Summary
Overview
Work History
Education
Skills
Timeline
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Raynold Tijo Dsouza

Summary

Efficient and goal-oriented team manager operations with 12+ years' experience in technical, which includes front end & back-end customer services. With over 6+ years' experience in people management inclusive of 6 years of Contact Center experience. Always aim in creating an environment for the teams to work at their full potential in being creative, responsible and at aligned - vision. Self-starting Operations Team lead offering high-level experience in supervision of work-over and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.

Overview

17
17
years of professional experience

Work History

Operations Teamlead

FOUNDEVER
01.2021 - 05.2024
  • Managing a team of 15 working together with them to achieve enhanced customer experience by helping them assisting complex queries, escalations and complaints via call
  • Oversee and Manage inbound Service Levels by working on call patterns, headcount movements and skills enhancements via cross training and working with work force teams
  • Important metrics that have been driven, AHT, Call Quality, first time Resolution, Repeat Contact Reduction, Service Level, Average speed of Answer, contact rate, abandoned call review and Complaint Queue avoidance rate
  • Manage attrition and shrinkage for the project
  • Have been a part of the projects QMS with the clients
  • Weekly,Monthly and quarterly preparation of Business Deck, Governance Reports, Headcount report, Cross Training Decks and FTE reconciliation
  • Effectively planning and executing coaching plans and tailor-made skill developments sessions for team members to help them improve their daily deliverable, improve call quality and work towards self-development
  • Handling weekly business review with the stakeholders on performance, migrations planned
  • Conducting interviews with internal and external candidates
  • Being pro-active by doing deep dive which helped the improve the business efficiency and specialist experience
  • Have initiated multiple projects to improve the customer experience, call quality and development projects for the specialists and team managers
  • Regular review of risks and controls, creating a healthy environment for the business and teams to run smooth and risk free
  • FTE saves by cross collaborating with different department with deficit FTEs
  • Strong experience with Customer Service Delivery, which majorly revolves with Customer Satisfaction

Technical Manager for Technical Support

EPOS GURU PVT LTD
10.2014 - 10.2020
  • Handling Technical team of 14 System Administrator's
  • Coordinated with other departments effectively, integrating technical requirements into broader organizational goals seamlessly.
  • Coach and help develop team members and help keep the team focused and on track
  • Facilitated seamless transactions by installing, configuring, and customizing POS software for clients.
  • Strengthened client relationships by offering training sessions on the usage and features of their POS systems.
  • Managed multiple simultaneous service requests with excellent organizational skills and attention to detail, ensuring prompt completion without sacrificing quality.
  • Provide guidance to the team based on management direction
  • Managed implementation of new technological improvements resulting in increased efficiency.
  • Reduced downtime by promptly resolving connectivity and network-related issues in POS systems.
  • Enhanced customer satisfaction by providing timely and accurate technical support for POS systems.
  • Elevated operational efficiency with rigorous testing procedures to ensure the reliability of newly installed POS systems.
  • Streamlined POS operations through regular maintenance and upgrades of hardware components.
  • Expedited issue resolution by maintaining a comprehensive knowledge of POS system specifications and requirements, enabling the quick identification of potential problems or solutions.
  • Implemented data backup protocols to safeguard essential transaction information from potential losses due to system crashes or failures.

Sr. Executive

24/7 CUSTOMER SERVICE
04.2012 - 07.2013
  • Answering inbound calls and assisting customer with Billing, technical issue and sales

Sr. Technical support

MAHINDRA SATYAM
04.2007 - 03.2011
  • Answering inbound calls and assisting customer with technical issue

Education

Bachelor - Information Technology

Alagappa University

10 + 2 -

Andhra Pradesh open school society

10th -

Board of Secondary education

Skills

  • Strong Interpersonal & Communication
  • Operational excellence
  • Leadership and people management
  • Meticulous Attention to Details
  • Excellent Organizational Skills
  • Ability to work under pressure
  • Strong 360 degree view on RCA Process Improvement
  • CDAX-ticketing system used for documenting and escalating issues (Incident Management)
  • Problem Management
  • Ability to effectively delegate responsibility and supervise work activities of the team
  • Excellent verbal, written and presentation skill
  • Ability to perform and work as a team
  • Ability to recommend and implement solutions
  • Hardware installation and troubleshooting
  • Basic knowledge on DHCP configuration,Wireless networking and Network troubleshooting

Timeline

Operations Teamlead

FOUNDEVER
01.2021 - 05.2024

Technical Manager for Technical Support

EPOS GURU PVT LTD
10.2014 - 10.2020

Sr. Executive

24/7 CUSTOMER SERVICE
04.2012 - 07.2013

Sr. Technical support

MAHINDRA SATYAM
04.2007 - 03.2011

10 + 2 -

Andhra Pradesh open school society

10th -

Board of Secondary education

Bachelor - Information Technology

Alagappa University
Raynold Tijo Dsouza