G REYMOND D SOUZA
DUBAI,UAE
Summary
Accomplished professional with extensive expertise in customer relationship management, call centre operations, and quality assurance. Proficient in CRM systems, customer database management, and multichannel communication platforms, with a strong focus on service level agreement compliance and performance metrics tracking. Adept at customer journey mapping, complaint resolution, and loyalty programme strategies to enhance customer engagement and satisfaction. Demonstrates a proactive attitude, critical listening skills, and a result-oriented approach to drive business success. Skilled in digital marketing tools, marketing automation systems, and competitor awareness to support strategic decision-making. Committed to fostering positive customer experiences through effective feedback delivery and a customer-centric approach while maintaining composure under pressure.
Overview
9
9
years of professional experience
4032
4032
years of post-secondary education
Work history
CUSTOMER EXPERIENCE EXECUTIVE ||SALES COORDINATOR
AVIS UAE RENT A CAR
Dubai, UAE
05.2024 - 07.2025
- Developed training materials for improved team performance.
- Conducted thorough market research to understand consumer needs better.
- Analysed feedback from customers, identifying areas of improvement.
- Improved customer satisfaction by implementing streamlined processes.
- Supported front-line sales teams with well-coordinated administrative operations.
- Coordinated and managed paid marketing campaigns on different platforms, carefully overseeing results to deliver maximum ROI.
- Used multi-source data to determine sales and delivery terms for products and services.
- Coordinated sales activities with effective communication between sales teams and clients.
- Handled critical customer issues promptly, improving overall service quality.
- Coordinated with marketing team, ensuring successful product launches.
SALES COORDINATOR||SOCIAL MEDIA HANDLING
AG CARS AL GHURAIR
Dubai, UAE
06.2023 - 03.2024
- Managed customer inquiries via phone and email.
- Processed orders accurately and efficiently.
- Maintained organized customer databases.
- Scheduled appointments and coordinated events.
- Collaborated with sales team members.
- Tracked sales leads and followed up diligently.
- Provided administrative support to sales staff.
- Collaborated with marketing on promotional campaigns.
- Created and updated sales materials and documentation.
- Tracked shipments and resolved delivery issues.
- Coordinated with sales team to ensure order fulfillment.
BACK OFFICE EXECUTIVE
MAJID AL FUTTAIM (TASC OUTSOURCING)
01.2024 - 01.2024
- Assisted in training new hires streamlining their integration into the team.
- Managed complex financial transactions with meticulous attention to detail.
- Performed regular system backups for business continuity in case of technical issues.
- Monitored expenditure against budget to ensure fiscal responsibility.
- Prioritized tasks based on urgency and importance to meet deadlines successfully.
- Maintained calendars and schedules for senior management facilitating efficient time management.
- Answered phones, responded to emails and directed calls to designated recipients.
CALL CENTRE QUALITY ANALYST
ACCENTURE
BANGLORE
05.2019 - 04.2021
- Evaluated call recordings for quality and compliance.
- Analyzed agent performance metrics and identified trends.
- Provided constructive feedback to improve agent skills.
- Calibrated scoring with team leads to ensure consistency.
- Developed and delivered quality training programs.
SENIOR CUSTOMER EXECUTIVE
MPHASIS PRIVATE LTD
05.2016 - 01.2019
- Managed high-value customer relationships exceeding expectations.
- Successfully resolved Banking complex customer issues and complaints.
- Consistently exceeded sales targets and revenue goals.
- Proactively identified and addressed potential customer concerns.
- Provided expert financial advice and guidance to clients.
Education
Bachelor of Computer Application - Computer Application
MANIPAL UNIVERSITY HALTON ACADEMY FOR MANAGEMENT TECHNOLOGY
MANPAL 01.2013 - 01.2016
HARDWARE AND NETWORKING - Hardware And Networking
GLOBAL TECHNOLOGY
INDIA01.2016
PRE UNIVERSITY - Computer Science
KARNATAKA BOARD UNIVERSITY
MADIKERI2012
High School Diploma - S S L C
KARNATAKA BOARD UNIVERSITY
MADIKERI2010
Skills
- Social media handling
- Tolerance for stress
- Knowledge management systems
- Digital marketing understanding
- Positive disposition
- Result-Oriented approach
- Live chat handling
- Quality Control
- Digital video production
- Camera operation
- Videography
- Sound editing
- Excellent communication
- Multi-camera editing
- Script-writing
- Visual storytelling
- Live broadcasting operation
- Creative vision
- Multi-Camera directing
- Broadcast regulation compliance
- Sales expertise
- Performance monitoring
- Multitasking
- Photoshop proficiency
- Visual aesthetic sense
- Adobe premiere pro expertise
Websites
Languages
English
Hindi
Konkani
Tulu
Malayalam
Kannada
Personal Information
- Nationality: Indian
- Marital status: Single
- Visa status: Employment
Custom
I am a passionate content creator with hands-on experience in video editing, photo editing, and visual storytelling. I specialize in creating engaging digital content tailored for social media, marketing, and promotion. I'm skilled in using industry-standard tools such as Adobe Premiere Pro, Photoshop, and other creative software to produce high-quality visuals and videos. From concept to final cut, I handle the entire content creation process-bringing ideas to life with creativity, precision, and a deep understanding of audience engagement.
Timeline
CUSTOMER EXPERIENCE EXECUTIVE ||SALES COORDINATOR
AVIS UAE RENT A CAR
05.2024 - 07.2025
BACK OFFICE EXECUTIVE
MAJID AL FUTTAIM (TASC OUTSOURCING)
01.2024 - 01.2024
SALES COORDINATOR||SOCIAL MEDIA HANDLING
AG CARS AL GHURAIR
06.2023 - 03.2024
CALL CENTRE QUALITY ANALYST
ACCENTURE
05.2019 - 04.2021
SENIOR CUSTOMER EXECUTIVE
MPHASIS PRIVATE LTD
05.2016 - 01.2019
Bachelor of Computer Application - Computer Application
MANIPAL UNIVERSITY HALTON ACADEMY FOR MANAGEMENT TECHNOLOGY
01.2013 - 01.2016
HARDWARE AND NETWORKING - Hardware And Networking
GLOBAL TECHNOLOGY
PRE UNIVERSITY - Computer Science
KARNATAKA BOARD UNIVERSITY
High School Diploma - S S L C
KARNATAKA BOARD UNIVERSITY
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