Summary
Overview
Work history
Education
Skills
Websites
Additional Information
Languages
Affiliations
Certification
Timeline
Generic
IOLA DSOUZA

IOLA DSOUZA

Dubai,UAE

Summary

Driven and adaptable professional with strong analytical and communication skills, combined with knack for building relationships and solving complex problems. Proficient in strategic planning and negotiation, fostering collaboration and achieving business goals.

Offering strong organisational and communication skills within commercial environment. Knowledgeable about customer relationship management and sales support, with ability to adapt quickly to new challenges. Ready to use and develop problem-solving, teamwork, and analytical skills in New role.

Overview

16
16
years of professional experience
1
1
Certification

Work history

Commercial Executive

Al Futtaim Technology
Dubai
11.2021 - Current
  • Responsible for Annual Maintenance Contract new proposal / Renewals & negotiation
  • Vendor / customer registration
  • Vendor / customer registration
  • Back-to-back contracts renewal Vendors/Principal
  • SAP (PRT ECC 6.0, PRD IS Retail 4.7)
  • Creation of Jobs, Retail Orders, deliveries in SAP
  • Cost booking
  • CTC (Cost to Complete)
  • Job closure
  • Accounts receivable (Customer payment follow-ups)
  • Review of AR & Stock provision
  • Defective parts replacement (RMA Process)
  • Man-hours posting
  • Petty cash
  • Maintaining order book
  • Delivery follow-up with vendors
  • Negotiation with vendors
  • PO creation
  • Principal vendor Accounts Payables follow-up with Finance
  • Submission of invoices in various customer portals
  • Internal Use: Al-Futtaim Group
  • Improved client relationships by maintaining regular communication and promptly addressing concerns.
  • Managed contract negotiations to ensure beneficial terms for the company.
  • Streamlined internal processes, improved efficiency.
  • Handled customer complaints effectively, enhanced overall customer experience.
  • Monitored documentation and implementation of key contract applications and working capital processes.
  • Negotiated contracts, securing optimum conditions for business expansion.
  • Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
  • Conducted comprehensive contract reviews, ensuring compliance with regulations.
  • Enhanced customer satisfaction with prompt and courteous delivery service.
  • Coordinated with dispatch team regularly to update on delivery status, improving communication flow.
  • Checked invoices accurately against delivered items to ensure order completeness.

Technical Coordinator

AL FUTTAIM TECHNOLOGIES
10.2014 - 05.2014
  • Attending customer's calls or emails
  • Responding via emails or calls
  • Scheduling the request
  • Updating engineer's schedule, sending & collecting contracts, billing contracts & chargeable calls
  • Creating delivery orders
  • Preparing Annual Maintenance Contract
  • Payment follow-up
  • Defective and replacement of spares management
  • Creating & Arranging RMA Request with the Vendor
  • Preparing quotation for Casual Job
  • Vendor Contract Renewal
  • Payment follow-up of Salesperson's Order
  • Online / manual Airway bill creation in Aramex for delivery, collection, of the documents and following up for delivery
  • Preparing list for project for Certification and following up with commercials for
  • Certification

Customer Support Representative

Diya Systems
Mangalore
01.2012 - 06.2013
  • Diya System is a Web-hosting support centre
  • Worked as Customer Support Representative
  • The medium of support is Email and Chat
  • The main responsibility is to analyze the issue and fix the issue
  • The issues are as unavailability of a website, websites loading slowly, emails not working, etc
  • Assisting customers to host their websites, creating their websites, hosting emails.
  • Improved customer satisfaction by resolving complaints in a timely manner.
  • Managed high call volumes for better efficiency and productivity.
  • Achieved excellent service with good listening skills and empathy.
  • Addressed customer queries, ensuring complete resolution.
  • Collaborated with different teams for smooth operations.
  • Escalated complex issues with detailed documentation to the respective department.
  • Maintained accurate records of customer interactions to ensure continuity in service delivery.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Managed high-volume customer queries simultaneously through effective multitasking.

Instructor

Don Bosco ITI, Bhadravathi. India.
Bhadravathi, India
08.2011 - 11.2011
  • The responsibility is to teach electronics subject to ITI students
  • The subject contains basic electronics, the components used in electronics, explaining and repairing electronic devices.
  • Developed comprehensive teaching plans, improved student understanding.
  • Fostered positive learning environment by implementing interactive teaching methods.
  • Presented complex information in an understandable manner to facilitate knowledge absorption.
  • Encouraged critical thinking and problem-solving skills through group activities.
  • Supported students to identify problems impeding education.

Guest Lecturer

Government ITI, Udupi. India
Udupi, India
05.2011 - 07.2011
  • The responsibility is to teach electrical subjects
  • The electrical components, devices, analyzing the defect in electrical device and repairing
  • Enhanced student understanding by presenting complex subject matter in a comprehensible manner.
  • Developed curriculum for specific course modules, resulting in enriched academic content.
  • Engaged with students during lectures, increasing class participation and discussion.
  • Administered examinations, assessed results and issued fair grades.

Assistant Lecturer

Royal Academy For Technical Education, Bangalore.
Bangalore, India
09.2008 - 01.2010
  • For Diploma in Electronics and Communication students
  • The responsibility is to explain about electronics, devices used in electronics, communication techniques, explaining theoretical and practical knowledge of hardware and software of a computer.
  • Enhanced student engagement by creating interactive learning environments.
  • Prepared engaging lectures for effective knowledge transfer.
  • Provided academic support to struggling learners, improving overall classroom performance.

Education

ITIL 4( ITIL Foundation Certificate in IT Service Management) -

Zoom Foundation - undefined

Zoom Contact Centre

Received GEM Award - undefined

Al Futtaim Technologies

Diploma - Electronics and Communication Engineering

Dr. T.M.A Pai Polytechnic
Manipal, India
2008

High School -

St. Cecily's Girls High School
India
2005

Skills

  • Possess 10 years of work-experience within Annual Maintenance Contract, Technical
  • Co-ordination, Commercial Activities, Accounts Receivables

    • SAP (PRT ECC 60, PRD IS Retail 47)

  • ServiceMAX
  • Zoom Foundation, Zoom Contact Centre, Zoom One, Zoom Virtual Agent and Zoom Phone certification
  • Microsoft Word, PowerPoint, Excel
  • M-Files
  • Manage Engine
  • Ariba (Invoice Submissions)
  • Strong influencing and communication skills
  • Customer relationship building
  • Contract negotiation
  • Having a flexible attitude and positive approach
  • Quick learner
  • Excellence in Analysis, Problem Solving & Sound Judgment and decision-Making skills
  • Supply chain management
  • Financial management
  • Contract drafting
  • Contract negotiating
  • Negotiating contracts

Additional Information

  • Internal Use: Al-Futtaim GroupVisa Status : Employment

Languages

English
Fluent
Hindi
Fluent
Kannada
Native
Konkani
Native
Telugu
Elementary

Affiliations

  • Creative Arts
  • Embroidery
  • Active in physical activity.
  • Sports

Certification

ITIL 4( ITIL® Foundation Certificate in IT Service Management)

Zoom Foundation, Zoom Contact Centre, Zoom One, Zoom Virtual Agent and Zoom Phone
certification.

Timeline

Commercial Executive

Al Futtaim Technology
11.2021 - Current

Technical Coordinator

AL FUTTAIM TECHNOLOGIES
10.2014 - 05.2014

Customer Support Representative

Diya Systems
01.2012 - 06.2013

Instructor

Don Bosco ITI, Bhadravathi. India.
08.2011 - 11.2011

Guest Lecturer

Government ITI, Udupi. India
05.2011 - 07.2011

Assistant Lecturer

Royal Academy For Technical Education, Bangalore.
09.2008 - 01.2010

Zoom Foundation - undefined

Zoom Contact Centre

Received GEM Award - undefined

Al Futtaim Technologies

ITIL 4( ITIL Foundation Certificate in IT Service Management) -

Diploma - Electronics and Communication Engineering

Dr. T.M.A Pai Polytechnic

High School -

St. Cecily's Girls High School

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IOLA DSOUZA