Summary
Overview
Work History
Education
Skills
Timeline
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Mauro Ferreira Dos Santos

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

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Mauro Ferreira Dos SantosService Manager