Susan Quercioli

WORK HISTORY

EDUCATION

SKILLS

ABOUT SUSAN QUERCIOLI

my strenghts are :10 years experience understanding customers\' queries and delivering them solutions;5 years experience in Project Delivery Management, stakeholders management, while delivering services and products.Highly organised, customer focussed, reactive and open to change.Detail oriented problem solver, self-learner, active listener with patience and resilience, that stays calm under pressure; goal-oriented forward thinker with a dedication for quality, continuous improvement and customer delight.20+ years in the IT Industry, I\'m fluent in English and Italian, used and happy to work in multinational, multicultural environments in 4 Nations.My notable achievements- Continuous improvement: As member of ASCIO Technology team, we improved NPS metric from -18 to +58- Customer Service Manager and Supervisor: I established one IT Technical Support Service for Soloinrete. and one CCTV O&M Service for Viasys. Grew team with training and tutoring: from 1 to 5 in-office plus 10 on site technicians. I also kept regular coaching sessions and supervised day-by-day activity- Project Delivery Manager: In Brightband I accomplished the Viasys\'s CCTV system installation in the biggest PV plant in Italy by 2010 (60 km of cables, 185 cameras on poles, 7 km of fences, controlled by 8 servers, 5 nationalities 10 people team)- Training Subject Matter Expert - SME: Chosen among a team of 250 Lebara agents, I successfully transferred knowledge, procedures and company Culture to the new team in India with daily coaching (2 months Project)- Operation & Maintenance Manager: I supervised Viasys\'s operation and maintenance activities in over 220 CCTV Photo Voltaic energy harvesting fields, reporting directly to C level, whilst delivered service within time and budget constraints. I was the only authorized trusted point of contact in case on intrusion/thefts on the sites (average value of damages: 500K Euro)- Service response improvement: Viasys\'s average -27% reduction of end-to-end customer issues assessment time.** REASON FOR CAREER CHANGE **I am currently transitioning to Agile Product Management from a previous solid Product-oriented Management (IT + Hardware installation of Video Surveillance, Solar Farm, WIFI and LAN Networks, etc.) and Customer Services (Telecommunications, Web Domains). I am eager to learn and be able to make a difference.