Darryl D'Souza
Customer Service Professional
Pune,Maharashtra
Summary
An experienced Customer Service professional with over 15 years of experience in the call centre, travel and non-profit verticals. Looking to expand on the knowledge and experience of providing customers with the ultimate in customer satisfaction. Currently part of a team that has been a certified Center of Excellence by Benchmark Portal four years in succession and has earned a Gold Level certification from the Customer Service Institute of America (compliant with the International Customer Service Standard - ICSS).
Overview
16
16
years of post-secondary education
13
13
years of professional experience
Work History
Sr. Associate II - Rotary Support Center
Rotary International Infotech Pvt. Ltd
Pune, MH
07.2021 - Current
- Apart from the responsibilities of an Associate, additional responsibilities now include collating process improvement related observations/questions and ensuring the Support Center internal WIKI is up-to-date.
- Email/ticket handling and quality monitoring for the team along with providing quarterly quality feedback as part of the agent's performance cycle. Also mentoring new joiners in order to bring them up-to-speed on the process.
- Sending out the Day End productivity report for the team. Also backup for the weekly productivity report that is sent to stake holders.
Associate II - Support Center
Rotary International Infotech Pvt. ltd
Pune, Maharashtra
07.2016 - 06.2021
- First point of contact (emails) for Rotarians worldwide regards to their inquiries on grants, projects, contributions, and general operations of Rotary service clubs.
- TAT of 24 hours is adhered to along with an aim to provide first email resolution.
- Single point of contact for maintaining an internal WIKI updates file and for compiling process updates.
- Part of a team that has won the Center of Excellence award for four years consecutively.
- Awarded by Benchmark portal with a constant 95% Customer Satisfaction rating.
- Managed customer relations and customer service through daily communication and interaction.
- Maximized customer interactions by promptly identifying needs and wants.
Associate Client Relations
roomsXML Solutions Ltd
Pune, India
10.2013 - 11.2015
- Liaising with customers or their travel agents, suppliers and hotels worldwide in order to ensure that any issues that may arise out of a hotel booking are taken care of at the earliest.
- Part of a bi-monthly rota that gave experienced associates an opportunity to lead the team, create the bi-monthly shift roster and be the single point of contact for team member queries and lead the team.
- Engaging in soft collections from travel agents in order to ensure that all bookings are paid for in a timely manner.
- Final decision from a Customer Service perspective in cases that were escalated to the next level taking into consideration the respective Account Manager’s input as well.
- Accompanying the Sales Team locally to promote the Customer Service vertical to existing clients and to potential clients at Trade Shows.
Customer Service Associate / Resource Planning Administrator
Ventura India Pvt. Ltd
Pune, Maharashtra
09.2009 - 06.2012
- Joined Next Directory, the captive process for Ventura, as a Collections Agent, specializing in collecting dues from defaulting customers. Responsibilities included:.
- Outbound calling to defaulting customers for collection of dues.
- Also attended to incoming calls from customers who had billing and payment queries.
- Then moved to the Resource Planning team which dealt with optimizing staffing levels across Ventura’s sites in order to ensure continuity of business.
- Was also picked to be a part of the Dialer Team due to previous outbound experience to monitor outbound campaigns.
- Also was in charge of maintaining an Agent to Team Leader master file in order to keep track of the Agent to Team Leader ratios across Ventura’s sites.
Technical Support Specialist
IBM Daksh
Pune, Maharashtra
07.2007 - 08.2009
- Providing technical support over the phone to customers in the United States with regards to the Windows 7 and Windows XP platforms.
- Scheduling maintenance or PC servicing appointments in case personal visits were needed. Removed malware, ransomware and other threats from laptops and desktop systems.
- Pushing for sales of HP equipment and accessories to interested customers. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Bachelor of Commerce -
University Of Pune
Pune 07.2003 - 04.2008
Higher Secondary Certificate (HSC) -
St. Patrick's Jr. College
Pune 07.2000 - 04.2002
Secondary School Certificate (SSC) -
St.Vincent's High School
Pune 07.1990 - 04.2000
Skills
MS Office
Additional Information
Music Production and Sound Engineering Diploma from Point Blank Music College, London
Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Sr. Associate II - Rotary Support Center
Rotary International Infotech Pvt. Ltd
07.2021 - Current
Associate II - Support Center
Rotary International Infotech Pvt. ltd
07.2016 - 06.2021
Associate Client Relations
roomsXML Solutions Ltd
10.2013 - 11.2015
Customer Service Associate / Resource Planning Administrator
Ventura India Pvt. Ltd
09.2009 - 06.2012
Technical Support Specialist
IBM Daksh
07.2007 - 08.2009
Bachelor of Commerce -
University Of Pune
07.2003 - 04.2008
Higher Secondary Certificate (HSC) -
St. Patrick's Jr. College
07.2000 - 04.2002
Secondary School Certificate (SSC) -
St.Vincent's High School
07.1990 - 04.2000
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