Jocil D'souza
Thane
Summary
Dynamic Assistant Manager at TCS - TATA Consultancy Service with proven expertise in customer relationship management and team leadership. Successfully improved customer satisfaction through prompt issue resolution and strategic project management. Adept at fostering collaboration and mentoring staff, driving business growth while enhancing operational efficiency. Recognized for achieving seamless project transitions.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Track record of fostering collaborative and adaptable workplace.
Overview
10
10
years of professional experience
Work History
Assistant Manager
TCS - TATA Consultancy Service
10.2021 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Coordinated weekly meetings for internal and external groups.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Generated repeat business through exceptional customer service.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Launched quality assurance practices for each phase of development
- Spearheaded continuous improvement efforts within the organization by analyzing trends in project transitions and suggesting strategic adjustments as needed.
- Led successful completion of multiple large-scale project transitions while adhering to strict time constraints set forth by clients or stakeholders.
- Developed comprehensive project plans, outlining scope, objectives, deliverables, and deadlines for successful transitions.
- Enhanced client satisfaction with smooth project transitions through regular status updates and transparent communication.
- Provided exceptional support to clients during crucial transition phases, ensuring a seamless handover and minimal disruption to their business operations.
- Designed processes and systems supporting business needs before, during and after transitions.
Sr. Advisor
Willis Towers Watson
09.2017 - 10.2021
- Identified fraudulent activities by analyzing patterns in submitted claims, protecting company resources from potential losses.
- Maintained comprehensive knowledge of industry regulations, ensuring compliance in all claim handling procedures.
- Streamlined interdepartmental communication by establishing clear channels for sharing relevant claim information among team members.
- Enhanced customer satisfaction by efficiently processing and resolving insurance claims.
- Ensured accuracy of data entry by diligently reviewing and updating client records in the company database system.
- Managed a high volume of claims, ensuring timely settlements for clients.
- Provided exceptional customer service by addressing client concerns and keeping them informed throughout the claims process.
- Achieved positive outcomes for both the company and clients by skillfully negotiating with opposing parties to reach mutually agreeable resolutions.
- Improved department productivity through effective communication and teamwork among colleagues.
- Evaluated and settled complex insurance claims in strict timeframes.
- Maintained claims data in system.
Associate - Research
Datamatics Financial Services Ltd
08.2015 - 09.2017
- Streamlined data collection processes, resulting in faster completion of research projects.
- Maintained detailed records of experiments and findings in accordance with organizational guidelines, enabling easy reference for future studies or reports.
Education
Bachelor of Commerce -
St. Andrews College
Bandra03-2015
Skills
- Customer relationship management (CRM)
- Customer service
- Problem-solving
- Adaptability and flexibility
- Team leadership
- Project management abilities
- Customer rapport
- Customer relations
- Business development
- Customer service and satisfaction
- Multitasking
Languages
English
Upper intermediate (B2)
Hindi
Intermediate (B1)
Marathi
Beginner (A1)
Konkani
Upper intermediate (B2)
Timeline
Assistant Manager
TCS - TATA Consultancy Service
10.2021 - Current
Sr. Advisor
Willis Towers Watson
09.2017 - 10.2021
Associate - Research
Datamatics Financial Services Ltd
08.2015 - 09.2017
Bachelor of Commerce -
St. Andrews College
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