GEORGE D'SOUZA

• Actively monitoring orders placed via Deliveroo up to completion by taking 100+ inbound & outbound calls , chats & Zen-desk tickets from customers , riders , and restaurants.
• Execute service recovery initiatives to eliminate/lower customer churn
• Led and motivated talented project teams, achieving targets within stipulated deadlines.
• Achieved high client satisfaction through consistent delivery and communication.
• Through project management skills, have successfully completed tasks that require meticulous attention to demand high level of proficiency.
• Have been Subject Matter Expert (SME), conducting training modules & process knowledge refreshments to excel in their roles.

• Handled around 12- 15, Tier-1 Healthcare accounts with revenue of $100,000 each client.
• Managing Quarterly Business Review by creating deck (PPT) to review to up-sell products, program overview etc
• Handling client's day to day queries and concerns so that their account is managed properly
• Structure and implement long term contract/agreements with customers to renew and grow revenue from customer base
• Grow customer book of business to target vs Prior year, driven by existing revenue
• Negotiating pricing, terms of sales and service agreements
• Implementing client training (business & technical) and supervised software integration, while managing good rapport with clients. .
• Supported customer engagement strategy by analysing client data on quarterly basis and reporting findings to team.

• Managed Denial Claims from Insurance company
• Found root cause for denial, corrected claims and had to resubmit
• Was involved in calling customers and collecting payments, writing off invoices, providing payment plans etc
• Managed product and billing inquiries, complaints and customer escalations
• Trained staff on operating procedures and company services.
• Supervised 12- 15 staff and monitored performance to drive productivity.
• Facilitated conflict resolution by implementing protocols and investigating issues through to completion.

Class Obtained First Division