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Clarence Dias - Mississauga, Ontario

Clarence Dias
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About Clarence Dias

Clarence+Dias
Clarence Dias is currently living in Mississauga, Ontario, and is interested in Call Centers, Retail, Services.
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Location

Mississauga, Ontario

Categories of Interest

Call Centers, Retail, Services

My Interests

Operations Manager/ Service Manager / Team Leader

Join Date

Clarence Dias has joined on Feb 20, 2009

Company Size

selectme

Resume

Clarence A.N. Dias
4809 Glass Hill Grove
Mississauga, Ontario L5M 7P3

clarencedias@rogers.com (905) 608-
1066

Profile
A motivated and results-oriented Senior Manager for Service Operations. A
professional with over 20 years of technical and management experience
specializing in the Infrastructure Support group within the retail and
telecommunication industries. A Proven track record in meeting business
needs in field service delivery using best practices. Proficient in design
and management, problem resolution and working with cross-functional groups
to produce highly effective results. A skilled "peoples" manager and
developer who believes that business drives technology. Has a clear focus
on timely and cost-effective delivery of products and services to the
client.


QUALIFICATION HIGHLIGHTS

. Increased Revenue at CaTech from 1 Million (CAD) to 2.3 Million (CAD)
within first two years as Manager National Support Services by developing
Break/Fix revenue generating services in addition to streamlining call
centre capacities from call placement to service technician delivery
. Took Profit within Customer Support Division of Sweda to 6.5% to 16.5%
within the first year of Acting Director role through better resource
management and maximizing in-house capabilities
. Developed and implemented a National Control centre process as well as
reporting procedures
. Implemented a national purchasing program to maximize profit and
recognize vendor product purchases
. Implemented and directed a new installation team, repair depot center and
Service Alliance Partners



WORK EXPERIENCE

2005 - 2007 CaTech Systems Limited
Manager National Support Services
2000 - 2003 Sweda Canada Inc.
Manager, Customer Support Division
1999 - 2000 Sweda Canada Inc.
Acting Director Customer support Division
1995 - 1999 Sweda Canada Inc.
Service Manager
1989 - 1995 Sweda Canada Inc.
Assistant Service Manager
1976 - 1989 Sweda Canada Inc.
Electronic Service Technician Supervisor



RELEVANT EXPERIENCE

Service Delivery Management
. As part of the management team created and reviewed monthly statistical,
trend and problem tracking reports which were used to drive strategic
plans that improved services and optimized processes
. Set up new services for CaTech break fix within 60 days including
infrastructure to support 24/7 initiatives
. Developed and implemented inventory management systems including parts,
service vehicle, tools and test equipment tracking
. Proactively monitored, assisted and provided guidance to Field Service
and Alliance partners in the delivery of quality service
. Chaired customer, sub-contractor and internal staff meetings that
resolved outstanding issues and created positive feedback, team work and
built solid relationships and teams
. Assigned resources for installations and upgrades considering costs and
efficiencies
. Engaged and communicated with Sub-Contractors across all provinces for
services
. Monitored and guided seven Service Technicians in the GTA
. Tracked and followed up with all the pre invoicing handled at the call
center
. Directed clean up and organization of the warehouse in preparation for
bringing in a new company that was purchased including monitor the day-to-
day warehouse operation
. Defined & maintained installation tool requirements
. Supervised and trained new Technicians

Customer Service
. Develop Customer Support Plans in order to plan resources, training, test
equipment, tools and spare parts required to support the customer
installed inventory and Service Level Agreement contracted by a customer
. Responsible for analysis of defects recorded in Customer Satisfaction
scores and developed corrective actions required to prevent defect from
reoccurring
. Responsible for all critical customer issues (escalations) during and
after hours regarding issues that had arisen and provide resolution
. Responsible for service call productivity levels and maintaining a high
customer satisfaction rating
. Provided direction and full support including ensuring customer
contractual agreements at the National Control Center were met
. Engaged with Sales and Customers to bring in and delivery of any new
business
. Created and coordinated processes and procedures for the newly developed
department contract, which included inventory control, purchasing of
laptops and remote phones and refining the access controls to accommodate
audit requirements

Process Improvement
. Provided support and put into place processes and procedures for all
Customer Accounts
. Established and setup new business partners and implemented procedures
and processes to suppport
. Coordinated installation projects from initial discussion to final
implementation and ensured on-time project completion
. Provided direction to all service branches regarding daily issues and
ways of improving service and profits
. Ensured that the service operation operates within the guidelines of
contractual obligations



Resource Management
. Managed three group leaders and part-time staff in largest Canadian
branch
. Organized and prioritized daily tasks
. Managed all CS sub-divisions which included Field Service Operations,
Staging and Installation, Customer Call Center and Service Alliance
partners across Canada

Field Service Technical Support
. Serviced a wide variety of Mechanical and Electronic POS equipment
. Support of microcomputers with operating systems DOS and Unix
. Installed / Serviced and tested all new equipment sold in our area

Reporting
. Tracked call flow, call severity and cycle time, always taking corrective
actions as required
. Prepared monthly office reports such as inventory and service calls
performed
. Responsible for the achievement of the CS profitability plan


PROFESSIONAL DEVELOPMENT & EDUCATION

. Management Training Courses & Conflict Management, 1992 Humber College
. The Manager as a Coach 1991, Career Track
. Supervisory Leadership 1991, Humber College
|Customer Service Training 1991 |
|Effective Communication 1991 |


. Mechanical Engineering Technician - Ryerson College Toronto - 1975





REFERENCES

Available Upon Request

Quick Profile Summary

Clarence Dias
Name: Clarence Dias
Link: http://www.salespider.com/p-6542393/clarence-dias
Location: Mississauga,Ontario,Canada

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