Clarify roles and responsibilities, and make project information accessible and up-to-date (Microsoft 365 platform).
• Increase team involvement, growth, flexibility, and commitment (average 4.1/5 Gullup Survey score).
• Promote Business Process Management (3 main projects successfully delivered).

Rome, Latium, Italy

• Build processes and tools to reach a high quality technical customer service (over 98% of tickets handled within SLA, with almost 100% of positive feedback) capable of supporting the launch of a new support contract.
• Promote cross-functional team collaboration to improve customer support processes.
• Build prototypes and tools to facilitate knowledge and information sharing.
• Ensure effective and smooth communication between all players involved in support operations.
• Demonstrate increased quality of service offered through detailed reports.
• Increase the number of quotes related to support contract products for brand new customers who require assistance.

Corporate Meditation - An easy way to improve happiness.

Rome

• Adopt a customer-centric approach to build strong relationships that go beyond the standard 'installation and calibration' of products. Work closely with Sales colleagues to increase customer interest in new products.
• Push the service to the next level by adding consultancy and training to provide additional value to contract customers.
• Develop and deliver a "Best Practice" training program.
• Promote and provide consultancy services to key customers.
• Increase contract customer retention rate (survey scores over 4.9/5).

Europa - Australia - Cina

• Install, maintain, repair, and provide support for vision systems (hardware and software) used in the pharmaceutical industry.
• Perform on-field validation for installation qualification (IQ) and operational qualification (OQ).
• Provide remote software support.

Milano

• Create SQL scripting to support billing process
• Analysis, design, and implementation of changes in Siebel application based on the specification of customer/maintenance requirements

Milan, Italy

• High school professor for electronic classes and laboratories.

Milano, Italia

• EU project EURONS 506065.
• Design digital signal processing systems with FPGAs.
• Develop and implement hardware and firmware tests.
• Hands-on Scintillator acquisition chain and Time to Digital Conversion

Milan, Italy

• Install and configure computer hardware, software, systems, networks, printers, and scanners.
• Monitor and maintain computer systems and networks.

Executive Mba

Master'S Degree, Electronic Engineer

Engineer’S Degree, Electronic Engineering, Erasmus Project

Bachelor'S Degree, Audiovisual Communications Technologies/Technicians

Human Inner Design Technology

Diploma Di Counseling Relazionale