Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
LANGUAGES
Timeline
Generic

STEVEN DSOUZA

Malad West

Summary

Retention specialist with proven track record in customer retention and loyalty programs. Skilled in data analysis, customer engagement strategies, and team leadership. Adept at driving results through collaborative efforts and adapting to changing business needs. Known for effective problem-solving, strategic planning, and strong communication skills.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Operations & Retention Manager

OneVerse Gaming- Spartan Poker
09.2020 - Current
  • Customer Retention Manager:
  • Managing cross-channel support teams (Calls, Chats & Emails)
  • Managing player escalation for losses, threats, and legal actions.
  • Developed and executed strategies to minimize churn and enhance loyalty.
  • Analyzed customer data and feedback to identify trends.
  • Specializes in customer retention to reduce churn and boost loyalty.
  • Team Leadership and Cross-Functional Collaboration:
  • Managed three team leaders for customer retention efforts.
  • Conducted regular meetings, set targets, and implemented training.
  • Collaborated with product development, marketing, and sales teams.
  • Data Analysis, Reporting, and Problem Resolution:
  • Utilized analytics to identify at-risk customers.
  • Generated reports on metrics and presented to senior management.
  • Implemented systems for collecting and analyzing customer feedback.
  • Addressed escalated customer issues and implemented proactive measures.
  • Budget Management/Technical & Software Support:
  • Managed budgets for cost-effective retention initiatives.
  • Specializes in managing technical support teams.
  • Coordinates with product development for software-related issues.
  • Product Support Manager/Finance, Media Channels Customer Support/Quality Assurance/Customer Experience:
  • Manages a team for specific products and support operations.
  • Develops in-depth product knowledge for effective assistance.
  • Specializes in ensuring quality interactions and overall customer experience.
  • HR Related Responsibilities:
  • Conducted in-depth interviews and developed structured processes.
  • Screened resumes to identify qualified candidates.
  • Collaborated with hiring managers and provided detailed feedback.
  • Trained team members on effective interviewing techniques.

Trainer

Radius Global Solutions
10.2018 - 01.2020
  • Credit Card History & Collection Process/Negotiation and Objection Handling:
  • Facilitated knowledge transfer on credit card history and collection processes.
  • Provided tips on negotiation and objection handling.
  • Ensured understanding of industry best practices.
  • Future Payment Safeguards/New Card Options and Incentive Programs:
  • Offered strategic options for future payment safeguards.
  • Implemented proactive measures for financial stability.
  • Promoted and processed new card options as incentive programs
  • Contributions to Cardholder Options:
  • Played a key role in developing and executing initiatives for expanding cardholder options.
  • Customer Query Resolution/Bankruptcy Case Management:
  • Promptly and effectively resolved customer queries related to credit card purchases.
  • Maintained a customer-centric approach to enhance overall satisfaction and loyalty.
  • Managed attorney-handled bankruptcy cases, ensuring legal compliance and effective resolution.

Supervisor in Risk Management (Insurance & Employee benefit)

Syntel Private Ltd
08.2015 - 04.2018
  • Global Insurance Operations Leadership:
  • Led a dynamic team overseeing Insurance Operations for various policies globally.
  • Diverse Policy Renewals/Negotiation and Renewal Initiatives:
  • Spearheaded renewals for diverse policies, negotiating terms, conditions, and rates.
  • Ensured cost-effective solutions while maintaining comprehensive coverage.
  • Collaboration with HR and Finance/Global Partnerships/Process Automation:
  • Partnered with HR for employee benefit plans and collaborated with Finance for financial reconciliation.
  • Managing cross-channel support teams.
  • Cultivated global partnerships, fostering a customer-centric approach.
  • Pioneered process automation for enhanced efficiency in risk management.
  • Employee Insurance Awareness:
  • Conducted informative insurance awareness sessions for employees globally.

Senior Voice Coach

Inventurus Knowledge Solutions (IKS CARE)
01.2015 - 08.2015
  • Physician Training/Cultural Competency/Summarization Skills:
  • Trained Indian physicians in managing documentation for US physicians.
  • Provided comprehensive guidance on electronic health record systems.
  • Conducted training sessions on American accent, focusing on cross-cultural understanding.
  • Developed expertise in teaching American cultural nuances in healthcare practices.
  • Facilitated cultural awareness for effective cross-border healthcare communication.
  • Trained physicians in summarizing physician-patient interactions with clarity and precision.
  • Quality Assurance/Recruitment and Testing:
  • Ensured error-free processing of electronic health records.
  • Prepared and sent quality reports to business units, communicating findings and metrics.
  • Led new hire testing and recruitment processes, assessing skills for a qualified team.

Senior Team Associate (Breach Support Operations)

Bank of America (BA Continuum India Private Ltd)
12.2008 - 08.2014
  • Data Processing Management/Project Management/Risk Management:
  • Managed daily data processing for operational efficiency.
  • Oversaw the maintenance and delivery of daily and monthly reports.
  • Provided supervision to ensure error-free processing and compliance.
  • Led project management initiatives, including On-the-Job Training (OJT) for new associates.
  • Implemented risk management strategies, ensuring adherence to policies and procedures.

Trainer (Card Activation Process)

JP Morgan Chase
04.2007 - 11.2008
  • Credit Card Operations:
  • Conducted knowledge transfer sessions on credit card history and activation processes.
  • Instructed team members on credit card security measures, emphasizing customer information safeguarding.
  • Implemented strategies for upselling insurance and fraud detection tools.
  • Contributed to proactive customer protection and risk management measures.
  • Promoted and facilitated competitive balance transfers and educated customers on rates and payment structures.
  • Ensured high customer satisfaction through effective query resolution related to credit card purchases.
  • Non-Operations/Onboarding Coordination:
  • Coordinated with HR for new hire onboarding, ensuring a smooth transition.
  • Prepared and updated MIS for trainees, maintaining accurate training records.
  • Tracked syllabus completion and daily progress, ensuring alignment with organizational objectives.
  • Checked and prepared reports for daily submission to managers.
  • Participated in client meetings to discuss training processes.
  • Monitored 30/60/90-day performance data of new hires post-training for continuous improvement.

Customer Service Executive

The Lensman Studio
05.2003 - 03.2006
  • Customer Service/Photograph Processing:
  • Conducted professional customer interactions, addressing queries via phone calls.
  • Ensured a positive customer experience through clear communication and efficient problem resolution.
  • Managed passport size photograph processing, ensuring accuracy and timely delivery.
  • Demonstrated attention to detail in maintaining photograph processing quality.
  • Resolved customer queries regarding photograph dispatch with effective problem-solving skills.
  • Maintained organized files, systematically updating records for efficient business operations.
  • Handled cash transactions securely and managed bookkeeping tasks, contributing to financial integrity.

Education

Postgraduate Program - Data Science and Analytics

Imarticus Learning

MBA - undefined

ICFAI - Sikkim Manipal University
01.2014

T.Y.B.Com - undefined

Mumbai University (Santacruz)
01.2003

Skills

  • Support resolution skills
  • Management information systems
  • Expertise in Microsoft Office applications
  • Data organization
  • Risk management analysis
  • Operational oversight in service delivery
  • Project coordination
  • Quality control

Websites

Accomplishments

  • JP Morgan Chase
  • - Awarded Balance Transfer King Award. (the highest level of appreciation within the bank on performance.)
  • - Best C-Sat award for High Customer Satisfaction Survey scores.
  • - certification for Golden Rules Of Facilitation by Cheryl Dahl-Kearney
  • Quadrific Media Pvt Ltd
  • Team leader of Q1 2022 & Best Team CSAT Q1 2023

Certification

  • CPM - Certified Professional Manager
  • CM - Certified Manager Certification
  • SHRM-SCP - SHRM Senior Certified Professional
  • SHRM - Society for Human Resource Management certification

LANGUAGES

English
Hindi
Marathi
Konkani

Timeline

Operations & Retention Manager

OneVerse Gaming- Spartan Poker
09.2020 - Current

Trainer

Radius Global Solutions
10.2018 - 01.2020

Supervisor in Risk Management (Insurance & Employee benefit)

Syntel Private Ltd
08.2015 - 04.2018

Senior Voice Coach

Inventurus Knowledge Solutions (IKS CARE)
01.2015 - 08.2015

Senior Team Associate (Breach Support Operations)

Bank of America (BA Continuum India Private Ltd)
12.2008 - 08.2014

Trainer (Card Activation Process)

JP Morgan Chase
04.2007 - 11.2008

Customer Service Executive

The Lensman Studio
05.2003 - 03.2006

MBA - undefined

ICFAI - Sikkim Manipal University

T.Y.B.Com - undefined

Mumbai University (Santacruz)

Postgraduate Program - Data Science and Analytics

Imarticus Learning

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STEVEN DSOUZA