Collin Dsouza

• Aiding the managers by creating training modules,
  curriculums, and process-centric macros to achieve a
  “first contact” resolution within the helpdesk via calls,
  chats, and emails for the Customer Care team.
• Finding new and refined Standards of Practices, by
  eliminating redundancies, thus aiming for higher
  efficiencies and productivity within the organization.
• Ensuring all relevant stakeholders are informed, in a
  timely manner, of immediate updates when necessary.
• Prioritizing customer-centricity without compromising on
  the overall quality of work.
• Managing a Customer Care team of a sizeable portion by
  monitoring their daily statistics, KPIs, etc. Handling
  administrative duties such as absenteeism, timesheets,
  etc, and creating performance/growth plans for the team.

Skills - Interpersonal Skills · Customer Experience · Coaching · Communication · Analytical Skills · Data Analysis · Business Analysis

• Aided in the launch of the Customer Care team for a new
  market in Kuwait.
• Extrapolating daily reports regarding rider's attendance &
  it's adherence in terms of lateness, absenteeism, etc. and
  informing all stakeholders within the Operations
  department.
• Authorizing customer refund requests, ad hoc high-level
  customer inquiries and handling any complaints at a
  regular cadence.
• Interacting with customers, restaurant staff, and riders in
  a cohesive manner to manage operations in a timely
  fashion.
• Handling and managing customer expectations, general
  inquiries, feedback, complaints, etc to provide an
  optimum experience for our services and to ensure
  customer-retention.

Skills: Interpersonal Skills · Customer Experience · Coaching · Communication

• Assisting my team leader by managing the attendance report, supervising the floor, handling complaints & manager calls.
• Conducting briefings for agents and training them on basic customer service and call handling.
• Setting targets for the agents and helping them to achieve the same on a daily and weekly basis.
• Solving customer issues over the phone and contributing to working as a team in order to achieve the service level target.
• Providing technical help over the call for customers. Basic troubleshooting for laptops, desktops, mobile phones, and wifi routers.

Skills: Interpersonal Skills · Customer Experience · Coaching · Communication

• Providing basic & efficient training to all new agents.
• Helping agents to develop further and put into practice the knowledge/skills they have learned.
• Helping as a Floor supervisor.
• Handling complaints and appreciation calls.
• Creating Skill Knowledge Enhancement Plan {SKEP} reports.
• Handling the Citrix Measurement System and making sure the sales level is high.
• Attracting potential customers by answering product & service questions, and suggesting information about other products and services.
• Contributing to team effort by accomplishing related results as needed.
• Keeping management informed by submitting activity and results reports, such as daily call reports, and weekly work plans.
• Resolving customer complaints by investigating problems, developing solutions, and making recommendations to management.

Skills: Negotiation · Interpersonal Skills · Customer Experience · Coaching · Communication

• Generate leads for high-profile clients over the telephone.
• Arrange an appointment and meet the client at his convenience to sell a holiday package and also follow up on sales
• Create on-the-day promotions to make the package more attractive and close the deal with the client on the same day.
• Note the minutes of a team meeting and brief team members before and after a team meeting.
• Set targets for my team and myself as a team member and help reach the target.
• Accompany new holiday consultants for appointments initially to train him /her on the job and help him/her clear doubts in regard to holiday packages and any product-related issues.
• Make sure the agents leave the office with the documents and a fully charged laptop.
• Prepare a conveyance sheet to claim office expenses spent by agents and team members for appointments, team meetings, and welcome gifts.
• Collect day-to-day sales create a report and present it to my manager and general manager.

Skills: Negotiation · Interpersonal Skills · Customer Experience · Coaching · Communication

• Basic in Troubleshooting and AT&T Connect tech.
• Upsell of services (membership) to various prospective clients/companies.
• Worked as a floorwalker, helping customers and supervising sales personnel.
• Helped as a floor supervisor
• Providing high-quality customer service to assist customers over the phone.
• Assisting other departments to maintain & enhance better performance to ensure high-quality production.
• Monitoring efficient product quality mechanisms & ensure flawless professional behavior towards clients.

Skills: Interpersonal Skills · Customer Experience · Coaching · Communication