JOYAL DSOUZA

• Provide direct reports to CEO on operational necessities, maintaining clear communication for efficient decision making.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Working on Data wiping & IT testing software. Global Erasure & Aiken,
• Completed timely and accurate daily logs to keep internal reporting accurate and track materials movements.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Collaborate closely with logistic team to handle client documentation.
• Establish and monitor quality control standards to ensure products and services exceed customer expectations.

• Assisting team in delivering quality services to the clients and ensuring the services provided to clients are timely and precise according to client business needs and specifications.
• Provided detailed progress reports and milestone updates to key stakeholders, maintaining project momentum
• Maintains detailed and updated information on customers and periodically reviewed to maintain accurate information in CRM
• Manage the team of coordinators and supervisors to ensure the implementation of the services in a safe, efficient and well-organized manner
• Advising clients and providing suitable proposal & Quotes for their waste management and recycling requirements as per site survey
• Managing all the operational demand of the projects of the top companies and Government sectors (such as Dubai Municipality, Islamic Affairs & Charitable Activities Department, etc.)
• Conducting segregation & recyclables training for the internal staff and Clients
• Ensure all SLAs and contractual agreements with suppliers/ partners/ customers are adhered to
• Conducted periodic meetings with clients to review performance, discuss opportunities, and address any issues or concerns.

Receiving and placing calls (inbound/outbound) to address customer needs, complaints and other issues related to service.

• Ensure to plan, dispatch and monitor client services till completion, ensuring to maximize Operations capacity at all times and updating daily call records for client services, and reporting details of completed and pending services.
• Coordinating with team to focus on excelling team targets & service delivery on time.
• Developing continuous communication with clients to update service and next actionable, in case of any delay in services
• Planning and allocating service to on-field operations team and liaising till service completion.
• Conduct on-board training for new joiners in the team and ensuring safe working environment for staff.
• Maintaining all Operation records and waste management information required for uploading in government portals (Dubai Municipality, RASID app, etc.) for timely renewals.
• Handling team escalations and recording an actionable measure taken towards complaints.
• Monitored and reviewed operational performance, aiding improved business strategy to maximize productivity.

Fostered customer trust and loyalty by communicating complaint status transparently, resolving issues reported within stipulated timelines and soliciting feedback for service delivery improvement

• Building and maintaining good rapport with Client and Account Manager's ensuring that services and User ID are permission for clients before thedeadline
• Managing Queue for EMEA region and assigning it to respective individuals
• Handling customer service operations for rendering and achieving quality services and providing first line customer support by answering queries & resolving their issues within minimum TAT
• Attended SAP Processor Training provided by Thomson Reuters to solve billing queries.
• Assign activities and tasks and add required comments for better processing by Salesperson.
• Exposure in managing & motivating Junior staff & also providing process knowledge when necessary.
• Maintaining good rapport with middle office, working closely with Reps assigned to each client on regular basis to ensure any issues are communicated and addressed quickly.