Ardel D'Lima
Customer Success Manager | Account Executive | Relationship Manager | Team Lead
Hyderabad
Summary
Dynamic Senior Customer Care Executive with a proven track record at Synchrony International Services, excelling in call center operations and client relationship building. Recognized for consistently exceeding performance targets and delivering exceptional customer service. Adept at escalation management and leveraging CRM systems to enhance operational efficiency and client satisfaction.
Professional customer service leader with strong emphasis on team collaboration and driving results. Skilled in conflict resolution, communication, and relationship management, always adapting to meet changing needs. Known for reliability and solutions-focused approach, consistently enhancing customer satisfaction and operational efficiency.
Overview
11
11
years of professional experience
11
11
Certifications
Work History
Senior Customer Care Executive
Synchrony International Services Pvt Ltd
09.2018 - 03.2020
- Handled multiple client processes for the process called Retail Cards (R.C.).
- Consistently achieving all the key metrics, month after month.
- Providing end-to-end service to customers who call in with queries.
- Adept product knowledge of the bank's products and promotions.
- Was the SPOC for the weekly huddle acknowledgments and bi-monthly process knowledge test in my team?
- From June 2019, I started floor-walking as a subject matter expert for new batches and supported them during the bridge transitioning period.
- Conducting huddles, discussing call scenarios with the new agents, and helping with tips for call handling techniques on difficult scenarios brought up by the agents.
- Exceeded performance targets consistently, earning recognition as a top performer within the department.
- Collaborated with cross-functional teams to address complex customer inquiries, resulting in timely solutions.
- Mentored junior team members, improving overall team performance and cohesiveness.
- Leveraged CRM systems to effectively track client interactions and maintain accurate records of communication history.
- Delivered comprehensive product training sessions for new hires, expediting their integration into the team.
- Managed a diverse range of escalated cases, ensuring resolution according to company guidelines and policies.
Client Relationship Account Manager
Mashreq Bank - United Arab Emirates
08.2014 - 04.2018
- Senior Associate in the Gold and Private Banking Inbound Customer Care in Feb. 2015.
- Providing end-to-end service to customers who call in with queries.
- Adept product knowledge of the bank's products and promotions.
- Out calling for pre-qualification for investment opportunities on Salesforce and CRM.
- Resolving cases assigned to me on CRM and from Mashreq Online.
- Was the quality star for the month of April 2016?
- Was the service champion for the months of April and May 2016?
- Moved to a Quality Control Officer position in November 2016.
- Worked on Salesforce, validating and auditing leads and opportunities that were uploaded and completed by the sales associates.
- Moved to a Client Relationship Manager position in July 2017.
- Collated and published reports from CRM for associate targets via e-mail on a weekly, monthly, and quarterly basis.
- I was a part of the Testing (UAT) Team during the transition from CRM to Customer 360.
- Trained and mentored new and junior staff members for improved team efficiency.
- Assessed customer risk in line with banking policy.
- Established rapport with key decision-makers within client organizations, fostering trust and open lines of communication.
- Analyzed client feedback to identify areas for improvement and implement necessary changes.
- Provided ongoing support to clients throughout their lifecycle with the company, addressing any questions or concerns promptly and professionally.
- Monitored account performance metrics regularly, taking action as needed to ensure continued success in meeting client goals.
- Conducted regular business reviews with clients, providing insights into their account performance and industry trends.
- Maintained detailed records of all client interactions in CRM systems, ensuring accurate tracking of activities and outcomes.
- Identified opportunities for upselling or cross-selling additional products or services to enhance client satisfaction and boost revenues.
- Delivered customized presentations to potential clients, showcasing the value our solutions could provide to their businesses.
- Collaborated with cross-functional teams to develop tailored solutions for clients'' unique needs.
Collections Associate
Derby Debt Collections
12.2013 - 05.2014
- Would contact and be contacted by customers to take payments towards their Post Paid Du Bills.
- Help delinquent customers to set up repayment plans.
- Met demands of busy collections group by performing high volume of daily calls.
- Processed payments over the phone and set up recurring drafts.
- Followed up with customers, leveraging empathetic and transparent communication to offer top-quality assistance.
- I took full ownership of assigned accounts, solving customer problems, and providing excellent customer service.
- Adhered to company data collection processes to verify data integrity, and reduce the risk of data loss.
- Educated debtors on available resources and options for resolving financial issues, fostering positive relationships with clients.
- Increased revenue recovery through diligent follow-up on past-due accounts and effective negotiation tactics.
- Contributed to departmental goals by consistently meeting or exceeding individual targets for collections and call volume.
Call Quality Analyst
Bank of America
02.2010 - 10.2012
- Consistently achieving all the key metrics, month on month.
- I was a part of the back-up Workforce Planning Team.
- I was a part of the Quality Monitoring Team, monitoring calls for the Costa Rica and Indian call center teams.
- Maintained performance consistently.
- Achieved multiple customer appreciations on a monthly basis.
- Improved overall customer satisfaction by providing constructive feedback to call center agents.
- Identified areas of improvement for agents through thorough analysis of recorded calls.
- Reduced average handling time by coaching agents on effective communication techniques and problem-solving strategies.
- Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
Senior Sales Executive
Dell International Services
07.2009 - 12.2009
- Worked as a Sales Expert for the U.S. chat team.
- Consistently achieved all the key metrics, month on month.
- Customer satisfaction is always maintained at a high average every quarter.
- Illustrated the use of the working tool to new joiners.
- I was a part of the back-up Workforce Planning Team.
- Conducted huddles for the team on weekly performance, achievements, and areas of improvement.
- Mentored junior sales executives, providing guidance on best practices and strategies for achieving success in the field.
- Facilitated relationships with target accounts through implementation of proven networking methods.
- Created prospect rapport by approaching leads and cultivating strong business relationships through sales.
- Leveraged strong negotiation skills to maximize profit margins while maintaining exceptional customer service standards.
- Consistently monitored sales performance metrics, adjusting tactics as necessary to achieve desired results.
- Calculated the sales commission for a sales team of 10 representatives.
Education
Bachelor of Commerce - Financial Accounting
SRI KRISHNADEVARAYA UNIVERSITY
Anantapur 04.2001 -
High School Diploma -
St. John’s Church Junior College
Hyderabad 04.2001 -
High School Diploma -
St. John’s Church High School
Hyderabad 04.2001 -
Skills
Call center operations
Certification
Advanced Prompt Engineering with ChatGPT (UpGrad)
Hobbies
In my free time I like Playing Table Tennis, Badminton, Swimming, Dancing, Listening to Music [Country, Classic Rock & Metal].
Languages
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Timeline
Basic to Advance Power BI (Skill Nation)
07-2025
Basic to Advance MS Excel (Skill Nation)
07-2025
Basic to Advance MS Power Point (Skill Nation)
07-2025
Sales Forecasting (LinkedIn Learning)
07-2025
Sales Operations (LinkedIn Learning)
07-2025
CRM Basics: Unlock Business Growth through Relationships (LinkedIn Learning)
07-2025
The 10 Pillars of Customer Experience (LinkedIn Learning)
07-2025
Advanced Prompt Engineering with ChatGPT (UpGrad)
06-2025
Generative AI Foundations (UpGrad)
06-2025
Excel for Sales ( Skill Academy)
06-2025
Senior Customer Care Executive
Synchrony International Services Pvt Ltd
09.2018 - 03.2020
Client Relationship Account Manager
Mashreq Bank - United Arab Emirates
08.2014 - 04.2018
Collections Associate
Derby Debt Collections
12.2013 - 05.2014
Call Quality Analyst
Bank of America
02.2010 - 10.2012
Senior Sales Executive
Dell International Services
07.2009 - 12.2009
Bachelor of Commerce - Financial Accounting
SRI KRISHNADEVARAYA UNIVERSITY
04.2001 -
High School Diploma -
St. John’s Church Junior College
04.2001 -
High School Diploma -
St. John’s Church High School
04.2001 -
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