Lavita Delma D'Souza
Mangalore
Summary
To work in a learning environment that provides me with a wide spectrum of experience and exposure. To be able to utilize my skill and knowledge to the best of my abilities, contributing towards personal growth and growth of the organization with positive growth and efficiency.
Overview
4
4
years of professional experience
Work History
Forex Global Support Associate
HSBC Electronic Data Processing
11.2022 - Current
- Provided client support by addressing inquiries, resolving issues, and offering timely assistance to ensure customer satisfaction.
- Confirmed Forex trades, ensuring accuracy and compliance with internal processes and market regulations.
- Conducted complete and timely investigations into any trade breaks, identifying causes and implementing corrective actions to resolve discrepancies.
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Monitored employee and customer interactions to assess quality of service.
- Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
- Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
- Liaised between corporate decision-makers and sellers on issues involving fees, prohibited items and gating.
Freight DE operator
Interlog Services pvt Ltd
03.2021 - 05.2022
- Invoice processing
- Evaluate and validate logistics invoice and bills
- Report any duplicates found while processing
- Contacting the client and carrier when required
- Recording the remarks
- Report the task update and daily summary to the team manager
- Plan and coordinate the daily work given
- Managing customer service tickets and providing resolution within SLA
- Maintaining positive tone and understanding of queries
- Conict management and resolution
- Keep team lead in loop regarding the requests and collect feedback actively
Education
Bachelor of Commerce -
St.Aloysius College, Autonomous
01.2019
Pre University -
St. Aloysius PU College
01.2016
Skills
- Problem-Solving
- Communication
- Time Management
- Planning & Organizing
- Decision Making
- Customer support
- Documentation skills
- Sales support
- Customer service
- Relationship building
- Client communication
- Training and coaching
Accomplishments
- Awarded the Innovation Award in 2023 for contributions to process improvement and creative problem-solving.
- Recognized as Risk Champion in 2024 for excellence in identifying and mitigating financial risks.
- Certificate of excellence for Leadership Quality from CLC
- Completed SAHAAYA (A social service project which focuses on working with communities)
- Advanced Diploma in Aviation Operations & Hospitality
- Certificate in Amadeus Training
- First Aid and CPR
- Advanced Excel
Languages
English
Hindi
Kannada
Konkani
Tulu
Personal Information
- Date of Birth: 01/19/99
- Nationality: Indian
Timeline
Forex Global Support Associate
HSBC Electronic Data Processing
11.2022 - Current
Freight DE operator
Interlog Services pvt Ltd
03.2021 - 05.2022
Pre University -
St. Aloysius PU College
Bachelor of Commerce -
St.Aloysius College, Autonomous
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