Summary
Overview
Work history
Education
Skills
Languages
Personal Information
Certifications
Hobbies
Timeline
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Malcolm Dsouza

Malcolm Dsouza

Mulund West,India

Summary

Driven professional with knack for building strong customer relationships and fostering client loyalty. Possesses excellent communication and problem-solving skills, crucial for managing and enhancing client interactions. Dedicated to delivering exceptional service and driving positive client outcomes.

Experienced Senior Customer Relationship Executive known for enhancing client satisfaction and loyalty. Boosted customer retention rates and streamlined service processes to improve overall client experience. Skilled in resolving complex issues and fostering long-term client relationships, ensuring positive impact on business goals.

Overview

2026
2026
years of professional experience
5
5
years of post-secondary education

Work history

Senior Customer Relationship Executive

Hexaware Technologies
New Mumbai , India
03 2025 - Current
  • Converted churned customers through value-add promotions.
  • Recorded customer outcomes in CRM systems for monitoring and reference.
  • Converted at-risk customers through targeted selling.
  • Handled difficult customers professionally, diffusing tense situations effectively.
  • Diffused conflict to resolve complaints patiently and professionally.
  • Negotiated tactically to achieve positive client and business outcomes.
  • Enhanced company reputation for excellent customer service with clear, empathetic communication.
  • Handled calls promptly and professionally using proven telesales skills.
  • Adapted sales pitch to individual customer needs, secured multiple successful deals.
  • Built strong relationships with key clients to maintain loyalty.
  • Handled complex customer issues with tact and diplomacy.
  • Maintained a high level of professionalism in all client interactions.
  • Delivered exceptional customer service to enhance brand reputation.

Associate

Willis Towers Watson
Vikhroli, Mumbai, India
07 2015 - 06 2017


  • Subject matter gathering Of Limit, exposure, premium / Annual revenue of the client.
  • Selecting the best Carrier for the client.
  • Policy detailing Preparing Documents pertaining to client Like Exposure gathering Workbook, SBS workbook.
  • Quality Analyst for Commercial Ongoing process / Financial Audits.
  • Working with the team and assuring proper documentations with also accurate application.
  • Responsible for Preparing the audit transmittal letter and sending it to client.
  • Responsible for Calculation of premium Paid by the clients.
  • Research on Audit document and the policy document.
  • Comparing the audit and policy document to determine the percentage Change in exposure.
  • Regular interaction with Counterparts as sales and customer representatives In USA. (Skype Calling).
  • Answering and resolving any issues or Queries from the USA with minimum TAT. (Skype calling).
  • Gathering Loss Information of client's previous 5 years.
  • Preparing Loss Summary.
  • Contacting the Carrier regarding the Loss summary Of line of business Policy detailing.
  • Resolving queries asked by the CSS with minimum TAT through (skype calling).
  • Also responsible for Requesting the Endorsement from Client Service Representative.
  • Comparing the Endorsement document with the Policy document and the Audit document.
  • Updating the system as per the correct calculation amount is derived I.E Total premium.
  • Resolving queries asked by the CSS with minimum TAT.

Senior Associate

First source
Malad West
09.2024 - 03.2025
  • Company Overview: International
  • Resolving issues of the customers regarding disputes.
  • Reporting account as fraud if customer does not agree to payment.
  • Guiding customers for payment arrangements.
  • Accepting payments from the customer for inbound.
  • Requesting customer to make the payment by giving reminder for outbound calls.
  • Dividing customers outstanding Payments.
  • Making payment extensions for the customer in case the customer is not able to pay the bill on time.
  • International

Senior Associate

Tata consultancy services
Malad West
05.2024 - 07.2024
  • Company Overview: international
  • Resolving customer service queries related to credit cards.
  • Giving waiver on the customers account if he is unable to make the payment.
  • Receiving payments from the customer through bank routing number.
  • Working on sawgrass. Check-in customers eligibility for new credit card.
  • International

Senior Associate

Concentrix (Converges)
kasarvadavli, Thane
02.2022 - 07.2024
  • Technical support and sales associate for optus network.
  • Resolving all customer queries related to billing.
  • Guiding customers to make the payment online through my optus application.
  • Booking the appointment for customer for NBN technical support.
  • Troubleshooting the Wifi modem by running Sherlock on the system.
  • Creating the case of the customer and referring it to the senior case manager.
  • Making payment extensions for the customer in case the customer is not able to pay the bill on time.
  • Pitching sales to the customer by calling the customer and presenting them deals through the optus website.
  • Educating the customer about the latest phones and offers regarding the optus choice plus plans.
  • Converting the technical call into a sales call after giving the resolution to the customer.

Senior Associate

WNS Global Services
Vikhroli, Mumbai
09.2019 - 02.2022
  • Handling webchat queries for customer support for British gas Utility International services.
  • Resolving all customer queries related to meter reading.
  • Guiding customers to make the payment online for meter readings.
  • Revering the bill for the customers in case of incorrect meter readings.
  • Booking appointments for the customer to send engineers for boiler repair.
  • Sending the annual bill to the customer on a yearly basis.
  • Schedule engineers appointment for central heating boiler.
  • Issue Gas safety certificate and gas safety check on the customers property.
  • Schedule annual boiler service for the customer on his property regarding the boiler.
  • Issuing the service certificate pertaining to the boiler service carried out at the customers property.

Senior Associate

Axelia Solutions Private Limited
Vikhroli, Mumbai
07.2019 - 09.2019
  • Handling outbound chats on 3 concurrency.
  • Sales for medical department.
  • Handling customer service department.
  • Tracking the delivery of medicines for the customer.
  • Updating the customer's correct verification of medical documents.
  • Running sales campaign for medicines in the market.

Associate

TechMahindra
Malad, Mumbai
11.2018 - 03.2019
  • Handling calls as a customer support agent for Three service providers.
  • Resolving all customer issues with exceptional customer service skills.
  • Managing Service outage queries.
  • Preparing a backlog for service outage related queries.
  • Running troubleshoot tools for network related queries.
  • Customer service measure via live person score and V Sat, along with efficiencies i.e. handling time and quality Internal and External Vsat.
  • Constant follow up with the customer relations team for calls related to queries based on customer satisfaction.

Executive

CAPITA INDIA PVT LTD (HGS Payroll)
Vikhroli
09.2014 - 03.2015
  • Managing Chat services, and resolving all customer issues with exception customer service skills service measure via live person score and V Sat, along with efficiencies i.e. handling time and quality Internal and External Vsat.
  • Managed chats for customer service for 02
  • Reviewing, preparing and analyzing accounts of the customer.
  • Resolved chat queries of the customer via liveperson.
  • Chatting with the customers and resolving their troubleshooting queries for the internet.
  • Worked in the retention team to make sure that customers take a new phone contract.
  • Preparing Aging Reports, Weekly Dashboard Reports, Productivity & Quality Report.
  • Resolving team queries
  • Conducting Team Meeting for sharing of any updates.
  • Provide Process training to new associates.
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.

Education

PGDAME - Marketing - Advertising and Events

Mumbai University (National institute of Event Marketing)
Mumbai, Maharashtra
05.2017 - 12.2018

TYBCOM - Commerce

Mumbai University (VK KRISHNA MENON College)
Mumbai, Maharashtra
05.2013 - 12.2014

HSC - Economics

VK KRISHNA MENON College of Commerce And Science
Mumbai
01.2011 - 12.2011

High School Diploma -

Mumbai Board (ST Pius X High School)
Mumbai
01.2009 - 12.2009

Skills

  • SAP ERP
  • Proficient in MS Office
  • Skype
  • Microsoft teams
  • Jarvis
  • Live engage

Languages

English
Fluent
Hindi
Fluent
Marathi
Fluent

Personal Information

  • Gaming
  • cricket
  • football
  • cooking

Certifications

  • MS-CIT
  • Certified Insurance Service Representative (CISR)
  • Post Graduate diploma in advertising, marketing and events
  • Amadeus certified for Air ticketing and reservations

Hobbies

  • Playing Cricket
  • Gaming
  • Excel
  • MS Office

Timeline

Senior Associate

First source
09.2024 - 03.2025

Senior Associate

Tata consultancy services
05.2024 - 07.2024

Senior Associate

Concentrix (Converges)
02.2022 - 07.2024

Senior Associate

WNS Global Services
09.2019 - 02.2022

Senior Associate

Axelia Solutions Private Limited
07.2019 - 09.2019

Associate

TechMahindra
11.2018 - 03.2019

PGDAME - Marketing - Advertising and Events

Mumbai University (National institute of Event Marketing)
05.2017 - 12.2018

Executive

CAPITA INDIA PVT LTD (HGS Payroll)
09.2014 - 03.2015

TYBCOM - Commerce

Mumbai University (VK KRISHNA MENON College)
05.2013 - 12.2014

HSC - Economics

VK KRISHNA MENON College of Commerce And Science
01.2011 - 12.2011

High School Diploma -

Mumbai Board (ST Pius X High School)
01.2009 - 12.2009

Senior Customer Relationship Executive

Hexaware Technologies
03 2025 - Current

Associate

Willis Towers Watson
07 2015 - 06 2017

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Malcolm Dsouza