Mario Marques Email & Phone Number

Berlin, Germany

- Responsible for carrying out all commercial and organizational activities associated with the business operations of the accommodation;- Registering residents, carrying out occupancy planning, and maintaining data in the in-house data processing system;- Regularly provide the accounting department with all of the accommodation's accounting-related documents in full;- Processing the facility's incoming and outgoing mail- Availability to the residents for any information… Show more - Responsible for carrying out all commercial and organizational activities associated with the business operations of the accommodation;- Registering residents, carrying out occupancy planning, and maintaining data in the in-house data processing system;- Regularly provide the accounting department with all of the accommodation's accounting-related documents in full;- Processing the facility's incoming and outgoing mail- Availability to the residents for any information relating to administrative processes Show less

Brandenburg, Germany

Technical support in English for eBay employees around the world. Over the phone or live chat, I helped users with software or hardware issues and problems with their accounts. I've improved my IT knowledge a lot and used my soft skills to guide the users and adjust their expectations.

São Paulo

Main responsibilities:Member of committee responsible for the development and implementation of Siemens Brazil's D&I area;Leader of Employee Resource Group regarding the LGBTQIAP+ agenda;Creation of census and diagnosis and subsequent critical analysis of the results about the D&I maturity levelDevelopment and monitoring of KPI's, with design and proposal of targets;Development and conduction of trainings: Unconscious Bias, Onboarding focused on Diversity, Inclusive… Show more Main responsibilities:Member of committee responsible for the development and implementation of Siemens Brazil's D&I area;Leader of Employee Resource Group regarding the LGBTQIAP+ agenda;Creation of census and diagnosis and subsequent critical analysis of the results about the D&I maturity levelDevelopment and monitoring of KPI's, with design and proposal of targets;Development and conduction of trainings: Unconscious Bias, Onboarding focused on Diversity, Inclusive Leadership;Participation in Internal and External Communication on D&I, including social networks;Responsible for benchmarking in/for other companies on D&I practices;Leadership in the partnership with Fórum de Empresas e Direitos LGBTI+ (brazilian entity);Partnership with Siemens Legal team to develop Compliance policies with a view on D&I;Review of practices and policies with a view to diversity;Support through communications, lectures, training and meetings in changing the organizational culture with a view to D&I.Experience in completing surveys focused on Diversity such as GPTW, ONU (United Nations) and Ethos. Show less

São Paulo E Região, Brasil

• Management of internal processes of Customer Care Center, with multiple areas considering the company's portfolio: Industry, Energy, Healthcare, and other corporate topics of general interest; • Critical analysis of indicators and performance to ensure the maintenance of the quality of services delivered and provided by the Customer Care Center, according to market expectations, quality policy and company guidelines; • Follow up, update, and implementation of process improvements… Show more • Management of internal processes of Customer Care Center, with multiple areas considering the company's portfolio: Industry, Energy, Healthcare, and other corporate topics of general interest; • Critical analysis of indicators and performance to ensure the maintenance of the quality of services delivered and provided by the Customer Care Center, according to market expectations, quality policy and company guidelines; • Follow up, update, and implementation of process improvements related to internal and external customer service, according to market feedbacks and internal satisfaction surveys; • Elaboration of targeted surveys to measure the satisfaction of internal and external customers, tabulation of results, monitoring of action plans, considering specificities not only of the first level service, but also of the second level; • Comprehensive understanding of tools used to manage calls and ticket registration, seeking to ensure the integrity of such records and data, service history, contact update, report generation and indicators. Knowledge covers SAP, Assist, C-ontact, Footprints; • Maintenance of directory in intranet network and cloud, with public and restricted files, focused on the operation of attendance; • Creation and update of detailed Work Instructions to promote the basic self-training of new employees in customer service; • Responsible to elaborate the trainings to new employees; • Responsible to develop extra skills to senior employees, following the guidelines proposed about individual evaluation’s performance. Show less

São Paulo E Região, Brasil

Monitoring and assistance to solve the needs of internal and external customers, using multiplatform service: telephone, e-mail, face-to-face. Leadership and assistance of the team and internal areas regarding daily activities resulting from customer contacts (such as occurrences, issues, demands and complaints).

Postgraduate Degree, Multicultural And Diversity Studies, Diversity And Inclusion In Organizations

Development of competences to contribute to the transformation of companies and institutions into spaces of respect for individualities.

Master Of Business Administration - Mba, Administration And Business

Leadership, Innovation and Management. Subjects: The art of leading and inspiring; Lifestyle and high performance professionals; The age.

Postgraduate Degree, Multicultural And Diversity Studies

Diversity Management in Organizations Understanding and critical analysis of the main themes that involve the management of diversity.

Bachelor'S Degree In Communication, Communication