NATASHA DSOUZA

• Led a global team of 15, driving SLA compliance, CSAT gains (NPS ≥35), and service excellence through KPI/OKR tracking.
• Delivered 20+ process optimization and client experience projects with 100% on-time completion, 98% quality compliance, and 15% cost savings.
• Drove execution efficiency via sprint planning, scrum leadership, and 20% budget optimization through accurate forecasting.
• Improved support delivery with pre/post-implementation handovers and custom escalation workflows—cutting ticket misrouting by 30%.
• Accelerated team performance, reducing ramp-up time by 40% through targeted onboarding and leveraging QSLink (QlikSense) for insights.

Projects / Key Achievements:

• Maintained CSAT scores above 90% for six consecutive quarters.
• Reduced repeat queries by 22% via documentation and process improvements.
• Transitioned 3 cross-functional teams, each showing operational uplift under new practices.

• Co-managed a family-run event business, handling planning, budgeting, and client coordination.
• Designed and executed 7+ events, including weddings, corporate, and private functions.
• Built relationships with 10+ vendors, improving pricing, service reliability, and client satisfaction.
• Oversaw end-to-end event logistics, ensuring smooth execution within budgets.

Projects / Key Achievements:

• Secured vendor partnerships that reduced costs and improved service quality.
• Increased repeat client inquiries through personalized event planning.
• Delivered consistently high client satisfaction scores during tenure.

• Onboarded 50+ authors and subject matter experts to develop courses and video tutorials.
• Coordinated with editorial, marketing, and production teams for seamless publishing workflows.
• Resolved author queries and ensured milestone adherence, improving delivery timelines.
• Published 10+ video courses within one year, meeting deadlines and quality standards.

Projects / Key Achievements:

• Strengthened cross-functional collaboration to streamline publishing.
• Delivered innovative content formats that increased learner engagement.
• Reduced publishing cycle time by 15% through proactive coordination.

• Handled 50+ global B2B clients, ensuring SLA adherence and client satisfaction.
• Developed and implemented web forms/catalogs to streamline client onboarding.
• Collaborated with finance, editing, and marketing teams to resolve service issues.
• Built expertise in payment handling and service workflow optimization.

Projects / Key Achievements:

• Improved response times by 25% via internal process improvements.
• Enhanced client communication processes, boosting retention rates.
• Contributed to smoother onboarding for 30+ global accounts.

• Edited news articles and features under tight deadlines.
• Conducted research and fact-checking to support feature writing.
• Assisted in managing day-to-day newsroom operations.

Projects / Key Achievements:

• Published 10+ feature articles during internship.
• Developed foundations in publishing standards and deadline management.
• Built early professional credibility through quality editorial contributions.