Nelson Dsouza
Mumbai
Summary
A seasoned Data Analyst and Senior Executive in Marketing with a proven track record at Baccarose Perfumes & Beauty Products, I excel in data filtering and leading teams to exceed targets. Skilled in visual data representation and adept at fostering team development, my strategic insights have significantly enhanced business decision-making and operational efficiency.
Overview
16
16
years of professional experience
Work History
Data Analyst & Senior Executive Marketing
Baccarose Perfumes & Beauty Products
Mumbai
10.2021 - Current
- Maintained documentation of all the processes related to Data Analysis.
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Worked with internal teams to understand business needs and changing strategies.
- Performed data entry, data cleaning, and data coding for analysis.
- Completed day-to-day duties accurately and efficiently.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assisted with customer requests and answered questions to improve satisfaction.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed inventory and supplies to ensure Stocks were available when needed.
Assistant Manager - Sales Process
Call 2 Connect BPO
12.2019 - 07.2021
- Reviewed completed work to verify consistency, quality, and conformance.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created reports on sales trends: monthly, quarterly, and yearly.
- Prepared reports detailing performance metrics such as sales volumes and conversion rates.
- Trained new sales staff on product knowledge, sales techniques, and company policies.
- Developed strategies to increase sales volume and market share.
- Analyzed sales data to identify trends, opportunities, and areas for improvement.
Sr Team Leader
Interactive BPO Services
11.2015 - 09.2019
- Handling 3 Processes (Welcome, FBC, NON NEO)
- Data and productivity analysis
- Manage attrition and absenteeism in Process
- Process & Team Development
- Tracking Agent Productivity
- Reviewing Processes with Manager Operations
- Maintaining regular staffing
- Handling agent’s queries at a 1 to 1 level
- Checking the roster monthly
- Creating process and identifying loops
Team Leader
One Point One BPO Services
10.2014 - 08.2015
- Handling the Team of 29 agents
- Data and productivity analysis
- Manage attrition and absenteeism in the team
- Process & Team Development
- Tracking Agent Productivity
- Preparing Team analysis report
- Reviewing Processes with Manager Operations
- Preparing quarterly team analysis report
- Maintaining regular staffing
- Handling agent’s queries at a 1 to 1 level
- Checking the roster monthly
- Creating process and identifying loops
Team Leader
Effort BPO
03.2012 - 11.2012
- Handling the Team of 25 agents
- Data and productivity analysis
- Manage attrition and absenteeism in the team
- Providing training, monitoring performance, provide feedback And coach team members
- Tracking Agent Productivity
- Preparing Team analysis report
- Preparing quarterly team analysis report
- Maintaining regular staffing
- Checking the roster monthly
- Creating process and identifying loops
MIS Team Leader
Spice BPO Services LTD
04.2010 - 03.2012
- Handling the Team of 7 MIS
- Data and productivity analysis
- Process & Team Development
- Providing training, provide feedback and coach team members
- Tracking Agent Productivity Report
- Preparing Team analysis report
- Preparing quarterly team analysis report
Senior Customer Service Associates
Omnia BPO Services
11.2008 - 03.2010
- Handling the Team
- Giving Training guidance regarding the product
- Maintaining the reports of Inbound as well as Outbound, on daily basis
- Helping CSR in call Escalation
- Helping CSR in solving Their Query
- Preparing Team Reports & discussing with team For their better performance
- Handling All the Mail Process (Dolphin Helpdesk)
Education
H.S.C. -
03.2009
S.S.C. -
03.2003
Skills
- Data filtering
- Gap analysis
- Data formatting
- Visual data representation
- Defect tracking
- Data validation
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Interacting with people
- Reading Stories
- Watching TV
Disclaimer
The above given information are to the best of my knowledge, Mumbai, __________
Additional Qualifications
- Typing, Passed typing examination of 30 w.p.m. with A grade
- Computer, Completed a certificate course in Computer Fundamentals & Basics. Course contents are: (Computer Fundamentals, MS DOS, Windows 98, MS office) Internet knowledge of Browsing & Surfing.
Personal Information
- Age: 38
- Father's Name: Nelson Cornel D’souza
- Date of Birth: 09/17/86
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Languages
Engilsh
First Language
Hindi
Beginner
A1
Marathi
Beginner
A1
Timeline
Data Analyst & Senior Executive Marketing
Baccarose Perfumes & Beauty Products
10.2021 - Current
Assistant Manager - Sales Process
Call 2 Connect BPO
12.2019 - 07.2021
Sr Team Leader
Interactive BPO Services
11.2015 - 09.2019
Team Leader
One Point One BPO Services
10.2014 - 08.2015
Team Leader
Effort BPO
03.2012 - 11.2012
MIS Team Leader
Spice BPO Services LTD
04.2010 - 03.2012
Senior Customer Service Associates
Omnia BPO Services
11.2008 - 03.2010
H.S.C. -
S.S.C. -
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