Helpdesk Supervisor

Mark Asher De Silva

Address: ***, ** ***** ********, ** Nadha, Sharjah, U.A.E D.O.B: 18th Nov 1990 Email: ************@*******.*** Contact: +971********* A dynamic, composed customer care and management professional, with eight+ years’ experience in facility management, CAFM Systems and banking. Proven history for achieving targets while ensuring the continuation and enhancement of customer care services and helpdesk requirements. Accepted the challenge of the establishment and operation of the Serco facility management helpdesk for Dubai Airports, and now looking for a greater challenge. CORE STRENGTHS

• More than eight years of experience Customer Service, Banking, Helpdesk management and CAFM systems.

• Strong Business development capabilities with globally renowned brands.

• High level of computer skills including Excel, Word and Power point.

• Experience in developing helpdesk duties to have a smooth workflow and ensure utmost standards.

• Cold calling / customer service expert with a guaranteed success rate in negotiation.

• Collaborator and supervisor with proven record for achieving monthly targets and KPI’s

• Ability to adapt and perform in any condition.

• Adaptive learner and ability to learn new systems / processes fast. CAREER HISTORY

Helpdesk Supervisor – Dubai Airports Integrated Facility Management (Grade 13) Serco Middle East - Dubai (2016 September – Current) https://www.serco.com/me Key Achievements / Highlights

• Establishment and inception of Serco Helpdesk operations for Dubai Airports Integrated Facility Services.

• Handling and maintaining Facility Management scope of work for Terminal 01 / Terminal 02 / Concourse D & Cargo Ancillary Buildings of Dubai Airports.

• Certificate of proficiency in the use of Maximo FM system by IBM

• Receipt of a Spot award from contract manager for demonstrating good leadership and operational excellence in helpdesk team operations (Awarded 07 December 2017)

• Participation and Certification of Volunteer Training Courses (Training Techniques & Conflict Handling)

• Certificate of Appreciation for demonstrating outstanding performance in supporting Dubai Airports facility management

(Awarded on 29 August 2019)

Key Responsibilities

• Leading and managing a team of 04 members.

• Overlooking and maintaining building maintenance at Dubai Airports FM (Total average of 150 breakdowns a day)

• Keeping a close tab on critical issues and ensuring the rectification of the issues with continuous follow up with engineers and on-site team.

• Constant monitoring and dispatching of pending issues with clear reporting i.e.: Key stakeholder reporting / critical facility reporting / consolidation reports / exception reports / Daily reports for countdown to deadlines.

• Meeting with Technical Engineering Services (Helpdesk for Dubai Airports) to gauge client satisfaction and investigate ways of improvement.

• Keeping a clear track of maintenance requests received, making sure end to end completion is done and customer satisfaction is met through written or verbal communication. (Customer Satisfaction survey and management)

• Professional and engaging communication with stakeholder client (Technical Engineering Services) and customer on providing clear updates and timelines on resolution of issues along with providing updates via email / phone to the customer when necessary.

• Performing Quality checks and data accuracy of the team by Daily Quality check Reporting (90%+ data Quality KPI)

• Providing guidance and learning to the team on Quality / Data accuracy by scenario building and learning from mistakes.

• Covering of Critical Response Lead duties (Grade 14) on absence or annual leave Supervisor Customer Contact – Hemas Hospitals Sri Lanka Bellvantage (PVT) Limited Sri Lanka (2016 June – 2016 August) http://www.bellvantage.com, http://www.melsta.com/ Key Responsibilities

• Leading and coordinating a team of 30 members.

• Ensuring service levels and service standards are met at utmost capabilities.

• Providing solutions and advice in customer service improvement and call quality.

• Maintaining relationships with clients to have a smooth customer contact process.

• Providing coaching and call monitoring sessions to agents to improve their capabilities.

• Dealing with unexpected staff emergencies and creating and maintaining a roster to suit all agents.

• Decision making for client servicing, process implementation and streamlining.

• Performing analysis of current trends and ways and areas to move forward.

• Ensuring daily work tasks are performed smoothly. Senior Customer Service Specialist / Senior Banking Assistant– American Express Nations Trust Bank – Sri Lanka (2010 December – 2015 December) http://www.nationstrust.com/ Key Achievements

• Achieved the Gold Award as the Best Performer for American Express in 2011 at the Annual Retail Banking Awards.

• Fast tracked to a senior position due to consistent over achievement of sales targets and a high standard of service.

• Increased bank’s profit for cards by continuous achievement of sales targets while engaging in client retention.

• Unmatched success as a Team leader in motivating colleagues to achieve set sales targets and service standards. Key Responsibilities

• Develop and execute sales strategies to achieve monthly sales targets.

• Achievement of a high standard of customer service to bank clients.

• Maintain and strengthen a large portfolio of clients.

• Providing solutions and streamlining processes to achieve a better workflow.

• Manage and achieve sales targets individually and ensure team targets have been fulfilled.

• Improvement of team members’ sales and customer service skills by monitoring customer interactions and feedback.

• Suggesting recommendations according to customer need assessment.

• Providing a monthly report of progress or regress of team members to the reporting manger and giving insight and feedback on how strengthening areas of development.

• Conducting presentations for team members.

EDUCATION

• Diploma in Strategic Marketing – (CIM) – Partial Completion of Stage 02

• Completed GCE Advanced Level Examination – Commerce English Medium (Royal College Colombo, Sri Lanka)

• Completed GCE Ordinary Level Examination – (St. Joseph’s Boys’ College Colombo, Sri Lanka) CERTIFICATIONS

Passed Grade V in Spoken English (Institute of Western Music & Speech).

Prize winner for All- Island graded examinations in Spoken English in my Schooling years.

Awarded second place in Dictation for Western Province English Day (Sri Jayewardenepura Zonal Level Award).

Member of the Commerce Society at Royal College Colombo 07.

Contact this candidate