Mark Bravo Auxtero

CV

Business Ecosystem Strategy
WorkMotion
Juni 2022–Heute 7 Monate
Berlin, Germany

Kenntnisse: Business Development · Global Expansion · Global Mobility · Ecosystem Services · Ecosystem Management · Partnerships · Business Partner Relations · Building Business Partnerships · Business Process Improvement · Product Development · Business Strategy · Business Analysis · Business-to-Business (B2B) · Business Intelligence (BI) · Relationship Building · Project Management

Operations Specialist
Blacklane
Feb. 2019–Juni 2022 3 Jahre 5 Monate
Berlin, Germany

• Initiated restructuring of the operations department team to streamline operations by removing all layers of communication and escalation.

• Implemented a standard documentation method for CRM systems, escalations and handovers.

• Frontline communication with our business partners supporting the US, EMEA and APAC markets.

• Completed internal administrative tasks and kept records up to date.

• Followed up on issues until positive resolution and kept stakeholders informed as required.

• Coordinated communication with colleagues and other departments as required.

• Ensure business partner clients are satisfied and provide professional support.

• Handled cases, enquiries and special requests from our customers and business partners through various communication channels.

Kenntnisse: Business Development · Communication · Teamwork · Customer Retention · Customer Experience · Relationship Building · Operations Management

Operations Team Lead
Lenovo
Jan. 2017–Sept. 2017 9 Monate
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

• Managed a team of 18-20 members representing 9 nationalities.

• Acted as the point of contact in the absence of the Manager and ensured the contact centre ran smoothly.

• Attended client meetings and provided recommendations for program and contact centre improvements.

• Reported to the human resources department with changes due to employee work schedules, voluntary and involuntary terminations, leave of absence requests, vacation and illness.

• Investigated and resolved complex claims matters escalated by associates and external service centre providers in coordination with corporate departments regarding claims, eligibility, covered benefits and authorisation status matters.

• Monitored, and supported training programs, coached toward performance improvement at defined proficiency levels in compliance with departmental policy, and demonstrated initiative to evolve and continue to learn.

• Identified trends related to users and service centre provider partners to provide feedback to higher management.

• Collaborated with other departments on cross-functional tasks and projects.

Kenntnisse: Business Development · Team Leadership · Team Management · Human Resources · Management · Time Management · Communication · Teamwork · Public Relations · Customer Retention · Customer Relationship Management (CRM) · Customer Experience · Relationship Building · Operations Management · Organization Skills · Human Resources (HR)

Customer Service Executive
Philips
Jan. 2016–Okt. 2016 10 Monate
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

• Managed 18 multilingual representatives offering service to Indonesians, Malaysians and Singaporean as the main area of expertise.

• Created policies and procedures to improve internal processes and external services.

• Planned the training and standardisation of service delivery.

• Selected and hired new staff.

• Monitored and conducted quality assurance surveys with customers and provided constructive feedback to the representatives and the team.

• Participated in client meetings and recommended programmes to improve call centre efficiency.

• Generated customer interest in the services and products Philips offered and demonstrated the ability to sell the company's value-added services.

• Committed to customer service by building productive relationships, solving complex problems, and retaining clients.

Senior Relations Officer
Singapore Airlines · Vollzeit
März 2013–Sept. 2015 · 2 Jahre 7 MonateMärz 2013–Sept. 2015 · 2 Jahre 7 Monate
SingaporeSingapore

• Started as a relations officer and was promoted after six months to Senior relations officer.

• Led 16- 18 international team members that link Singapore Airlines to its business partners, external stakeholders and passengers.

• Travelled and worked back and forth between the Manila and Singapore offices.

• Monitored industry & country developments and relevant organisational/policy changes at partner airlines and other external stakeholder organisations to inform strategic plans.

• Travelled to different airports in southeast Asia to experience the airport processes and works (check-in counter, boarding gates, lounge, Etc.)

• Participated in projects combining systems enhancements, office automation and other end-to-end improvements to deliver improved capabilities, reduce friction and higher efficiencies.

• Obtained feedback from internal and external stakeholders in developing and refining business plans across all functional business areas.

• Investigated escalated complaint cases internally (call centre/airport crew) and responded to every company product and service complaint.

• Supervised direct reports where applicable, including performing performance reviews, ensuring the welfare and other HR administration and support tasks.

• Led and participated in initiatives to achieve sustained business process improvement and transformation across departmental activities. This involved: working with, guiding and developing associate team members in their day-to-day work and participating in training sessions as necessary.

• Conducted the performance evaluation process and administered progressive discipline as necessary.

• Collected necessary documents and thoroughly explained the terms, conditions, and service agreements to the customers and business partners.

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