Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jonathan Dsouza

Vasai West

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

4
4
years of professional experience

Work History

Sr. representative, operations

CONCENTRIX
Thane
09.2024 - 06.2025
  • Debit card activation
  • Debit replacements done under standard delivery (5 - 7 business days) or express (1 - 2 business days)
  • Explanatory of debit card transactions to customers for their better understanding
  • Refunds (can only process refund if the team leader has granted permission to approve)
  • Disney debit card activation
  • Account closure request (high profile account with multiple products are transferred to retention)
  • Email address change
  • Phone number change
  • Approval of declined transactions due to suspicious activity / fraudulent transactions
  • Request to request bank statements (5 - 7 business days)
  • Demographic update
  • Residential & mailing address change request
  • Transfer of account ownership request – cannot be done
  • Bereavement - death of the account holder
  • Opt in / opt out alerts – transactions alerts, decline alerts, payment alerts, etc
  • ACH queries (automated clearing house) - for checks & auto payments
  • Cancellation of automatic payments
  • Schedule domestic & international wire transfer for customers who aren’t tech savvy.
  • Queries about returned checks due to NFS
  • Crypto currencies - Chase debit cards do not support crypto transactions (customer must share their account number and routing number to transfer / receive funds)

Sr. Customer service associate – voice

TELEPERFORMANCE
Malad (W)
07.2023 - 08.2024
  • New purchases
  • Renewal
  • Replacements
  • Demographic update
  • Email address / phone number update
  • Merging email addresses as one registered email address
  • Bereavement account
  • Account ownership transfer request
  • Refund requests (can only process refund if the team leader has granted permission to approve)
  • Submission of medical documents from medical practitioner / hospital - only for disabled passengers
  • Take payments for purchase of new railcards, renewal, or replacement of railcard via Master card / Visa card only
  • Double log errors
  • Types of railcards we dealt in: 16-25 railcard: £35 (year) and 3 years: (N/A), Senior railcard: £35 (1 year) and £80 (3 years), Disable persons: £20 (1 year) and £54 (3 years), Two-Together: £35 (1 year) and 3 years: (N/A), Network Railcard: £35 (1 year) and 3 years: (N/A), Family & Friends railcard: £35 (1 year) and 3 years: £80, 26-30 railcard: £35 (1 year) and 3 years: (N/A)

Representative, operations

CONCENTRIX
Thane
04.2021 - 03.2022
  • Sim card replacements
  • Bill payment extension request
  • Standard sim plans
  • Sim cancellation
  • Opt in / opt out notifications - marketing preferences and alerts
  • Process refund
  • Modem installation request
  • Transfer of account ownership - if requested by customer
  • Account closure - switch to another provider
  • Demographic update
  • Take payments via visa card / master card
  • Post paid bill explanatory - roaming charges, international charges, add-ons charges, premium subscriptions, etc
  • Modem replacements
  • Router replacements
  • Email address update
  • Phone number update
  • Bereavement account
  • Sales pitch - iPhones, Apple watches, androids, iPads, modems, routers, broadband plans, data only sim plans, etc

Education

Bachelor of Arts - Economics

University of Mumbai
Mumbai, Maharashtra
10-2020

High School Diploma -

National Institute of Open School
Vasai West
06-2013

Some College (No Degree) - Standard Nine

Our Own High School (GEMS)
Dubai, UAE

Some College (No Degree) - Standard Sixth

The Bishop Co-ed School
Kalyani Nagar, Pune

BA - Economics

St. Gonsalo Garcia College of Arts & Commerce
Vasai West

Skills

  • Debit card activation
  • Transaction processing
  • Refund processing
  • Demographic updates
  • Wire transfer scheduling
  • ACH transaction handling
  • Customer communication
  • Technical troubleshooting
  • Order problem solving
  • Fraud detection

Languages

English
First Language
Hindi
Intermediate (B1)
B1
konkani
Beginner
A1

Timeline

Sr. representative, operations

CONCENTRIX
09.2024 - 06.2025

Sr. Customer service associate – voice

TELEPERFORMANCE
07.2023 - 08.2024

Representative, operations

CONCENTRIX
04.2021 - 03.2022

Bachelor of Arts - Economics

University of Mumbai

High School Diploma -

National Institute of Open School

Some College (No Degree) - Standard Nine

Our Own High School (GEMS)

Some College (No Degree) - Standard Sixth

The Bishop Co-ed School

BA - Economics

St. Gonsalo Garcia College of Arts & Commerce

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Jonathan Dsouza