Mario Caldeira

Experience

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  Serco

  Jan 2003 - Jan 2013

  Team Manager - National Rail EnquiriesCore Deliverable: -Customer Satisfaction (NPS).EfficiencyPeople ManagementClient Management Spearheaded the process of getting "National Rail Enquiries" UK process COPC certified in Serco/Intelenet Global.Was the main point of contact between external QAI auditors and internal stakeholders.Collaborated with various operations and operations support functions to ensure all functions were compliant with the COPC standards. Team Lead Operations - BarclaysManaging a range of primary duties to maximize productivity and quality customer care. TransUnion Asst Manager Operations.Core Deliverable: -Compliance ManagementEfficiencyPeople ManagementClient relationship management.Quality Manager.Managed quality assurance for ~ 250 FTEs with a team of ~22 quality leads across 2 locations.Core Deliverables:CSATComplaints managementQuality monitoring /Quality assuranceBottom quartile management Customer Service Representative HR Executive:Core deliverablesInitial resume screening and first round of HR interviewsVendor coordination.Offer letter rollouts

  • Operations Team Manager

    Apr 2011 - Jan 2013

  • Process Excellence - COPC Auditor

    Jan 2010 - Mar 2011

  • Team Lead

    Jun 2007 - May 2010

  • Assistant Customer Service Manager

    Apr 2008 - Jan 2010

  • Customer Service Representative

    Aug 2004 - Jun 2007

  • Talent Acquisition Executive

    Jan 2003 - Aug 2004
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  TechMahindra Business services

  Jan 2013 - Feb 2021

  Operations Manager

  Managing an FTE count of 190+ agents and 13 Team Managers, ensuring delivery towards Business Objectives. Managed Skillsets like Retention, Sales, After Sales and Customer Services - Cultivate a friendly and cooperative work atmosphere by demonstrating the operations team good leadership.- Giving team members guidance and feedback, doing frequent performance evaluations.-Create and put into action operational initiatives that will increase production and efficiency.Work together with top management to make sure operations are in line with overarching business goals.- Meet production, quality, and customer service targets by allocating resources as efficiently as possible.- Control the amount of inventory to ensure there is enough but not too much.- Establish and uphold quality control procedures to guarantee that goods and services either meet or surpass client expectations.- Create key performance indicators (KPIs) and keep an eye on them to track and enhance quality metrics.- Encourage team members to provide input and to be creative by fostering a culture of continual improvement. Show less

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  TechMahindra

  Mar 2021 - Nov 2023

  Business Development Manager

  Individual contributor role:- Provided Sales and Solution support in landing a $200Mn+ International outsourcing deal.- And for 2 more large deals which are in the final stages of the bid process.- Identified and cultivated fresh business prospects that resulted in fruitful collaborations with important industry clients.- To maintain a competitive edge in the market, conducted market research and analysis and kept current on industry developments.- Created landscapes for new business opportunities (Region and industry-wise) - including new markets, growth areas, trends, customers, partnerships, products, and services.- Worked with cross-functional teams to incorporate business development plans into overarching organizational goals.- Negotiated deals to meet sales targets. Show less

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  Tata Consultancy Services

  Apr 2024 - now

  Manager Operations Delivery