Marcello Piazza

• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Developed strategic plans, setting clear objectives and achievable milestones for the team.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Project Leader for global customer success dept. Strategic Projects and Service management focused on customer satisfaction and customer support KPI's program for Customer Success program.
• Facilitated workshops and conducted one-on-one training to educate team members.
• Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
• Managed multiple strategic projects with numerous sub-projects or workstreams.
• Identified program obstacles and communicated possible impacts to team.
• Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
• Met with project stakeholders on regular basis to assess progress and make adjustments.
• Coached team members on professional development opportunities, contributing to improved overall performance.
• Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
• Optimized resource allocation, effectively balancing priorities and managing competing demands.
• Built teams to address project goals and objectives for multiple projects.
• Delivered high-quality results by setting performance metrics and monitoring progress against targets.
• Coached team members on productivity strategies to accomplish challenging goals.
• Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
• Improved program efficiency by streamlining processes and implementing time-saving solutions.
• Championed best practices in project management, fostering a culture of continuous improvement.
• Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
• Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
• Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
• Increased customer satisfaction through effective communication of program goals and expectations.
• Developed and maintained logistics workflows, procedures and reports.
• Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
• Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
• Leveraged project management processes and tools to define and execute projects.
• Interacted with customers and clients to identify business needs and requirements.
• Established team priorities, maintained schedules and monitored performance.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Streamlined support processes for improved efficiency and reduced response times.
• Managed high-priority cases, coordinating resources and driving issue resolution to meet strict SLA requirements.
• Delivered exceptional customer service by maintaining regular communication with clients throughout the support process.
• Led workshops for internal staff members on new technologies, strengthening overall team competencies in emerging trends within the industry.
• Tailored support strategies to meet the unique needs of individual customers while adhering to established protocols and best practices.
• Reduced ticket resolution time by creating comprehensive documentation of common issues and resolutions.
• Provided proactive solutions by conducting thorough analyses of recurring system failures.
• Implemented knowledge management systems, optimizing access to critical support resources.
• Ensured timely escalations when needed by closely monitoring case progressions.
• Optimized existing support procedures by identifying areas for improvement in incident tracking systems.
• Mentored junior engineers, promoting skill development and fostering a positive team environment.
• Developed strong relationships with key clients, ensuring long-term customer loyalty and repeat business.
• Conducted root cause analysis to identify underlying issues and prevent future occurrences of common problems.

• Collaborated with developers, analysts and project managers to expedite incident resolutions.
• Provided training to end users on new and updated systems and software.
• Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
• Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
• Optimized system performance by recommending hardware upgrades or configuration adjustments based on usage patterns and load testing results.
• Demonstrated a strong commitment to professional development by attending industry conferences, webinars, and workshops, staying current on the latest technologies and trends in application support.
• Provided updated patches for operating systems and system configuration to improve efficiency [Number]%.
• Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
• Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by [Number]%.
• Conducted thorough root cause analysis on recurring issues, implementing long-term solutions that reduced support requests.
• Participated in on-site requirements gathering sessions.
• Responded to customer inquiries and provided technical assistance over phone and in person.

Magspotter mobile/web application.

Integration through Phonegap and Sencha touch