Mark Saris
San Fernando de Henares
Summary
Dynamic customer service professional with a strong track record in enhancing customer satisfaction and optimizing dispute resolution processes. Proven ability to coach teams and implement problem-solving strategies, leading to significant improvements in service quality. Expertise in SAP, Salesforce, and various tools ensures effective handling of complex issues. Committed to excellence and skilled in conflict resolution, driving adaptability within fast-paced environments.
Overview
26
26
years of professional experience
Work History
Resolution Supervisor
Expedia
Madrid
02.2020 - 04.2024
- Monitored process changes to provide and maintain precise documentation for the team.
- Analyzed data from various sources such as customer feedback surveys, internal reports to identify areas of improvement.
- Monitored calls and emails (Quality Monitoring) to analyze and measure Customer Service employee performance.
- Training and coaching of Customer Service employees in English and Dutch, improving customer experience.
- Identification and analysis of complicated escalation cases to ensure an appropriate resolution.
- Collaborated with other departments within the organization on projects related to dispute resolution services.
- Participated in internal meetings focused on improving overall customer satisfaction levels through improved dispute resolution processes.
Rebooking Specialist
Expedia
Madrid
12.2018 - 01.2020
- Assist customers in urgent need of accommodations due to last minute cancellations, or on site issues.
- Mediate between customers and property owners to resolve escalations.
- Review of the performance of other agents.
- Facilitated coaching sessions for employees on company policies, procedures, communication and de-escalation skills.
- Created training materials for new hires on the company's procedures and policies.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Maintained accurate records of customer interactions and feedback.
Customer Support Specialist
Expedia
Madrid
06.2017 - 12.2018
- Maximized customer satisfaction by handling customer email and telephone interactions, utilizing effective communication skills and problem resolution techniques.
- Assisted customers with reservation and product queries.
- Assisted property owners with managing and administering their accounts and listings.
- Dispute management for customer payments and collections.
- Created detailed reports on customer feedback for management review.
- Coordinated with third-party payment vendors when necessary to resolve escalated customer issues.
- Performed customer review moderation and evaluation.
Hotel Reservations Agent
NH Hotels
Madrid
01.2015 - 05.2017
- Reservation management for NH Hotels.
- Answered incoming calls to book hotel rooms, made reservations and provided information regarding amenities, rates and availability.
- Maintained up-to-date records of all reservations made via telephone or online systems.
- Assisted customers with reservations and cancellations in accordance with hotel policies.
- Processed payments from customers using various methods such as credit cards, cash or bank transfers.
- Provided detailed information about nearby attractions, restaurants and entertainment venues upon request.
- Upsold room upgrades when appropriate to increase revenue for the hotel.
Contract Administrator
IBM
Madrid
04.2009 - 12.2014
- Validation and entering of new contracts in the database.
- Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
- Organized and maintained documents, files and records related to contracts.
- Data entry, administration and invoicing of subcontractor timesheets.
- Assisted with the preparation of revenue reports (end of month, end of year).
Accounts Receivable Clerk
Accenture
Dublin
06.2008 - 01.2009
- Invoice collection management for the Microsoft team.
- Maintained detailed records of all accounts receivable transactions.
- Managed collections activity including contacting customers regarding past due balances and resolving billing disputes.
- Processed invoices, credit memos, and other documents related to accounts receivable.
- Monitored accounts receivable report, checking for late, delinquent, or missing invoices, and payments.
- Assisted in month-end closing activities such as preparing journal entries, reconciling accounts, and creating financial reports.
Sales Representative
Zomax
Dublin
01.2006 - 05.2008
- Sale and upsale of Microsoft subscriptions for businesses.
- Customer Service and query management.
- Answered inquiries from prospective and existing customers regarding features of products and services offered.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Updated and maintained databases with current information.
Order Management Representative
IBM Hospira
Dublin
11.2005 - 01.2006
- Company Overview: Working in IBM customer services for the pharmaceutical client Hospira (spin-off of Abbot labs.)
- Order management through fax and telephone, using SAP
- Stock management, constant contact with logistics coordinator
- Customer Service: Analysis, documentation and resolution of all queries
- Administration duties: archiving, invoicing, credit and rebills and database administration.
Contract Administration
Xerox Europe
Dublin
03.2003 - 11.2005
- Configuration of new clients and contact update
- Daily contact with concessionaries, area managers and corporate clients
- Credit and rebill, invoicing administration.
- Assisted with contract administration activities such as tracking renewal dates, and initiating amendments when necessary.
Logistics Associate
DHL
Zoetermeer
10.2001 - 12.2003
- Preparation and coordination of orders, stock management and follow up on deliveries
- Abided by safety training protocols and accident preparedness procedures to maintain safe working conditions.
- Prepared shipping labels, bills of lading, packing slips, manifests.
- Loaded, unloaded, moved and sorted materials to keep items flowing to correct locations.
- Checked items into computer system, printed labels and directed to storage locations.
- Used scanners to track parcel information, condition or receipt.
- Tagged and wrote identifying information on containers, boxes and cargo.
- Secured items in truck by strapping over protective padding.
- Used digital database to keep records of units and stock moved.
Store Sales Representative
Gamma
Zoetermeer
07.1998 - 07.2001
- Cleaned shelves, counters and tables to maintain organized store.
- Prepared products by adding tags and readying pallets for restocking.
- Organized backroom stock areas as well as kept up with organization of front end display area.
- Handled returns and exchanges according to company policies.
- Stocked shelves with merchandise ensuring adequate inventory levels were maintained.
- Provided excellent customer service by assisting customers with product selection, answers to questions, and handling complaints or issues.
- Operated a variety of machinery and tools safely and efficiently.
- Trained new and existing staff on product knowledge, sales techniques, and customer service standards.
Education
Delft Technical University - micro biology
Delft Technical University
Delft, The Netherlands01.2001
HAVO Secondary Education School -
HAVO Secondary Education School
Zoetermeer, The Netherlands01.1998
Skills
- Office (Word, Excel, PowerPoint)
- SAP, Oracle, Salesforce
- Team building
- Team coaching
- Problem-solving aptitude
- Administrative tasks
- Database management
- Data entry
- Billing and invoicing
- Conflict resolution skills
- Adaptability and flexibility
- Analytical skills
- Effective communication
- Quality assurance
Personal Information
Nationality: Dutch
Languages
Dutch
First Language
English
Proficient (C2)
C2
Spanish
Intermediate (B1)
B1
Timeline
Resolution Supervisor
Expedia
02.2020 - 04.2024
Rebooking Specialist
Expedia
12.2018 - 01.2020
Customer Support Specialist
Expedia
06.2017 - 12.2018
Hotel Reservations Agent
NH Hotels
01.2015 - 05.2017
Contract Administrator
IBM
04.2009 - 12.2014
Accounts Receivable Clerk
Accenture
06.2008 - 01.2009
Sales Representative
Zomax
01.2006 - 05.2008
Order Management Representative
IBM Hospira
11.2005 - 01.2006
Contract Administration
Xerox Europe
03.2003 - 11.2005
Logistics Associate
DHL
10.2001 - 12.2003
Store Sales Representative
Gamma
07.1998 - 07.2001
Delft Technical University - micro biology
Delft Technical University
HAVO Secondary Education School -
HAVO Secondary Education School
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