Mark Gallacher is a Senior Strategic CX Consultant at Avaya, where they contribute to professional services. Previously, from 2015 to 2017, Mark served as the Head of Contact Center at Emirates Islamic, overseeing customer service and telesales operations. Prior to that, they held multiple Operations Manager roles at IBM from 2007 to 2011, managing client relationships and service delivery. Mark began their career in various call center roles, showcasing a strong background in service quality and workforce management at Tanfeeth for Emirates NBD from 2011 to 2015.
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