Mario Braz Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

• Operate on the two largest social media platforms available today.• Collaborate with global cross-functional teams to investigate and resolve high-priority litigation cases (Electoral, Civil, Extra-Judicial) under tight deadlines, mitigating financial and reputational risks. • Provide responses to external Legal Counsel using advanced data analytics and investigative techniques. • Use of complex tools to assess threats, escalate high-risk issues, and recover compromised accounts. • Maintain thorough knowledge of workflow updates, operational procedures, and policy enforcement standards to ensure legal compliance.

Dublin, County Dublin, Ireland

• Supervised 5 technical support engineers and assisted a 3rd party vendor's team of 100 agents across EMEA & APAC.• Implemented direct communication with vendors and internal departments, reducing support ticket volume by 90%.• Supported vendors' management team, creating an escalation process that led to a 60% decrease in SLAs.• Established best practices around learning and development, focusing on skill enhancement and professional growth.• Performed other management duties such as 1:1s, team meetings, KPIs monitoring, cross-departmental syncs.

Dublin, County Dublin, Ireland

• Managed 4 global accounts: guided customers transitions from onboarding to cloud platform activation, resolving inquiries and issues.• Continuously managed customers, supporting them with ad hoc queries and platform enhancements.• Planned and executed customer training sessions to optimize platform understanding and showcase value of the tool.• Assisted CSM and Sales teams by participating in client meetings, serving as an advisor for product features and value.• Engineered a platform glossary with 150+ feature definitions, improving user engagement and decreasing customer queries by 30%.

County Dublin, Ireland

• Managed an extensive client portfolio across NA & EMEA, handling onboarding, data collection, customers training and weekly Q&A sessions.• Reviewed team data quality, ensured timely delivery of team data requirements, and monitored KPIs.• Conducted annual reviews, guiding employees' development and growth, boosting employee retention by 20%.• Retained P&G as a customer for 8 years through close collaboration, effective communication, and tailored management.

• Provided direct client support and collaborated closely with customers to understand their information needs on both standard and as-required custom-based projects, delivering high-quality data.• Collaborated with teams across the organization, including upper management, to meet client needs promptly.• Demonstrated excellent customer management skills and became POC for P&G and Barilla.• Tested software releases and investigated underlying issues to enhance performance.• Prepared Daily, Weekly, and Monthly Reports for global customers.

Dublin

• Managed the end-to-end client onboarding process, from input gathering to platform activation.• Completed platform maintenance, processed data, checked data quality, and published data according to delivery schedules.• Handled customer support requests, setups, and report preparation for global customers (P&G, Unilever, and Barilla).• Tested Clavis customer-facing interfaces, identifying data and resolving issues.

Dublin

• Reviewed operator judgments and verified listings to ensure data quality & compliance with Google policies (100+ a day). • Analysed and reviewed listings created by users or external providers adhering to Google policies.• Acted as point of contact for tool issues, troubleshooting, testing, and reporting bugs. • Supported and coached the Portuguese and Brazilian teams and onboarded new team members.

Dublin

I was working as a permanent employee as engineer on site by Xerox, for Ulster Bank HQ in George’s Quay, solving problems related with machines, hardware, software and networking.

Dublin

I was working in Xerox HQ, giving first level technical support through information gathering, analytical troubleshooting and problem research. Logging and validating incoming contacts on the call handling system. Solving problems related with machines, hardware, software and networking.