Marco Mussini

Experience

• 

  Cognizant

  Feb 2014 - Jun 2017

  Sr. Systems Engineer

  02. 2014. – 6.2017 Cognizant Technology Solution Hungary Kft.02. 2017 – 6.2017 ProcurementAbility to understand queries and resolve them – pertaining to Purchase requisitions, Purchase orders, supplier confirmations, payment terms, delivery dates etc,Perform follow up for requisite documentation / information or approvals or data – communication with users / requestors / suppliers,Handling customer emails and phone calls and respond within defined timelines 07. 2016. – 02. 2017 Senior agent:With a long experience and high level of knowledge I became a senior agent; I help my colleagues with the most difficult cases and provide support 02. 2014. – 06. 2016. Tasks as a first level service desk support: Provide first level service desk support to the employees of the costumer receive end user calls/ web tickets, provide first level resolution, ticket creation / categorization / prioritization, ticket escalation to respective support group, incident resolution and recovery ticket closure, responsible for following up on tickets logged, take part in any trainings and coaching / mentoring sessions, making interviews to test Italian language, DTL tasks: weekly backlog, TTR 1h- 24h,FCR report for example. After successfully applying for the DTL position of the Expert and Italian team, I was in the pipeline for a DTL position for six months Show less

• 

  Vodafone

  Jun 2017 - Mar 2019

  Associate Sales

  -Controls the validity of sales data, comparing contracted services withactually performed, recalculating sales commissions if needed andescalating for correction-Collects inputs and verifies data-Works with sales to ensure customer requests are fulfilled on time and inappropriate quality-Prepares standard reports e.g. weekly performance reports and biggerreports like Profit and Loss Statement (P&L) for clients.-Based on the P&L and invoices, find the best service for clients andsupplier.-Controls the validity of sales data, comparing contracted services withactually performed, recalculating sales commissions if needed andescalating for correction-Collects inputs and verifies data-Works with sales to ensure customer requests are fulfilled on time and inappropriate quality-Prepares standard reports e.g. weekly performance reports and biggerreports like Profit and Loss Statement (P&L) for clients.-Based on the P&L and invoices, find the best service for clients andsupplier. Show less

• 

  Bp

  Apr 2019 - Aug 2021

  Senior CSR / Order manager / SAP Super User/ ISO internal auditor

  • Take ownership and resolve escalated telephone and written customer issues.• Escalate activities that are not actioned by assignees.• Order processing and order fulfilment.• Sales order tracking.• Complaint resolution, identification and management of complaint root causes.• Test new implemented solutions in SAP PFL and move them in the PRL • Organize SAP trainings

• 

  Thermo Fisher Scientific

  Sept 2021 - now

  • Responsible for the success of the daily operations of the team.• Communicate cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.• Ensure that the Key Performance Metrics for Customer Services are met.• Support key Customer Care strategies to drive customer loyalty• Manage escalations on all levels of the organization.• Participate in key projects to support local/corporate initiatives.• Identify key improvement opportunities - e.g., system enhancements, processes, tools.• Utilize system knowledge to provide appropriate guidance on transactional capability.• Oversee management of customer-related data within ERP systems.• Train, develop and motivate team members in a challenging environment with demanding customers. • Assess the need for change and implement to increase productivity.• Creating repair work orders and maintain requirements, service dates as per contractual agreement. • Schedule plannable tasks based on input from Account Manager.• Taking part in ad hoc purchases / request for quotation process.• Monitoring email and phone performance.• Monitoring In Scope Service Requests and Work Orders. Show less

  • Team Leader for AMS service support coordinator

    Apr 2023 - now

  • Lead Program Admin

    Sept 2021 - now