Mauro Ferreira Dos Santos
Service Manager
Azeitão
Summary
I'm a very adaptable and responsible person, with well-founded standards in terms of quality. I've always stood out as being a fast-learner and having an analytical mind and have a +10 years background on IT related jobs, building a solid software and networking base at first, and naturally evolving to more analytical and management-based jobs along my career.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Service Delivery Manager
Global Blue
08.2021 - Current
- Led cross-functional teams to achieve project goals on time and within budget.
- Implemented effective governance model with Product and Business teams to prioritize production defects resolution.
- As Service Delivery Manager, provided valuable end user and technical input during product roadmap planning.
- Enhanced product usability by conducting user research and providing feedback to the Product Owner.
- Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
- Conducted Service Reviews to identify continuous improvement opportunities.
- Improved service quality, addressing client concerns promptly and professionally.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Crisis Management to ensure issues are resolved promptly and restore normal services to the business.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
Application Support Manager Team Lead
Merkle DACH (Outsourcing - IATA)
11.2018 - 08.2021
- Implemented a Premium Application Support Model, which successfully rolled out from 4 to 17 Applications in IATA Landscape.
- Scaled and grew the team from 3 to 9 Application Support Engineers by conducting interviews and participating in the recruitment process.
- Incident, Service Request, Problem tickets and Change Requests management.
- Acted as Business Service single point of contact for cross-platform application support.
- Initiated and driven major incidents retrospectives and publish documentation which includes (but not limited to) incident summary, timeline, impact, workaround, root cause, corrective actions, and lessons learned/preventative measures.
- Performed dedicated trend analysis and problem management activities for each business service to anticipate future service degradation or disruption.
- Managed and coordinated all levels of technical support for several IATA applications (different brokers, vendors and IATA Staff)
- Created and maintained a knowledge base regarding support issues and their resolution to improve efficiency and empower both internal users and external stakeholders.
- Ensured Monitoring on application, database, infrastructure level through assessment of the automated alerts and activation of appropriate processes to resolve incidents.
Assistant Contact Center Manager
Teleperformance (Outsourcing - PMI)
10.2017 - 10.2018
- Managed contact center activities for 5 different markets.
- Managed a team of 1st Line Managers, QA Analysts, Workforce & Advisors, totaling up to 70 employees.
- Involved on the continuous hiring process to ensure correct staffing to meet operational needs.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Determined quality assurance benchmarks and set standards for improvement.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Led recurrent team meetings to review performance, set targets and motivate staff.
- Implemented innovative service strategies to improve customer experience and engagement.
Assistant Contact Center Manager
Randstad (Outsourcing - NOS)
03.2016 - 07.2017
- Held recurrent meetings with company's stakeholders to present KPI's and identify improvement opportunities.
- Collected and analyzed call center statistics, sales rates, costs, and other customer service metrics.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
Team Leader
Randstad (Outsourcing - NOS)
04.2011 - 03.2016
- Provided staff support, guidance and feedback;
- Created both individual and team targets KPI;
- Evaluated performance of relevant KPI's such as, CSAT, FCR, call abandonment, call waiting, etc.
Backoffice Operations
Novabase (Outsourcing - NOS)
11.2007 - 04.2011
- Ensured proper service monitoring and response to alerts in the company's HFC network (IP Networking, signal issues in Cisco and Arris CMTS solutions), and the company's e-mail servers.
- Provided support to other middleoffice (2nd line) teams and guidance to unresolved out-of-the-box issues, assuring direct interaction with the customer.
- Handled critical customer escalations and ensured service restauration in minimum time.
Education
High School Diploma -
Escola Secundária De Santo André
Barreiro, Portugal 04.2003 - 01.2007
Skills
Operations management
Operational improvement
Stakeholders management
Software diagnosis
Windows Servers
MySQL
Application support
Timeline
Service Delivery Manager
Global Blue
08.2021 - Current
Application Support Manager Team Lead
Merkle DACH (Outsourcing - IATA)
11.2018 - 08.2021
Assistant Contact Center Manager
Teleperformance (Outsourcing - PMI)
10.2017 - 10.2018
Assistant Contact Center Manager
Randstad (Outsourcing - NOS)
03.2016 - 07.2017
Team Leader
Randstad (Outsourcing - NOS)
04.2011 - 03.2016
Backoffice Operations
Novabase (Outsourcing - NOS)
11.2007 - 04.2011
High School Diploma -
Escola Secundária De Santo André
04.2003 - 01.2007