Mario Juliano Dias
Chennai
Summary
Dynamic Team Leader with a proven track record at Vserve eBusiness Solutions, excelling in employee training and performance evaluation. Expert in fostering collaboration and enhancing customer satisfaction through strategic coaching and data analysis. Adept at managing diverse teams, driving results, and adapting to change in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Team Leader
Vserve ebusiness solutions PVT. LTD
Coimbatore
08.2022 - Current
- Managed a team of 12 to 15 members delivering chat customer support.
- Maintained a positive work environment that promoted collaboration between team members.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Conducted regular performance reviews to assess individual team members' progress.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Created training materials and conducted group training on new processes or procedures.
Team Leader
CSS Corp. Pvt. Ltd
Chennai
03.2016 - 08.2021
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Cross-trained and provided back up for customer service managers.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Led team of 20 members while providing exceptional customer service.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis.
- Molded team and embraced change to adapt within dynamic market.
Technical Support Advisor
Sutherland Global Services
Cochin
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals.
- Published technology roadmaps for multi-site facility installation, designing purchasing and installation plans based on customers' budgets and technical needs.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
Technical Support Representative
Suntech Info Solutions
Kolkata
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
Customer Service Executive
First Source
Bangalore
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Provided primary customer support to internal and external customers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
PGDCA - Computer Science, Tally And Photoshop
Indian Institute of Computer Science
Skills
- Team building
- Project management
- Employee training
- Customer service
- Data analysis
- Performance evaluation
- Client relationship management
- Conflict resolution
- Time management
- Coaching techniques
- People management
- Deadline management
- Flexible schedule
- Change management
- Team supervision
Languages
English, Malayalam, Hindi, Tamil
Personal Information
Title: Team Lead
Languages
English
Advanced (C1)
C1
Hindi
Beginner
A1
Tamil
Beginner
A1
Timeline
Team Leader
Vserve ebusiness solutions PVT. LTD
08.2022 - Current
Team Leader
CSS Corp. Pvt. Ltd
03.2016 - 08.2021
Technical Support Advisor
Sutherland Global Services
Technical Support Representative
Suntech Info Solutions
Customer Service Executive
First Source
PGDCA - Computer Science, Tally And Photoshop
Indian Institute of Computer Science
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