LIONEL LAWRENCE DSOUZA
SHARJAH,UAE
Summary
Ambitious individual eager to demonstrate expertise and foster organizational advancement in a demanding position
Overview
19
19
years of professional experience
Work history
Customer service sales executive
Al merak
Dubai , UAE
2025.08 - Current
- Facilitated corporate tax and VAT sales to assist clients in optimising financial strategies and compliance.
- Developed customer loyalty with excellent customer service, leading to repeat business.
Stock broker
Bit culture
New York, USA
2024.11 - 2025.08
- Execute trades in New York and Indian stock markets to optimise investment opportunities and enhance client portfolio performance.
Customer service sales executive
ABC CARGO
Dubai, UAE
2024.05 - 2024.11
- Assisted customers with inquiries via calls and chats. Supported CRM systems to streamline customer interactions. Facilitated communication between customers and internal teams.
SR CUSTOMER SERVICE EXECUTIVE
INDIGO AIRLINES
Mumbai , India
2014.03 - 2023.11
- Facilitated comprehensive briefings before shifts detailing new product launches and visa requirements relevant to Indigo Airlines' travel routes to enhance staff preparedness and customer service.
- Assisted with reservation management and cash handling for ticket bookings to support customer satisfaction. Facilitated timely ticket modifications for passengers missing flights to enhance service reliability. Promoted additional revenue through sales of Indigo products such as seat selections and excess baggage services.
- Oversaw gate assignments and coordinated with ground staff to ensure efficient operations.
- Assisted in managing baggage arrival processes to enhance passenger satisfaction. Supported efforts to reduce lost luggage incidents through systematic documentation. Streamlined handling of pilferage cases to foster trust and transparency with customers.
Sr customer service executive
Celebinas airport services Pvt limited
Mumbai , India
2011.12 - 2014.03
- Ensured compliance with company policies and regulations at all times.
- Resolved complex queries, improved customer understanding.
- Trained new employees to ensure consistent quality of service.
- Collaborated with other departments to improve overall customer experience.
- Managed team of customer service representatives for better productivity.
- Worked closely with management to implement new strategies for increasing customer retention.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
Customer service executive
National flight service gha Jeddah Saudi Arabia for air India
Jeddah , Saudi Arabia
2008.06 - 2011.12
- Assessed customer needs accurately, making relevant recommendations that fit their specific requirements.
- Coordinated with other departments for efficient problem resolution.
- Ensured minimal wait times by prioritising tasks effectively during peak hours.
- Balanced multiple tasks simultaneously without compromising on quality of service.
Customer service agent
Air Deccan ( Divya tourism Pvt limited)
Mumbai , India
2007.02 - 2008.04
- Facilitated seamless check-in experiences for all passengers. Optimised arrivals processing to minimise wait times. Enhanced boarding gate efficiency, leading to timely departures.
- Handled difficult situations calmly, delivered positive outcomes under pressure.
- Coordinated with team members for superior customer service delivery.
- Developed rapport with customers through empathetic listening skills.
- Acted as first point of contact for customer issues and queries.
- Offered prompt solutions to maintain customer satisfaction.
Education
Diploma - Continuing education programme in computer hardware with internet, networking & MultiMedia
Government polytechnic Mumbai
Bandra eastBachelor of Commerce - Commerce
Sikkim professional university
Sikkim Gangtok 2024-02
Higher secondary school - Commerce
Shankar Narayan college of art and commerce
Bhayandar east 2004-10
Secondary school certificate - Secondary Education
Holy cross convent school
Mira road east2002
Diploma - Frankfinn institute of air hostess training
Frankfinn institute of air hostess training
Dadar westSkills
- Collaborative teamwork
- Teamwork skills
- Attendance management
- Project scheduling
- Problem solving
- Critical thinking
- Emotional state evaluation
- Product knowledge
- User interaction
- Adaptability to new concepts
- Flexibility in adjustments
Reference
- Vanessa, Crasto, Manager customer service, Vanessa.crasto@goindigo.in, +91 9167515840, Indigo airlines
- Vedvati, Poojary, Terminal head operations, Vedvati.poojary@goindigo.in, +91 9833907503, Indigo airlines
Languages
English
Advanced
C1
Personal Details
- Nationality: Indian
- Religion: Roman Catholic
- Passport: B6356391
- Gender: Male
Timeline
Customer service sales executive
Al merak
2025.08 - Current
Stock broker
Bit culture
2024.11 - 2025.08
Customer service sales executive
ABC CARGO
2024.05 - 2024.11
SR CUSTOMER SERVICE EXECUTIVE
INDIGO AIRLINES
2014.03 - 2023.11
Sr customer service executive
Celebinas airport services Pvt limited
2011.12 - 2014.03
Customer service executive
National flight service gha Jeddah Saudi Arabia for air India
2008.06 - 2011.12
Customer service agent
Air Deccan ( Divya tourism Pvt limited)
2007.02 - 2008.04
Diploma - Continuing education programme in computer hardware with internet, networking & MultiMedia
Government polytechnic Mumbai
Bachelor of Commerce - Commerce
Sikkim professional university
Higher secondary school - Commerce
Shankar Narayan college of art and commerce
Secondary school certificate - Secondary Education
Holy cross convent school
Diploma - Frankfinn institute of air hostess training
Frankfinn institute of air hostess training