Gladson Greynold Dsouza Email & Phone Number

Manchester, Gb

Manchester, England, United Kingdom

India

- Led and managed a team of L1 and L2 support operations staff,Technical support engineers, including service now analyst,training, technical writing, quality assurance, project coordination, and data and analytics staff.- Coached and motivated team members to deliver high-quality support services.- Evaluated workloads, set performance targets, conducted evaluations and fostered a positive and collaborative team environment. - Collaborated with support managers to define customer… Show more - Led and managed a team of L1 and L2 support operations staff,Technical support engineers, including service now analyst,training, technical writing, quality assurance, project coordination, and data and analytics staff.- Coached and motivated team members to deliver high-quality support services.- Evaluated workloads, set performance targets, conducted evaluations and fostered a positive and collaborative team environment. - Collaborated with support managers to define customer service workflows that enhanced service delivery.- Continuously reviewed and improved processes and procedures to identify and address obstacles, streamline support operations, and increase efficiency.- Worked closely with other departments to understand product changes and provide input on changes related to the customer service department.- Assisted in the rollout of new services and service updates by ensuring the support team had the necessary tools, resources, and knowledge required to provide exceptional support.- Used data to identify areas for automation or improvement and implemented strategies to enhance efficiency and customer satisfaction.- Developed and refined operational metrics to measure customer satisfaction, trends, employee productivity, and staffing levels.- Tracked, analyzed, and reported on key performance metrics, including response times and customer satisfaction scores.- Managed the support department's Service Now and Jira board. Show less

Mangaluru, Karnataka, India

- Developed, trained, and supervised a team of 20 employees to achieve technical goals, sales (new acquisition), production, and quality goals.- Drove daily sales activity and revenue through innovative leadership, sustaining a high level of motivation and engagement.- Collaborated with all levels of leadership to ensure smooth team operations.- Understood all aspects of data reporting and tracking, providing valuable insights for decision-making.- Maintained a consistent… Show more - Developed, trained, and supervised a team of 20 employees to achieve technical goals, sales (new acquisition), production, and quality goals.- Drove daily sales activity and revenue through innovative leadership, sustaining a high level of motivation and engagement.- Collaborated with all levels of leadership to ensure smooth team operations.- Understood all aspects of data reporting and tracking, providing valuable insights for decision-making.- Maintained a consistent presence in the team area, offering guidance and support to team members.- Supported agents with escalated chats and resolved issues efficiently.- Assisted in creating and maintaining an environment that promoted recognition and reward for excellent performance.- Managed the daily activities of consultants, including payroll and schedules.- Managed day-to-day billing operations, resolving customer billing queries and issues promptly and accurately.- Developed, maintained, and updated billing and abuse prevention Standard Operating Procedures (SOPs) to ensure consistent billing practices.- Created strategies to enhance team performance and productivity, leading to improved customer retention and satisfaction.- Managed team performance through regular 1-1 performance check-ins and quarterly performance goals (OKRs), identifying individual development plans.- Reported on billing metrics and trends to senior leadership, providing recommendations for improvement.- Reconciled custom discounts and tested monthly invoices for accuracy with the engineering team.- Suggested timely improvements to billing products and processes, aiming to reduce workload and improve customer experience.- Monitored monthly unpaid recovery and implemented initiatives to reduce the unpaid amount.- Worked with senior leadership to develop and implement training programs for new hires and ongoing professional development for the Team. Show less

Karnataka, India

Technical Skills:Demonstrated working knowledge of WordPress, plugins, HTML, and CSS.Experience in maintaining email and FTP services.Proficiency in supporting websites and apps using web frameworks.Familiarity with public websites and internet-related technologies.Experience in working with enterprise customers.Strong understanding of IT frameworks and skills, providing effective client support and issue resolution.Responsibilities:Exhibit a keen sense of… Show more Technical Skills:Demonstrated working knowledge of WordPress, plugins, HTML, and CSS.Experience in maintaining email and FTP services.Proficiency in supporting websites and apps using web frameworks.Familiarity with public websites and internet-related technologies.Experience in working with enterprise customers.Strong understanding of IT frameworks and skills, providing effective client support and issue resolution.Responsibilities:Exhibit a keen sense of style and expertise in contemporary UI design with HTML/CSS.Demonstrate prototyping tools by creating demo websites for client presentations.Maintain effective communication channels, including FTP and email.Provide support for websites and apps using web frameworks, HTML, and CSS.Monitor and manage shared web spaces for optimal performance.Utilize WordPress and its add-ons to provide basic support and troubleshooting for clients. Show less