Mark Flahant Email & Phone Number

United Kingdom

City Of London, England, United Kingdom

London, England, United Kingdom

I lead a multi-talented, high performing, cross-functional and diverse Support Organisation globally; Service Delivery Management, IT Support Analysts, System administrators and Front-End Developers. I am responsible for ensuring the development and management of relationships, aid in the negotiation of business terms, drive results and provide business.

London, England, United Kingdom

During this role, I was member of the EMEA Senior Leadership Team, responsible for global strategy execution and ensuring regional targets align with significant focus on the northern hemisphere. I led a management group across EMEA, Americas and APAC with teams consisting of IT Support Analysts, System administrators and Front end developers. Responsible.

London, England, United Kingdom

• I have taken charge of connecting our organisational strategy and output, working to build a customer-centric service provision that meets stakeholder directives, follow the overall organisational strategy and.
• Methodology and training plan implementation allowing for the expansion of the customer service team’s case execution and scope by 65%
• Driving analytic improvements for a human-centered and customer-minded approach
• Implementing the governance model for service and digital improvement, and introducing new automation enhancements Show less

London, England, United Kingdom

Drawing on my prior product, service and managerial experience with Amadeus, I integrated into the role of Manager of Airline IT Operations with ease, relishing the opportunity to work with and lead internal teams.I constructed and coached my teams in order to secure our performance targets and develop the service provided from day one. I led them through.

London, England, United Kingdom

During my six months in this managerial position, I led the Service Management Centre Global operations technical support teams and the London Airline IT team, and was able to successfully coordinate and standardize activities across a large geographic region.I enjoyed getting stuck in with an array of different teams, guiding their development.

London, England, United Kingdom

Moving into an analyst role, I used my practical knowledge of the company’s operations, products, teams and processes to provide support to Global IT Support Services, delivering functional and technical analyses that led to accurate diagnoses and long-term solutions.As single point of contact for major problems in Amadeus products, I handled a vast range.

London, England, United Kingdom

Not only my first team leadership role, but my first international, multi-team role with Amadeus, the position of Team Leader for Airline and Airport IT allowed me to take a hands-on approach with support for the London team and others in Munich.I developed and championed colleagues’ knowledge while serving customers as Amadeus product users’ point of.

London, England, United Kingdom

In my first role with Amadeus, acting as first- and second-level service desk, I operated as a DCS Support Specialist, pooling prior similar operations and passenger services experience. Here, I worked to support Amadeus customers in their use of the company’s products and solutions.I was the single point of contact for incidents, service requests and.

London, Heathrow

As Sales & Operations Supervisor with China Airlines, I reported directly to the General Manager for the UK, handling day to day management and long term planning of the business’s operations, coordinating all departments and ensuring service was always above standard.Here, I managed and developed a team of four direct reports, with full oversight of the.

London, Heathrow

In my final position with Cobalt, I continued my progression through Passenger Services, now reporting to the Passenger Services Manager. Here, I delved deep into the management and coordination of the entire operation, covering 45 flights per day and 10 customer airlines.I led my team of around 200 full-time employees, ensuring all departments – Check-in.

London, Heathrow

Progressing into a supervisory role, I reported directly and regularly to the Passenger Services Duty Officer, ensuring my output and that of the team was in-line was expectations. My responsibilities in this position included customer relationship management, troubleshooting and H&S compliance, all wrapped around the day to day management, supervision and.

London, Heathrow

My first professional role was with Cobalt, which introduced me to the airline services industry. Here, my duties included processing passengers at the gate and managing their successful check in; swiftly resolving all issues with documentation regarding reservations, lost and found, and property irregularities. Throughout my year and a half as a Passenger.