Ruffina D'Souza
Customer Service Manager
Mumbai
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Manager, Customer Service
Square Panda
Mumbai
03.2022 - 08.2023
- Supervising day-to-day operations in the customer service department.
- Responding to customer service issues in a timely manner.
- Creating effective customer service procedures, policies, and standards.
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
- Implementing an effective customer loyalty program.
- Maintaining accurate records and documenting all customer service activities and discussions.
- Assessing service statistics and preparing detailed reports on your findings.
- Hiring and training new customer service agents.
- Managing the approved budget of the customer service department.
- Staying informed on the latest industry techniques and methods.
Head of Customer Service
The Pant Project
Mumbai
04.2021 - 03.2022
- Creating strategies with senior management.
- Developing policies that will correlate with strategies.
- Implementing effective processes and standards.
- Managing customer service and ensuring customer retention.
- Overseeing compliance with regulations.
- Reporting on progress.
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Authorizing replacements or refunds.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Managing the customer support department’s day-to-day functions.
- Responding to escalated customer support issues.
- Implementing customer support processes to enhance customer satisfaction.
- Formulating and revising customer support policies and promote their implementation.
- Informing the team of all new information related to products, procedures, and trends.
- Assessing support statistics and preparing detailed reports on the findings.
- Interviewing and hiring new employees.
- Overseeing and evaluating the team's ongoing training efforts.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Managing the budget of the customer support department.
Sr. Customer Service Executive
Disney+ Hotstar
Mumbai
12.2018 - 03.2021
- Receiving or making a high volume of calls from or to customers.
- Striving to achieve first call resolution and maintain the quality of service provided by the call center.
- Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
- Responding efficiently to customers and creating a positive experience.
- Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
- Joining a team of Call Center Customer Service Representatives and building a positive relationship of teamwork, trust, and excellence.
- Understanding and using the required software, reports, tools, and metrics.
- Transferring and escalating the calls to the appropriate department if needed, such as sales.
- Participating in training and striving to increase and improve existing skills.
- Adhering to all company policies and procedures.
Customer Service Quality Coach
EEG Services
Mumbai
04.2011 - 12.2018
- Receiving or making a high volume of calls from or to customers.
- Striving to achieve first call resolution and maintain the quality of service provided by the call center.
- Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
- Responding efficiently to customers and creating a positive experience.
- Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
- Joining a team of Call Center Customer Service Representatives and building a positive relationship of teamwork, trust, and excellence.
- Understanding and using the required software, reports, tools, and metrics.
- Transferring and escalating the calls to the appropriate department if needed, such as sales.
- Participating in training and striving to increase and improve existing skills.
- Adhering to all company policies and procedures.
Education
Bachelor of Management Studies - Marketing And Finance
St. Gonsalo Garcia College
Mumbai 06.2008 - 03.2011
Higher Secondary School - Arts
Thomas Baptista Junior College
Mumbai 04.2006 - 06.2008
Secondary School Certificate -
St. Teresa's Convent High School
Mumbai 03.2005 - 06.2006
Skills
Microsoft Outlook, Word and Excel
Customer Relations
MS Office expert
Adherence to high customer service standards
Staff Management
Administrative support
Team Building
Staff education and training
Training and mentoring
Order fulfillment
Additional Information
- SquarePanda - Manager, Customer Service (March2022 – Till date)
- The Pant Project - Head of Customer Service (April 2021 – March 2022)
- Disney+ Hotstar - Sr. Customer Service Executive (December 2018 – March 2021)
- Tata Consultancy Services - Sr. Customer Service Executive(April 2016 -December 2018)
- EEG Services Now Replanet - CSE (Appointment Setter) (April 2011- November 2014)
Timeline
Manager, Customer Service
Square Panda
03.2022 - 08.2023
Head of Customer Service
The Pant Project
04.2021 - 03.2022
Sr. Customer Service Executive
Disney+ Hotstar
12.2018 - 03.2021
Customer Service Quality Coach
EEG Services
04.2011 - 12.2018
Bachelor of Management Studies - Marketing And Finance
St. Gonsalo Garcia College
06.2008 - 03.2011
Higher Secondary School - Arts
Thomas Baptista Junior College
04.2006 - 06.2008
Secondary School Certificate -
St. Teresa's Convent High School
03.2005 - 06.2006