Mark Dias Email & Phone Number

United Arab Emirates

Dubai - Uae

• Galvanized a high-performing team to surpass annual departmental KPIs by fostering transparent communication, exemplary leadership, and a supportive culture of performance feedback and team building, optimizing customer experience, employee satisfaction, and team productivity. • Drove ongoing improvement of team effectiveness and efficiency by utilizing Quality Driven Management (QDM) principles to identify areas for improvement and implement impactful changes.• Realized optimal business outcomes by cultivating strong, collaborative relationships with key internal and external stakeholders across the organization. • Spearheaded timely and effective completion of mandatory training, ensuring that the team maintained full compliance with company and statutory/regulatory requirements.• Instituted a monthly Rewards and Recognition program to recognize and celebrate team achievements, fostering a culture of positivity and motivation.• Conducted comprehensive performance reviews to pinpoint areas for improvement, providing constructive feedback, coaching, training, professional development opportunities, and corrective action plans as needed.• Played a pivotal role in contributing to the successful migration of the Cisco UCCX telephony system to a cloud based GC3 platform across the Middle East.• Instilled a customer-focused ethos by implementing and managing a range of initiatives and metrics aimed at optimizing customer satisfaction, loyalty, and retention.• Developed innovative waste management solutions to address ongoing service issues, recommending quick fixes and liaising with contact center management to identify long-term solutions.• Optimized employee schedules/resource allocation to consistently exceed internal & external service level expectations, providing exceptional accessibility and support to valued customers.• Embraced the company's commitment to corporate social responsibility, health, safety, and environmental sustainability.

Dubai

• Systems, network & applications support to internal team members across the Middle East, ensuring minimal downtime and maximum productivity.• Website Administrator - Maintain and update the local TNT.com UAE website on a regular basis, ensuring relevant and up-to-date content for external stakeholders.• Common Sales Systems trainer & application support – Ensure that the Sales team are well trained for optimum system utilization and ensure that the application is up and running at all times.• Customer Technology (CT) Administration – implementation, automation, support and troubleshoot all TNT products used by our stakeholders within the Middle East.• Responsible for proper communication channels and take charge in coordinating with overall implementation and association upgrades.• Conduct product knowledge workshops to educate internal & external clients on products and available system updates.• Utilized Service Now - To monitor system performance standards are met at each site and identify actions to resolve failures, follow up on all reported problems and initiate the escalation process.• Contributed to continuous customer satisfaction by timely delivering and appropriately handling of client system requirements and queries.• Ensured controlled business activities by providing efficient and well managed IS support.• Constantly monitored and identified service level improvements enhancing user experience.• Ensured all user requirements are accurately specified and that benefits are clearly identified.• Constantly up to date with current systems development and improvements. Keeping abreast of relevant industry technological developments.• Organized, reviewed and maintained all current operational IT functions in support role. Thereby ensuring problems highlighted and resolved as per the SLA.• Ensured assets were managed and handled in compliance.• Managed and developed a strong client relationship and engaged in client retention.

Mumbai - India

• Provided technical support and assistance to HP Pavilion Desktop users in the US, resolving hardware and preinstalled application issues.• Managed team resources and ensured availability of tools to meet daily operational requirements.• Functioned as a second-tier resource and provided technical assistance and guidance to team members.• Analyzed team performance data to measure productivity and identify areas for improvement.• Resolved escalated cases and supported irate customers, resolving issues, and ensuring maximum customer satisfaction.• Trained team members to upskill them on managing quality, soft skills, and product knowledge.• Reported daily productivity and activities to management, providing insights and recommendations to optimize performance.• Functioned as an Acting Team Manager in the absence of the manager.• Conducted open house sessions to collate and raise internal issues and challenges to management.• Presented weekly/monthly performance reports to the Service Delivery Manager.• Attended weekly technical conference calls to stay up to date on the latest products and processes, sharing updates with the team.

Bachelors Of Commerce, Accounting And Finance

Icse