MATHEW D'SOUZA
Mumbai
Summary
mathew.dsouza2@gmail.com 9011561455 Mumbai, Maharashtra 400095 Client Service and Support Customer Satisfaction Problem Solving Communication Skills Training and mentoring Team Collaboration Process Improvement Data Analysis Report Writing
Overview
16
16
years of professional experience
Work History
ACCOUNT SPECIALIST III (RETAIL RESEARCH ADVISOR)
J.P MORGAN (CHASE BANK)
Mumbai
09.2013 - Current
- Achieved high customer satisfaction ratings through effective communication skills demonstrated while working for Credit Card Customer Service at CMS PHONES
- Handled Credit Card Applications KYC processing for lending phones
- Collaborated with the Correspondence email team to enhance efficiency in the credit balance refund process
- Ensured timely loan processing for small businesses in partnership with Small Business Finance during the COVID crisis
- JEP Role: Trained incoming batches from initial orientation to operational stages
- JEP Role: Interim Team Leader: Goal setting and planning, Weekly audits, Overseeing progress towards process enhancement, Coaching team members, Performance monitoring, Resource managements, Reporting.
CUSTOMER SERVICE ADVISOR
SERCO (INTELENET GLOBAL SERVICES)
Mumbai
04.2012 - 09.2013
- Provided customer support in a B.P.O setting
- Handled customer queries effectively
- Facilitated on-the-job (O.J.T) training for new hires by providing assistance and guidance across the production floor
RECEPTIONIST
EURO KIDS SCHOOL
Nasik
05.2009 - 03.2010
Education
Post Graduate Diploma - Business Administration And Finance
IIBM University
Delhi01.2017
Bachelor of Commerce -
Delhi Board
Pune01.2013
Higher Secondary Certificate -
Pune Board
Pune01.2007
Secondary School Certificate -
Pune Board
Pune01.2005
Skills
- Client Service and Support
- Customer Satisfaction
- Problem solving
- Communication skills
- Training and mentoring
- Team collaboration
- Process Improvement
- Data Analysis
- Report writing
- Time management
- Employee training
- Process improvement
Accomplishments
- Team of the year 2023 Retail Research.
- Team of the quarter II 2024 in Retail Research.
Languages
- English, Expert
- Hindi, Intermediate
- Marathi, Basic
Activities
Road shows Project, 06/01/24, Collaborated with the products team to enhance our internal customers experience working on daily application for resolving our customers issues.
Timeline
ACCOUNT SPECIALIST III (RETAIL RESEARCH ADVISOR)
J.P MORGAN (CHASE BANK)
09.2013 - Current
CUSTOMER SERVICE ADVISOR
SERCO (INTELENET GLOBAL SERVICES)
04.2012 - 09.2013
RECEPTIONIST
EURO KIDS SCHOOL
05.2009 - 03.2010
Post Graduate Diploma - Business Administration And Finance
IIBM University
Bachelor of Commerce -
Delhi Board
Higher Secondary Certificate -
Pune Board
Secondary School Certificate -
Pune Board
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