Mario Santos
Manager Consulting
Maputo
Summary
Experienced Business Manager skillful in monitoring and managing daily business operations with focus on continuous improvement. Transforms underperforming operations into successful enterprises using resourcefulness and high-level business acumen. Decisive and analytical with 10-year history of successful industry performance.
Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Dedicated transport and travel professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Deputy Manager position. Ready to help team achieve company goals.
Knowledgeable Business Manager successful at overseeing $18 million business operation. Results-oriented leader, change manager and strategic problem solver. Knowledgeable about human resources, financial administration and inventory management.
Overview
48
48
years of professional experience
8
8
years of post-secondary education
Work History
General Manager
Desejos Consulting
Maputo City
12.2017 - Current
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Prepared annual budgets with controls to prevent overages.
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
- Managed budget implementations, employee evaluations and contract details.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Identified trends in customer marketplaces to develop valuable solutions.
- Introduced new methods, practices and systems to reduce turnaround time.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Evaluated suppliers to maintain cost controls and improve operations.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
Business Manager Director
Desejos Consulting
Maputo City
02.2008 - Current
- Coordinated team schedules to keep shifts properly staffed during busy periods.
- Identified market product demands and customer trends to bring in new customers and retain existing ones for sustainable profits.
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
- Assisted with hiring process and training of new employees.
- Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services.
- Brought in new business connections and revenue generation opportunities by improving networking strategies.
- Supported business management projects by monitoring and tracking risks, issues and action items.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Provided feedback on effectiveness of strategies, selling programs and initiatives and identified areas requiring improvement.
- Improved business profits through innovative cost containment and revenue generation techniques.
Deputy Manager of Operations
Ethiopian Airlines
Maputo City
06.2010 - 11.2017
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Increased profit by streamlining operations.
- Developed systems to track and log work issues.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified procedure or process changes required to improve performance and productivity.
- Introduced new methods, practices and systems to reduce turnaround time.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Formulated processes to reduce downtime and financial loss.
- Evaluated suppliers to maintain cost controls and improve operations.
Travel Consultant
Lusoglobo Moçambique
Maputo City
08.2004 - 12.2015
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Completed accurate reservations for business travelers at point of sale.
- Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
- Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Collected, handled and documented payments for travel services and associated feels.
- Handled sensitive information with professionalism and discretion.
- Maintained and updated corporate traveler profiles with current information.
- Strengthened quality controls to enhance revenue and control downtime.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Helped senior managers make effective decisions based on current and accurate reporting.
- Discussed security issues and protocols with individuals traveling to highly insecure countries or areas.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
- Implemented automated office systems, optimizing client and data communications as well as records management.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Resolved financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation.
- Took proactive approach to identifying and resolving issues that could have negative impact on business operations and revenue generation.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
- Capitalized on emerging industry and market trends to enhance business and customer relations strategies.
Manager of Operations
MAIPS - Real Estate And Construction Companies
Maputo City
05.1990 - 12.1999
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Introduced new methods, practices and systems to reduce turnaround time.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Built and reviewed master service agreements to simplify and streamline contract negotiation process.
Education
Travel And Tourism Management - Global Tourism And Management
Boston Business College
Johannesburg 02.2000 - 12.2004
Master Of Business Administration - International Business Management
Liverpool University
Liverpool UK 02.2005 - 11.2007
Skills
Cross-functional communication
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
- National Association of Social Workers
- International Association of Administrative Professionals
- Rotary International
- APICS – Association for Supply Chain Management
Additional Information
I love to play basketball and boxing, running and hiking, ready a lot of books of management and training
Timeline
General Manager
Desejos Consulting
12.2017 - Current
Deputy Manager of Operations
Ethiopian Airlines
06.2010 - 11.2017
Business Manager Director
Desejos Consulting
02.2008 - Current
Master Of Business Administration - International Business Management
Liverpool University
02.2005 - 11.2007
Travel Consultant
Lusoglobo Moçambique
08.2004 - 12.2015
Travel And Tourism Management - Global Tourism And Management
Boston Business College
02.2000 - 12.2004
Manager of Operations
MAIPS - Real Estate And Construction Companies
05.1990 - 12.1999
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