Gian Marks

Regional Relationship Manager (LaTam) for Nike, IBM and Unilever; receiving a recognition award for work service excellence. Liaise with assigned clients in a country and Client Services in an effort to effectively coordinate service delivery activities throughout the business model. Work together with client and ADP groups to assess impact of issues and to assist in determining appropriate courses of action. Manage and monitor action plans in accordance with agreements.

Managed over 15 key accounts including American Express, Gap, Hitachi, Whirlpool, ING, etc., to ensure SLA, problem resolution, customer relations and technology development. Coordinated an innovative project that served as a Global model to IBM Global Services. This was a unique project that projected the department internationally. Led and supervised a global IT team of 60 members to drive service delivery to ensure that customer requirements were captured and dealt on time to meet business needs.

Supported the Senior EMEA leadership of Alexion and local health partners in 11 CEE/CIS countries by reviewing, evaluating, analysing and recommending customized business development strategies and service delivery solutions. Led a project that investigated the advantages of setting up commercial operations in the CEE Region by exploring countries regulatory framework, taxation model, human capital and costs.

Liaised with external agents in more than 50 different countries to develop and maintain customer relations in order to exceed sales goals. Developed the external agency network by following marketing targets and participating in fairs, exhibitions and seminars. Managed all data concerning current and potential students and coordinated with all departments to guarantee stellar customer service and client satisfaction.

 Supported the Departmental Manager to develop and supervise a team of 40 employees while resolving conflicts, problems and implementing solutions to guarantee that the department would meet its monthly revenue targets.  Supervised and managed the logistic operations of the department to ensure and enhance correct flow of supply chain activities, (manufacturing, delivery, stock, replenishment and sales floor).

 Part of the team responsible for the migration and implementation of TSM - IBM Global services from the United States to Brazil.  Manage lifecycle of all TSM problems from creation to closure making sure processes and procedures were consistent.  Presentation of metrics, KPI, reports and analytics to senior management on a monthly basis.  First level support for TSM related problems of assigned clients organizations.  Assigned trainer for all new team members.

Marketing, Strategy, Human Resources, Finances and Operations.

Computer Science