Olivia D’sa
Mumbai
Summary
14 years of experience in Service, Sales, Operations, Team Management, Documentation and Evaluation. Excellent interpersonal communication, organisational, leadership skills, ability to handle and work under pressure, meeting deadlines, customer care and effective people management.
Overview
14
14
years of professional experience
Work History
Manager – (Axis Bank)
Citi Bank
12.2022 - 11.2024
- Sending performance related reports to the team and seniors
- Daily Meeting with the team and also with outliers for enhancing performance in the team
- Listening to live call and evaluations, giving feedback to officers
- Managing MD escalations and escalations received at the desk by providing effective & timely resolution towards a range of customer inquiries and close looping the client and seniors about the case status
- Suggesting customer centric process changes with stake holders
- Preparing and publishing team stack rank
- ID Management (Creating, Deletion and Maintenance)
- To analyse on NPS and Defects of the team and groom the outliers, suggest for process improvements and trainings
- Preparing of team roster
- Presenting team data and performance during review meets with seniors
- Engaging Team activities
- Interviewing candidates for team selection
- Worked on Project for 3 months for handling multiple customer concerns closely with operations during the merger acquisition from Citi to Axis
Assistant Manager
Citi Bank
12.2019 - 11.2022
- Managing Affluent Clients for Banking and Credit Cards
- Delivering world class customer service & building customer satisfaction & loyalty to Citibank customers
- Maintaining high standard of quality in service delivery
- Resolving & following up on all service-related issues related to credit cards and banking
- Managing escalations and providing effective & timely resolution of a range of customer inquiries by close looping the client
- Sending various reports: Case follow-ups daily tracker, Appreciation emails, completion of training activities in the team
- Upselling of Additional Products
- Mentoring New Joiners for Product Knowledge and Process Related
- Took initiative in Fun committee for team engagement and was part of it 2 years
Senior Executive
Citi Bank
05.2015 - 12.2019
- Managing banking and credit card customer queries on the inbound phone channel.
- Achieving daily sales targets while servicing the customers.
- Resolving and following up on all service-related issues related to credit cards and banking.
- Managing team escalations and providing effective and timely resolution.
Accounts Executive Officer
Balmer Lawrie & Co. Ltd
03.2011 - 04.2015
- Company Overview: SBU: Vacations Exotica
- Handling Petty Cash Expenses
- Dealing with the accounts of ‘Foreign & Local Suppliers’ (Hotels & Tourist Companies) with regards to booking of Invoices and payments due from Customers
- Depositing of Foreign Currencies & Travellers Cheques, Local Cash & Cheques received from Customers to the Company’s Bank Accounts
- Posting Sale entries forwarded by the Sales Department at the end of the Day in the system & issuing receipts for payments received from Customers
- Posting entries daily based on Invoices received (Ticketing Invoices & Insurance) from Subsidiary companies, and forwarding payments fortnightly for account settlement
- Preparation of Vendor cheques
- Preparation of Monthly Expenditure reports and forwarding to the Senior Authorities on Monthly Basis
- Preparing Outstanding Reports for Customers & Vendors
- Bank Reconciliation
- Filing of Vouchers
- Issuing of Commission Cheques to Agents
- Worked on Fact Solutions – Accounting Software and then later on ‘System Application Products’ Enterprise Resource Planning (SAP – ERP)
- SBU: Vacations Exotica
Education
Bachelor of Commerce Degree (B.Com) -
St. Andrew’s College of Arts, Science & Commerce
Mumbai01.2010
Skills
- Positive attitude
- Excellent communication skills
- Committed to the deadline
- Team management
Personal Information
- Date of Birth: 10/21/89
- Religion: Roman Catholic
Languages
- English
- Hindi
- Marathi
- Konkani
Trainingprograms
Managing Customer Escalations and Good Customer Service by Dale Carnegie
Additional Qualifications
- MS-CIT Course, Onus Computer Classes, Mumbai, MS-Word, MS-Excel, MS-PowerPoint, Internet
- Diploma in Accounting Software (Tally 9), Ganesh Computer Classes, Mumbai
Accomplishments
- Promoted as Team Leader for Affluent Desk on December 2022
- Awarded the Opus Award (Bali) for Best performance in Quality Service - Citiphone West for the year 2016
Timeline
Manager – (Axis Bank)
Citi Bank
12.2022 - 11.2024
Assistant Manager
Citi Bank
12.2019 - 11.2022
Senior Executive
Citi Bank
05.2015 - 12.2019
Accounts Executive Officer
Balmer Lawrie & Co. Ltd
03.2011 - 04.2015
Bachelor of Commerce Degree (B.Com) -
St. Andrew’s College of Arts, Science & Commerce
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