Sheldon Dsouza
Dubai
Summary
Seventeen years of experience across IT, banking, e-commerce, and food & beverage sectors in Dubai and Mumbai. Proven expertise in training, sales operations, and facility management, facilitating adaptability to various work cultures. Strong background in market research and data analysis, identifying potential resources and building extensive connections in the HORECA and marketplace sectors in the UAE. Committed to maintaining a healthy lifestyle through sports and fitness activities, while fostering professional relationships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Office Manager and EA to Group CEO
White Label Media
07.2025 - 06.2026
- Managed office correspondence, including emails, phone calls and mail, efficiently and promptly.
- Managed daily office operations, coordinated meetings, and scheduled appointments for seamless business functionality.
- Handled incoming calls and correspondence, providing timely responses to enquiries and bolstering company communication.
- Delegated office administration tasks for smooth front-of-house management.
- Delivered comprehensive administrative support to senior management, aiding in decision-making processes and project management.
- Maintained excellent team relationships by proactively helping others with complex problem-solving tasks.
- Managed office supplies inventory, restocked items and negotiated with suppliers for cost-effective procurement.
- Interviewed and hired staff based on job and team fit.
- Coordinated diaries, scheduled meetings, and arranged travel itineraries for senior management to optimise time management.
- Monitored email inboxes, prioritised messages, and facilitated communication between departments and external stakeholders.
- Kept team in compliance with office policies, safety processes and industry requirements.
Office Manager and Executive Assistant
CBRE
Dubai, UAE
10.2023 - 06.2025
- Follow office workflow procedures to ensure maximum efficiency
- Escalation Handling: Used outstanding persuasion and relationship-building skills to develop trusted stakeholder relations, effectively balancing business needs
- Maintain files and records with effective filing systems, Set up new client accounts and updated Salesforce files with precision
- Support other teams with various administrative tasks (redirecting calls, disseminating correspondence, scheduling meetings etc.) Greet and assist visitors when they arrive at the office
- Training to the Sales Team with regards to different rebuttals that can be used in different situations and Training to the Coaching Staff on different Operations Modules Monitor office expenditures and handle all office contracts
- Perform basic bookkeeping activities and update the accounting system Deal with customer complaints or issues
- Monitor office supplies inventory and place orders Assist in vendor relationship management
Client Relationship Manager (Operations)
Beyond Basketball Academy
Dubai
02.2023 - 09.2023
- Maintained exceptional product and market knowledge, providing clients and Associates with up-to-date information to maximize new business possibilities
- Escalation Handling: Used outstanding persuasion and relationship-building skills to develop trusted stakeholder relations, effectively balancing business needs
- Addressed technical difficulties by quickly identifying and troubleshooting Client as well as School issues to achieve timely first- time resolution
- Set up new client accounts and updated Salesforce files with precision
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
- Processed cash and card payments during busy shopping periods, limiting customer wait times
- Point of Contact for various GEMS and Raffles School Authorities as well as with ESM school, for maintaining smooth operations Training to the Sales Team with regards to different rebuttals that can be used in different situations and Training to the Coaching Staff on different Operations Modules
Senior Administrative Officer
DIFC
Dubai
08.2021 - 01.2023
- Assisted in managing calendar meetings and inbox for VP of mall management.
- Supported building improvements to enhance facilities and satisfy tenant requirements.
- Monitored safety and emergency readiness among personnel by sharing information on compliance with regulations and policies.
- Coordinated daily operations including electrical, plumbing, client relations, IT, and international business visa applications.
- Guided and motivated receptionists and security teams in Dubai and Saudi Arabia to improve productivity.
- Collaborated with government and local authorities to ensure legal compliance.
- Oversaw supply chain management and logistics functions for Dubai and Saudi Arabia.
- Facilitated associate focus groups to collect feedback, address concerns, and build rapport between team members and leadership.
Operations - Supervisor (Delivery and Facilities)
Amazon
Dubai
10.2020 - 07.2021
- Planning, Scheduling and Supervising shipments dispatch on daily basis, by rostering demands daily, weekly, bi-weekly etc
- Attended meetings with Station Manager to discuss contract points and changes required for projects to move forward
- Stayed as the key contact for contract enquiries, handling multiple fortes such as facilities, Training, Safety, Drivers and 3rd party delivery companies
- Maintained inventory of office supplies, placing orders for low stock items and verifying receipt of supplies
- Delivered exceptional, friendly and fast service to process high volume of food and drink orders at peak times.
Operations-Training and Development Specialist
InstaShop
Dubai
04.2018 - 06.2020
- Food & Beverage companies trained and handled the operations as well as the sales
- Good Contacts in the Food & Beverage industry as have actively stayed in contact and brought the companies to connect with Instashop for online deliveries
- Conducted Training of the Operations and Trainers in UAE, Bahrain, Oman, Lebanon and Egypt, Heading the Training Unit Regionally in the Middle East, coordinating with the team for weekly updates
- Products and system training to clients and users of company services, systems, standards and processes
- Problem solving, retraining, customizing strategies and communications based on needs and clients/customers
- Trainings of Drivers and Clients working in different companies
- Have trained multiple verticals Supermarkets, Pharmacies, Pet shops, Bakeries etc
- Training conducted through Zoom calls, Individual and multiple Classroom trainings
- Worked on Operations to create comparison reports on performances of different shops and how they could function better Planned and led training programmes on staff development
- Used outstanding interpersonal and relationship-building skills to engage and motivate teams throughout intensive training programmes
- Provided clear online meeting invites with detailed joining instructions, aiding prompt attendance
- Performed Training Needs Analyses to gauge customer requests
- Designed training schedules for other trainers to manage work shifts.
Sales Trainer & Relationship Officer
Business Link Group, Emirates NBD & Mashreq Bank
07.2014 - 12.2017
- Recruiting-interviewing and hiring employees
- Training & Updating employees on Systems, products and services offered by the bank
- Providing Sales and Product Training for new joiners
- Motivating sales team on daily basis
- Providing Induction to the new joiners
- Introductions to the Market and taking new joiners for site visits
- Having training based on Role Plays between a Client and a Sales Executive
- Working with Team Leaders to improve skills of Sales reps that have larger areas for improvement
- Setting up a new Business Unit in Delhi and Kochi, India involved skills like Training, Managing, Problem solving and leading new offices
- Completed frequent assessments of training materials, structure and success rates in order to enhance program
- Developed long-term training strategies for new and existing employees across multiple departments.
Education
Bachelor of Science - Information Technology
Mumbai University
Mumbai Skills
- Operations administration
- Effective communication
- Program oversight
- Negotiation expertise
- Instructional design
- Team development
- Training coordination
- Research and development
- Microsoft Office proficiency
- Customer relationship management
Certification
- Excel Essential Training Microsoft 365
- Occupational Safety and Health Slips Trips and Falls
- Customer Service Managing Customer Expectations
- Leadership and teamwork Beta
- Salesforce Essential Training
- Answering Tough Questions As A Leader
- Outlook Essential Training Office 365
- PowerPoint Quick Tips
- RFP Sourcing Training – Procurement!
- Train the Trainer
- Leadership Foundations!
- Management Top Tips
- Avoiding New Manager Mistakes
- Delegating Tasks
- Combat Financial Crime Training
- First Aid
- Fire Fighting
Education
St. Andrews College
Other Achievements & Certifications
- Employee of the Quarter – Quarter 2nd 2014
- Presented seminars and actively participated in various inter collegiate events
- Certified Basketball Referee and Basketball Coach
- Have a Valid UAE Driving License and have my own Car
- Have a Valid First Aid and Fire Fighting Certificate
Timeline
Office Manager and EA to Group CEO
White Label Media
07.2025 - 06.2026
Office Manager and Executive Assistant
CBRE
10.2023 - 06.2025
Client Relationship Manager (Operations)
Beyond Basketball Academy
02.2023 - 09.2023
Senior Administrative Officer
DIFC
08.2021 - 01.2023
Operations - Supervisor (Delivery and Facilities)
Amazon
10.2020 - 07.2021
Operations-Training and Development Specialist
InstaShop
04.2018 - 06.2020
Sales Trainer & Relationship Officer
Business Link Group, Emirates NBD & Mashreq Bank
07.2014 - 12.2017
Bachelor of Science - Information Technology
Mumbai University