Open To Work
Darren Dsouza
Mumbai
Summary
Results-oriented Customer Experience Leader with a proven ability to enhance sales through strategic account management and relationship building. Expertise in aligning business objectives with client needs to foster loyalty and enhance brand reputation. Committed to creating impactful customer experiences that drive growth and establish long-term partnerships.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Firstsource Solutions Ltd
Mumbai
08.2022 - Current
- Led customer service team to enhance customer satisfaction through high-quality support and assistance.
- Trained new team members on company policies and effective customer interaction techniques.
- Managed escalated inquiries, ensuring timely and satisfactory resolutions.
- Monitored service metrics to pinpoint improvement opportunities for team performance.
- Participated in regular senior management meetings to discuss project progress in customer service operations.
- Evaluated team performance against established targets and KPIs to guide development initiatives.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Conducted periodic audits of call recordings and emails for quality assurance.
Customer Sales Representative
Foundever
Mumbai
06.2021 - 08.2022
- Resolved customer inquiries on product features, availability, and pricing to enhance customer satisfaction.
- Maintained comprehensive knowledge of company products, services, and policies.
- Trained new team members on procedures, improving overall team efficiency and service quality.
- Identified and recommended process improvements for support service delivery to streamline operations.
Education
Bachelor of Commerce - Commerce
ISBM University
04-2023
Skills
- Client engagement
- Sales expertise
- CRM software
- Performance monitoring
- Quality assurance auditing
- Documentation and reporting
- Multitasking and organization
- Team leadership
- Teamwork and collaboration
- Administrative duties
- Telephone etiquette
- Research and analysis
Languages
English
Native
Native
Hindi
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Certification
- Generative AI Foundations Certificate
- Lean Six Sigma Yellow Belt
- Excel Beginner to Advance Complete Course
- Digital Marketing and E-commerce
Accomplishments
- Top Performing CEL- Q4, 2025- Exceeded Sales and NPS targets
- Retention Amplifier
- Best Performing Advisor- 2024-25
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridRemoteSalary Range
₹600000/yr - ₹1000000/yrTimeline
Customer Service Lead
Firstsource Solutions Ltd
08.2022 - Current
Customer Sales Representative
Foundever
06.2021 - 08.2022
Bachelor of Commerce - Commerce
ISBM University