Tricia Dsouza
Bangalore
Summary
Extensive experience in BFSI and HR Tech sectors, totalling 19 years. Accomplished Customer Service Leader with a history of managing Shared Services and Enterprise Client Services teams. Demonstrated ability to drive customer engagement and streamline service delivery. Committed to achieving high performance and team success..
Overview
23
23
years of professional experience
1
1
Certification
Work History
Manager Client Success Enterprise - India
Indeed India Operations Pvt Ltd
Bangalore
02.2021 - 04.2023
- Managed a team of 10 Client Success professionals with an average experience of 7-10 years, leading them to 8 quarters of retention Above 100% to Goal
- Won the internal ACE award achieving 108% retention to goal, highest in the APAC Region for 2 consecutive years.
- Collaborated with cross-functional teams for smooth running of customer service operations leading to 2x growth in number of enterprise accounts from 85 to 190.
- Delivered services to customer locations (US, EMEA & APAC) within specific timeframes.
- POC in global group projects, to implement new ideas and process excellence for Rewards & Recognition Program
- Lead the product feature adoption project, bringing India at the top with the highest product adoption rate(85%) Globally
- Demonstrating ability to work collaboratively and effectively with Sales Directors and Market Leaders to increase wallet share 50% of clients 2+ products.
- Partnered in Account Strategy and Planning to drive Business Goals and meet Client Goals
- Self-motivated, with a strong sense of social responsibility been active member to set up and lead Inclusions Resource Groups Site Lead for Bangalore Chapter Parents & Caregivers Community.
- Partnered with other IRG Leaders (Women@Indeed and I pride) to organize events and encourage employee participation.
- Used critical thinking to break down problems, evaluate solutions and make decisions through collaborative approach
- Nominated as Interview Panelist for First time Managers, Peer to Peer Interviews and Diversity Hiring for Client Success and Sales National Account Managers
Manager Client Success SMB IN
Indeed India Operations Pvt Ltd
Bangalore
02.2017 - 02.2021
- Executed seamless migration of email support services from Dublin to India.
- Established Shared Support Channels for India SMB, including Mainline, Email, and Chat.
- Built a dedicated team of 14 customer service representatives to enhance support quality.
- Utilized time management techniques to achieve KPIs: SLAs over 85%, CSAT above 3.8, and productivity metrics exceeding 60 interactions.
- Optimized resources by cross-training team members to drive product adoption and engagement.
- Increased client connects from 2,000 to 10,000 through targeted outreach initiatives.
- Initiated client-focused projects to enhance service delivery, including CSAT RCA and proactive engagement with unverified accounts.
- Facilitated transition of voice call application to InContact, collaborating with tech support to resolve audio clarity and lag issues.
Learning Head - Associate Vice President
Scope International Pvt Ltd
Bengaluru
10.2011 - 08.2013
- Oversaw training functions for India, UAE, and Ghana inbound and outbound teams of over 1,200 contact center representatives across Bangalore and Chennai.
- Led training teams across sales outbound, service inbound, support operations, quality assurance, retention, VRM, and inbound sales.
- Managed Day 1 Readiness Program, certifying 80 to 120 new joiners monthly.
- Launched Nesting Unit to enhance productivity through a three-week OJT effective coaching calendar.
- Introduced Frontline Manager Development Program to elevate managerial capabilities.
- Initiated e-learning project to transition training duration from 45 to 22 days while promoting self-based and interactive learning.
- Monitored trainer productivity and assessed headcount based on training man hours.
- Improved training delivery quality through observations and learner feedback surveys.
Senior Manager Training & Quality
Scope International Pvt Ltd
05.2010 - 10.2011
- Implement the Quality checklist and Quality Audits. Interfacing with Business Operations Head to share the findings and update the quality scores.
- Overseeing the quality assurance for the Inbound units and other support functions with a team of 32 quality assurance Coaches
- Mentoring 35 People including 3 Team Managers as directs
- Partner with Operational Risks Managers to conduct periodic audits as per Key Control Standards.
- Review and Submit the Monthly Key Risk Indicators Report and Key Control Standards exceptions reports
- Effectively working with Business Leaders to implement the action plans agreed to close the gaps identified
- One point Contact for all audits and providing necessary documents to Internal and External Auditors. Provide regular updates on the Report of findings to the auditors & Internal Operational Risk Managers.
- Noteworthy Attainments - Cleared 4 Audits in one year
- Holds the credit of establishing the Quality Team from scratch, which delivered immensely towards process adherence and improvements
- Partnered with L&D to roll out Coach the Coach workshop
- Bottom Quartile Management - Coaches focussed on 1:1 coaching bottom 20%
- Rated '1' Exceeded Expectations 2 consecutive years
- Tagged as High Potential Resource under the Talent Classification.
Manager Quality Assurance
Standard Chartered Bank
01.2007 - 12.2007
Assistant Manager Operations
Standard Chartered Bank
01.2006 - 12.2006
Trainer
Standard Chartered Bank
01.2005 - 12.2005
Team Leader
Standard Chartered Bank
01.2003 - 12.2003
Corporate & Institutional Banking
Standard Chartered Bank
01.2002 - 12.2002
Support Operations Officer
Standard Chartered Bank
01.2002 - 12.2002
Customer Care Officer
Standard Chartered Bank
09.2000 - 12.2000
Education
B.Com -
St Aloysius College
Mangalore08.2013
Skills
- Client success management
- People management
- Stakeholder collaboration
- Strategic & Business planning
- Revenue retention
- Coaching and mentoring
- Project management
Websites
Certification
- ACC ICF Certified
- Inclusive Manager Series
- Dale Carnegie - Unconscious Performance Management Techniques
- Managing Teams Effectively
- Great Manager's Programme
- Operational Risk Management Framework
- Front Line Managers Development Programme
- Soft Skills - SCB Signature Way of Conversations
- COPC - Standards for Contact Center Operations
Languages
- English, Hindi & Kannada
Timeline
Manager Client Success Enterprise - India
Indeed India Operations Pvt Ltd
02.2021 - 04.2023
Manager Client Success SMB IN
Indeed India Operations Pvt Ltd
02.2017 - 02.2021
Learning Head - Associate Vice President
Scope International Pvt Ltd
10.2011 - 08.2013
Senior Manager Training & Quality
Scope International Pvt Ltd
05.2010 - 10.2011
Manager Quality Assurance
Standard Chartered Bank
01.2007 - 12.2007
Assistant Manager Operations
Standard Chartered Bank
01.2006 - 12.2006
Trainer
Standard Chartered Bank
01.2005 - 12.2005
Team Leader
Standard Chartered Bank
01.2003 - 12.2003
Corporate & Institutional Banking
Standard Chartered Bank
01.2002 - 12.2002
Support Operations Officer
Standard Chartered Bank
01.2002 - 12.2002
Customer Care Officer
Standard Chartered Bank
09.2000 - 12.2000
B.Com -
St Aloysius College
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