MACKINTOSH MOREIRA
Dubai,United Arab Emirates
Summary
Results-driven leader with 15+ years of global contact centre experience in training, quality, customer experience, compliance, and operational performance. Skilled in managing diverse teams across the UAE, Serbia, India, and the Philippines, with expertise in strategic planning and operational transformation. Proven track record in transition management, outsourced operations, and continuous improvement initiatives. Strong communicator with deep knowledge of customer operations, journey optimisation, and stakeholder engagement.
Overview
23
23
years of professional experience
1992
1992
years of post-secondary education
Work history
Global Quality Assurance and Performance Manager
dnata Travel Global Operations
Dubai
2022.01 - 2025.09
- Executed customer experience strategies, achieving a 13% increase in CSAT scores over three years.
- Implemented comprehensive VoC programme, generating actionable insights and reducing dissatisfaction by 4%.
- Redesigned quality framework to COPC standards, optimising multichannel sales and customer experience.
- Integrated BT Genesys AI-driven Speech & Text module, realigning quality framework for improved outcomes.
- Collaborated with cross-functional teams to enhance processes, boosting NPS metrics.
- Developed training programmes for customer experience representatives, updating knowledge and skills.
- Managed over 80 professionals globally, focusing on coaching, feedback, and career development.
- Oversaw training initiatives for over 2,000 employees, elevating performance across departments.
Project Manager
dnata Contact Centres
2019.01 - 2021.12
- Executed project planning and governance for transition of Etihad Airways contact centres to dnata locations in UAE, Serbia, India, and Philippines.
- Achieved Silver Najm award in 2019 for successful project outcomes.
- Conducted weekly stakeholder reviews on project status and risk management.
- Established new contact centre for Etihad Airways in dnata Bengaluru, handling recruitment and operational setup.
- Facilitated transition of over 200 individuals from Etihad Abu Dhabi to dnata Dubai, ensuring technical setup and welfare support.
- Implemented Avaya technology rollout at Belgrade and Al Ain contact centres, participating in user acceptance testing.
Operations Manager
Emirates Holidays and Arabian Adventures
2015.01 - 2018.12
- Coached and developed Contact Centre Team Leaders and Operations Officers to enhance performance.
- Conducted performance reviews, ensuring clarity in objectives and development plans.
- Analysed call and revenue data to identify trends and propose solutions for improvement.
- Delivered regular performance reports on sales, service, and quality against targets.
- Reviewed internal systems to optimise resource allocation and operational efficiency.
- Implemented new initiatives for sales, service, and employee satisfaction to meet targets.
- Collaborated with training departments to ensure effective delivery of training programmes.
- Communicated with Emirates contact centres to share insights and best practices.
Quality Assurance Manager
dnata
2010.01 - 2015.01
- Analysed customer expectations to enhance product and service offerings.
- Developed quality control attributes that drove sales and improved customer experience.
- Implemented strategies to identify quality assurance failure points, fostering collaboration among support teams.
- Collaborated with Emirates Group IT teams on UAT and rollout of Avaya telephony platform, significantly improving customer experience through omni-channel utilisation.
- Utilised data sets to analyse trends in customer dissatisfaction across market, IVR, and menu levels.
- Correlated global events with performance metrics in customer experience.
- Produced statistical reports on quality standards to guide improvements.
- Project managed implementation of ISO 9001:2009 standards for Quality Management System.
Global Training Officer
dnata
2007.01 - 2009.01
- Design, develop, and deliver training programs to enhance employee knowledge, skills, and performance.
- Conduct training needs analysis and align learning initiatives with business goals.
- Facilitate onboarding and induction programs for new hires to ensure smooth integration.
- Monitor, evaluate, and report on training effectiveness using feedback, assessments, and performance metrics.
- Collaborate with managers and stakeholders to identify capability gaps and create targeted learning solutions.
- Maintain training materials, policies, and records in compliance with organizational and regulatory standards.
- Drive continuous improvement in learning methodologies, incorporating digital tools and blended learning approaches.
Reservations Consultant
dnata Dubai Airport
2003.01 - 2006.01
Education
Leaders in Transition - Leadership
Emirates
Dubai 2014.10 - 2014.10
Discover Your Leadership Style - Leadership
Emirates
Dubai 2024.10 - 2024.10
Followership: Exploring The Other Side of Leadersh - Leadership
Emirates
Dubai 2025.03 - 2025.03
Six Sigma Yellow Belt - Process Improvement
dnata
Dubai 2020.01 - 2020.01
Project Management - Business
Emirates
Dubai 2010.03 - 2010.03
Business Continuity Management - Contingency Planning & Crisis Management
Institute of Business Continuity Management Singapore
Dubai 2014.03 - 2014.03
HSSCE - Economics & Commerce
Dempo College of Commerce and Economics
GoaDiploma - IATA UFTAA Standard Course
IATA
Mumbai 1998.05 - 1998.05
Diploma - IATA UFTAA Advanced Course
IATA
Mumbai 1999.01 - 1999.01
Skills
- Operations management
- Customer experience and quality assurance
- Team leadership
- Talent development and learning
- ISO 9001:2015 Quality Management System
- COPC standards implementation
- Six Sigma Yellow Belt
- Project management
Core Competencies
Leadership and Management / Customer Experience / Training and Development / Analytical and Problem Solving / Communication and Interpersonal Skills / Technical Proficiency / Business Acumen
Languages
English
Fluent
Hindi
Upper intermediate
Affiliations
- Playing musical instruments (Violin, Guitar and Piano)
- Singing (Pop and Rock)
- Traveling and Exploring Cultures
- Mentoring and Coaching
Timeline
Followership: Exploring The Other Side of Leadersh - Leadership
Emirates
2025.03 - 2025.03
Discover Your Leadership Style - Leadership
Emirates
2024.10 - 2024.10
Global Quality Assurance and Performance Manager
dnata Travel Global Operations
2022.01 - 2025.09
Six Sigma Yellow Belt - Process Improvement
dnata
2020.01 - 2020.01
Project Manager
dnata Contact Centres
2019.01 - 2021.12
Operations Manager
Emirates Holidays and Arabian Adventures
2015.01 - 2018.12
Leaders in Transition - Leadership
Emirates
2014.10 - 2014.10
Business Continuity Management - Contingency Planning & Crisis Management
Institute of Business Continuity Management Singapore
2014.03 - 2014.03
Project Management - Business
Emirates
2010.03 - 2010.03
Quality Assurance Manager
dnata
2010.01 - 2015.01
Global Training Officer
dnata
2007.01 - 2009.01
Reservations Consultant
dnata Dubai Airport
2003.01 - 2006.01
Diploma - IATA UFTAA Advanced Course
IATA
1999.01 - 1999.01
Diploma - IATA UFTAA Standard Course
IATA
1998.05 - 1998.05
HSSCE - Economics & Commerce
Dempo College of Commerce and Economics