MELDON D'MELLO

• Achieved operational excellence by streamlining processes and implementing best practices.
• Improved team performance by providing comprehensive training and fostering collaborative work environment.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
• Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
• Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
• Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
• Provided strong leadership to enhance team productivity and morale.
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Recommended and implemented successful strategies to maximize revenue.

• Led the one team customer service, Global Live help, Export documentation and Customs manifest team for the North West Continent Area
• Successfully improved net promoter scores (NPS) score of -74 in 2017 to +25 Q1, 2020
• Successfully improved customer satisfaction (C-SAT) metrics from 72% in January 2018 to 92% in April 2020
• EES scores for NWC moved from 18th Percentile to the 51st Percentile from 2018 to 2019

Team Manager, 05/2012 to 03/2018

• Managed the GBR Imports and Exports customer service team
• Supported the migration of the UK processes from country to the shared services in Mumbai for imports and exports processes
• Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.

• Team management, performance management and quality management of call taking & case management staff.
• Identified opportunities to improve current processes and reduce errors (30%)
• Drove quality initiatives across floor by conducting sessions on best practice-sharing

Team Coach, 10/2006 to 01/2010 Hutchinson 3 Global services Pvt. Ltd. - Mumbai, Maharashtra

Customer Relationship Advisor, 06/2003 to 09/2006 Hutchinson 3 Global services Pvt. Ltd. - Mumbai, Maharashtra