Mark Gallacher

Mark Gallacher is a seasoned professional with extensive experience in customer service and operations management. Currently serving as a Senior Strategic Consultant at Avaya since December 2017, Mark previously held the position of Head of Contact Center at Emirates Islamic, overseeing customer service and telesales operations. At Tanfeeth, Emirates NBD from November 2011 to January 2015, Mark led the Service Quality and Workforce Management teams. Prior to that, Mark worked at IBM Global Process Services from June 2001 to November 2013, where roles included Call Centre Quality and Service Excellence Manager and Operations Manager, managing various accounts across multiple regions. Mark’s expertise encompasses service quality, operational excellence, and strategic consulting in the financial and telecommunications sectors.