Summary
Overview
Work History
Education
Skills
Languages
References
Extracurricular Activities
Timeline
Hi, I’m

George D'souza

Dubai
George D'souza

Summary

Enthusiastic and reliable Sales Associate, dedicated to providing excellent customer service with a smile. Organized, detail oriented, and experienced in properly handling customer inquiries and transactions. Dedicated to increasing sales by providing the ultimate customer experience. Several years of experience in various retail settings with a proven track record of job success.

Overview

14
years of professional experience

Work History

DELIVEROO

SENIOR CUSTOMER SERVICE EXECUTIVE
01.2021 - 09.2023

Job overview

  • I closely monitored orders, on Deliveroo from start to finish by handling over 100 outbound calls, chats and Zen desk tickets from customers, riders and restaurants
  • I Inspired project teams to meet goals, within set deadlines
  • My project management abilities allowed me to successfully tackle tasks that require attention and a high level of expertise
  • As a Subject Matter Expert (SME) I conducted training sessions and QA checks
  • Provided knowledge updates to help individuals excel in their roles.
  • Reduced average call handling time through effective problem-solving techniques and efficient use of resources.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Sterling Check US

CLIENT SUCCESS PARTNER
02.2015 - 12.2020

Job overview

  • I was responsible, for analyzing data and sharing my findings with the team
  • I worked with 12-15 Tier 1 Healthcare accounts each generating around $100,000 in revenue
  • My tasks included conducting Quarterly Business Reviews using PowerPoint presentations to promote products provide program overviews and more
  • I also addressed any inquiries or concerns from clients to ensure their accounts were well managed
  • Additionally, I executed long term contracts or agreements with customers to renew and increase revenue streams
  • My goal was to expand the customer base compared to the year by leveraging existing revenue streams
  • I negotiated pricing, sales terms and service agreements while also overseeing client training (both business related and technical) and software integration efforts all while maintaining a relationship, with clients
  • Furthermore, I supported our customer engagement strategy by analyzing client data on a basis.
  • Negotiated settlements with opposing counsel.
  • Contributed to the firm''s growth by attracting new business opportunities via targeted marketing efforts.

Intelenet Global Service Private Limited (Serco)

SENIOR CUSTOMER SERVICE ADVISOR
04.2009 - 12.2014

Job overview

  • Handled denial claims, for an insurance company identifying and rectifying reasons, for denial before resubmitting claims
  • Engaged in customer communication to secure payments managed invoice write offs
  • Offered payment solutions
  • Addressed product and billing inquiries, managed complaints and handled customer escalations
  • Provided training to staff on protocols and company offerings
  • Oversaw a team of 12-15 employees monitoring their performance to enhance productivity.

Education

Google
Google Online Course

from Google Analytics
12.2023

Programming Hub & IIDE
Programming Hub

from Fundamental of Digital Marketing
11.2023

Vinayaka missions sikkim university

BBA: General Studies (Bachelor of Commerce)
04.2017

University Overview

Graduated with Distinction.

Skills

  • Billing
  • Negotiating Pricing
  • Project Management
  • Sales
  • Management
  • Information Management
  • Integration
  • Customer Success
  • Optimism
  • Customer Relationship Management
  • Conflict Resolution
  • Product and service knowledge

Languages

English Native speaker
Hindi/ Urdu Highly proficient
Marathi Very good command

References

  • Vipin Richard, Deliveroo UK, vipin.richards@deliveroo.com, +971 526169870
  • Jai Das, Sterlingcheck, jai.das@sterlingcheck.com, +91 9167575121
  • Karan Kukreti, Serco Global Service, karan_kukreti09@gmail.com, +914 76 1571217

Extracurricular Activities

Add On Task at Deliveroo, UAE Cross collab'ed with the Policy Team for alignment of multiple CC policies in the global KB to ensure they are aligned with the ME market. Created a case study on employee motivation; to get TM's to highlight top performers in their respective teams to boost morale. Creation of the #CSAT-Appreciation channel to raise and showcase agents with the highest promoter count as well as macros for team implementation. Project Experts at Sterling Project Management: Spearheaded the creation of a Project Evolution Tracker on JIRA, enhancing collaboration across CS, Sales, and Growth teams. Conducted in-depth RCA's for churned brands, pro-actively raising feature requests & maintaining documentation to address product issues. Account Management at Linkiden

Timeline

SENIOR CUSTOMER SERVICE EXECUTIVE

DELIVEROO
01.2021 - 09.2023

CLIENT SUCCESS PARTNER

Sterling Check US
02.2015 - 12.2020

SENIOR CUSTOMER SERVICE ADVISOR

Intelenet Global Service Private Limited (Serco)
04.2009 - 12.2014

Google

from Google Analytics

Programming Hub & IIDE

from Fundamental of Digital Marketing

Vinayaka missions sikkim university

BBA: General Studies (Bachelor of Commerce)

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George D'souza