Marc Picione Email & Phone Number

Having worked as both a Senior Manager of Customer Experience and Call Center Manager, Marc has an extensive understanding of the typical customer journey and a strong aptitude for empathizing with it. He has leveraged this experience to support teams of up to 20 front-line representatives in call or chat environments, and to uncover customer-centric insights to address emerging needs in his CX roles. His latest primary focuses were performing research and analysis allowing him to clearly articulate the customer experience to necessary stakeholders, making data-driven recommendations to guide the creation of an IBM Watson-based voice bot, and collaborating with the UX team and other peers to influence decision-making as it relates to defining impactful customer experiences.Marc has worked in the pharmaceutical, healthcare, and wireless telecommunication industries in management, operations, and quality assurance roles. He is known as an analytical, detail-oriented leader and is highly regarded for critical thinking, coaching, his ability to listen, and teamwork. He understands the big picture, aligns his team with the company vision, and pushes himself and others to improve daily.Marc holds a Bachelor of Arts in Business Administration with a Management concentration, a CyberSecurity Certificate from Case Western Reserve University, and a NanoDegree in Business Analytics from Udacity. He continues to develop his professional skills through online learning, certification programs, and completing projects in his spare time.His core proficiencies include Microsoft Office, Google G-Suite, Adobe Photoshop, Tableau, Miro, Change Management, Team Building, Design Thinking, Emotional Intelligence, Data Analysis, Project Management, Time Management, and Process Improvement.When not at work, Marc enjoys spending time with his family, travel, photography, astronomy, plane spotting, and serving his community on the Board of Directors for the Jefferson Run Recreation Association.

Listed skills include Team Building, Analytical Skills, Coaching, Customer Experience, and 37 others.