Crystal Dsouza
Customer Support Manager
Dubai,UAE
Summary
Experienced Customer Support Manager offering 7+ years of experience in operations management, office administration and customer service and relationship management. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Manager
Callistus Blinds Middle East FZC
Sharjah Airport Freezone, UAE
01.2022 - Current
- Introduced and implemented task management system which is now in use across regional offices in UAE and UK leading to on time order and service request processing.
- Designed and developed staff training and query referencing manual which increased speed of enquiry resolution by 30%.
- Supervising customer service team of 4 representatives and sales team of 7 executives, including managing training and developing processes.
- Cultivating strong relationship with channel partners to drive business development.
- Oversee day to day operations of production department to ensure order request is processed within standard time to facilitate customer satisfaction.
Client Relationship Specialist
Seven Insurance Brokers
Dubai, UAE
07.2020 - 08.2021
- Managed over 150 client accounts distributed across 3 financial planners.
- Liaised with 5 investment and 3 life insurance companies; managed insurance underwriting process and converted 80% of written cases to issue.
- Timely updated Sales KPI and business pipeline reports that maximized team productivity.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Operations Administrator
Seven Insurance Brokers
Dubai, UAE
08.2017 - 06.2020
- Guided clients in submitting insurance claims, investment withdrawals, and applying for life insurance policies & investment products while maintaining a clean application ratio of 95%.
- Monitored client's premium payments to ensure 80% reduction in lapsed policies and 100% payment on renewal commission from insurance companies.
- Managed agency transfer of 300 clients distributed across 7 financial planners in 1 month; ensured retention rate of 95%, and 20-40% referral rate from satisfied clients.
- Responded to 15-20 daily client queries and enquiries.
Junior Officer
Model Co-operative Bank
Mumbai, India
08.2013 - 08.2016
- Established long term relationships with existing clients enabling bank to cross-sell products & services worth 35% of net revenue.
- Facilitated clients with opening savings & current accounts while maintaining 100% KYC compliance.
- Enabled 100% client care by liaising with internal team and responding to around 20+ emails per day.
Education
International Compliance Association Certificate - Financial Crime Compliance in Insurance Sector
University of Manchester
UK 06.2021 - 06.2021
MBA - International Management
Geneva Business School
Switzerland 11.2016 - 04.2018
Bachelor of Commerce - Financial Accounting And Auditing
University of Mumbai
India 06.2009 - 06.2012
Skills
Relationship Management
Customer Service
Customer Retention
Verbal and Written Communication
Collaboration
Training and Mentoring
Compliance
CRM
Microsoft Outlook, Word and Excel
Timeline
Customer Support Manager
Callistus Blinds Middle East FZC
01.2022 - Current
International Compliance Association Certificate - Financial Crime Compliance in Insurance Sector
University of Manchester
06.2021 - 06.2021
Client Relationship Specialist
Seven Insurance Brokers
07.2020 - 08.2021
Operations Administrator
Seven Insurance Brokers
08.2017 - 06.2020
MBA - International Management
Geneva Business School
11.2016 - 04.2018
Junior Officer
Model Co-operative Bank
08.2013 - 08.2016
Bachelor of Commerce - Financial Accounting And Auditing
University of Mumbai
06.2009 - 06.2012