Allwyn D’sa
Bhandup (W)
Summary
Enthusiastic professional with extensive experience in Ecommerce, Corporate, and BPO sectors. Proven ability to lead teams, drive performance, and achieve targets while delivering exceptional after-sales customer service. Strong task management skills from initiation to completion, with a proactive approach to problem-solving. Highly effective in high-pressure environments, adept at multitasking and maintaining organization.
Overview
19
19
years of professional experience
Work History
Manager Customerservice
Infinite Online Shopping PVT Ltd
Mumbai
07.2011 - 03.2025
- Managed comprehensive customer service operations, addressing inquiries and complaints across online and offline channels.
- Processed order confirmations, cancellations, and up-selling initiatives to enhance sales performance.
- Responded to telephone inquiries, providing detailed product availability and order status updates.
- Handled escalation calls, implementing customer satisfaction measures at call conclusion.
- Developed and nurtured customer relationships to drive repeat business and increase sales.
- Promoted bulk orders and close-to-expiration products at discounted rates to mitigate losses.
- Conducted follow-ups for positive customer feedback while addressing negative reviews promptly.
- Trained and mentored new employees on order management software and customer service best practices.
Sr Leave Administrator
Accenture
Mumbai
02.2009 - 05.2011
- Audited FMLA paperwork submitted by employees for leave requests.
- Verified documentation with doctors and company HR based on submitted materials.
- Approved or denied employee leave requests in accordance with established guidelines.
- Explained FMLA procedures to employees through calls and emails.
- Notified site HR and employees of approvals, denials, and policy changes.
- Updated attendance records in CRM and SAP systems to maintain accurate leave tracking.
- Received Accenture Summit Award for outstanding employee performance.
- Enhanced organizational efficiency through effective management of FMLA processes.
Owner (Partner)
Best Real Estate
Mumbai
05.2007 - 01.2009
- Meet with clients: Get to know their needs and wants, and show them properties.
- Negotiate sales prices, closing costs, and other fees.
- Research market trends, property values, and local zoning laws.
- Marketing properties through listing ads on FaceBook, pamphlets distribution, wall billboards, newspaper inserts, bulk advertising text-messages and other channels.
- Prepare and file agreements and submit documents to the sale or rental leave licence registration office.
- Manage and Organize transactions between buyers and sellers, and between owners and renters.
- Provide administrative support: Answer phone calls and emails, schedule appointments.
- Best real estate company was owned by me, we helped people buy, sell, or rent real estate. We work with buyers and sellers to negotiate deals, and guide them through the process of closing on property deal of housing apt, commercial plots and shops.
Sr. Customer Service Representative
Wipro BPO
Mumbai
10.2005 - 04.2007
- Responded to telephone inquiries, delivering quality service to customers and travel agents.
- Made revenue reservations for domestic travel within USA.
- Provided customer service to existing ticket holders, addressing inquiries promptly.
- Assisted travel agencies with bulk ticket bookings, ensuring smooth transactions.
- Up-sold holiday packages while coordinating services with hotels and car hire companies.
- Facilitated reward bookings using loyalty points for frequent flyer program members.
- Managed cancellations and reissues of existing tickets efficiently.
- Filed complaints for lost, stolen, or damaged baggage, tracking issues across airport locations.
Education
T.Y.B.Com. -
01.2004
HSC -
01.2001
SSC -
01.1999
Skills
- Customer service expertise
- Diplomatic communication
- Organizational skills
- Attention to detail
- Commitment to follow-through
- Flexibility and adaptability
- Eagerness to learn
- Leadership abilities
- Trust and respect building
- Team motivation strategies
- Goal-oriented approach
Languages
English
Hindi
Konkani
basic Marathi
Hobbies and Interests
- Cooking
- Walking
- Interacting with people
- Surfing and Research on Internet
- Listening to Music
- Social Networking
- Watching movies and occasionally watching Cricket and Football
Timeline
Manager Customerservice
Infinite Online Shopping PVT Ltd
07.2011 - 03.2025
Sr Leave Administrator
Accenture
02.2009 - 05.2011
Owner (Partner)
Best Real Estate
05.2007 - 01.2009
Sr. Customer Service Representative
Wipro BPO
10.2005 - 04.2007