Jonathan Dsouza Email & Phone Number

United Arab Emirates

Dubai, United Arab Emirates

Responsible for operating, providing and implementing various operations / logistical and administration functions of the company in support of the services provided to the company's clients. Key Responsibilities Include:- • Plan, direct and coordinate organization’s operations • Improve performance, productivity, and profitability of the department• Implement effective methods and strategies • Staff management • General administration • Training and development • Developing processes, procedure and systems to increase effectiveness of operations and utilization of the resources.UAE Law and Legal requirements:- • Manage the process in relation to new company setups, license renewals, compliance and regulatory body approvals, including but not limited to new company setups, conversions, sponsored and no sponsored clients in all emirates. • Prepare all necessary documentation for the PRO and administration department and monitor to ensure tasks are completed within required time frames. • Advise on company formation regulations, procedures and updates on government regulations and initiatives related to compliance and licensing. • Liaise with clients directly for new setups and renewals Client service delivery: - • Develop and maintain effective relationships with PRO’s and outsourced service providers to ensure that operations are effective, and the business is up to date with relevant industry developments. • Adopt a customer service approach, ensuring all staff understand what to expect from the process and receive regular updates. • Evaluate processes and information on a regular basis, taking responsibility for making improvements. • Develop effective relationships with external suppliers, embassies and consulates to ensure full understanding of services and effective delivery. This includes licensing authorities, regulatory bodies and government departments.

United Arab Emirates

New Business Development• Meet potential clients by growing, maintaining, and leveraging network.• Research and build relationships with new clients.• Plan approaches and pitches. • Work with team to develop proposals that speaks to the client’s needs, concerns, and objectives.• Participate in pricing the solution/service.Client Retention• Present new products and services and enhance existing relationships.• Work with staff and other internal colleagues to meet customer needs.• Arrange and participate in internal and external client debriefs.Business Development Planning• Attend industry functions, such as association events and conferences, and provide feedback and information on market and creative trends.• Present to and consult with mid and senior level management on business trends with a view to developing new services, products, and distribution channels.• Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.• Using knowledge of the market and competitors, identify and develop the company’s unique selling propositions and differentiation.Management and Research• Submit weekly progress reports.• Forecast sales targets and ensure they are met by the team.• Track and record activity on accounts and help to close deals to meet these targets.• Research and develop a thorough understanding of the company’s people and capabilities.

United Arab Emirates

• Contacting potential clients via email or phone to establish rapport and set up meetings• Maintaining fruitful relationships with existing customers• Researching organizations and individuals online (especially by social media) to identify new prospects• Planning and overseeing new marketing initiatives• Contacting clients to inform them about new developments with the company’s products• Developing quotes and preparing comprehensive presentation of proposals• Negotiating terms and pricing by phone, email, and in person• Developing sales goals and strategies to achieve them

United Arab Emirates

Taken a career break from February 2015 to October 2015 to pursue new goals.

Australia / India

VHA Credit Team (Credit Referral / Underwriter) - BCAM• Single point of contact for all Management related activities for TMBS and the client (VHA and Crazy Johns)• Manage day to day operations of department and ensure all service levels for all areas are met.• Provide incremental reports on open/ongoing issues to client (VHA / CJ) and TMBS management. • Create and present reviews on performance / issues / resolutions and future road map tasks. • Ensure all areas are performing at the highest level by maintaining, enforcing, implementing numerous quality based initiatives.• Ensuring a contribution to the business bottom line of an average of $2 million AUD per month. • Continually review and revise the operations strategies and policies, for better ways to support business goals.• Acting liaison between all parties during high severity events to coordinate and facilitate effective troubleshooting efforts• Work closely and reliably with all levels of management to reach desired outcomes• Focus on internal and external customer satisfaction levels. Internal Audits• Managing a team of analysts, supervisors and assistant manager.• Ensuring policy adherence and overall credit budget management of $3 million AUD (approximate). • Valuate and provides reasonable assurance that risk management, control, and governance systems are functioning as intended.• Reviewing compliance, ensuring the organisation is adhering to rules, codes or practice, business ethics, internal guidelines and principles.• Planning individual audits, defining audit objectives and preparing audit plans.• Monitoring and maintaining a safe and secure business environment, updating executive managers on risks identified, providing assurance that all key risks are being managed effectively.• Provides support to the company's anti-fraud programs.

Australia / India

• Single point of contact for all Management related activities for Tech Mahindra and the client (Vodafone Hutchison Australia and Crazy Johns)• Manage day to day operations of department, data entry, escalations and quality team.• Ensure all service levels for all areas are met.• Understanding of customer business and identification of business opportunities• Provide incremental reports on open/ongoing issues to client (VHA / CJ) and Tech Mahindra management. • Ensure schedule is accurate and up to date according to lead counts to achieve maximum contact and sales percentages.• Create and present reviews on performance / issues / resolutions and future road map tasks. • Ensure all areas are performing at the highest level by maintaining, enforcing, implementing numerous quality based initiatives.• Ensuring a contribution to the business bottom line of an average of $2 million AUD per month. • Continually review and revise the operations strategies and policies, for better ways to support business goals.• Generating new ideas / Innovation supportive of business goals (referral rates and risk management)• Acting liaison between all parties during high severity events to coordinate and facilitate effective troubleshooting efforts• Work closely and reliably with all levels of management to reach desired outcomes• Focus on internal and external customer satisfaction levels.

Mumbai Area, India

• Managing a team of analysts, supervisors and assistant manager.• Ensuring policy adherence and overall credit budget management of $3 million AUD (approximate).• Valuate and provides reasonable assurance that risk management, control, and governance systems are functioning as intended.• Reviewing compliance, ensuring the organisation is adhering to rules, codes or practice, business ethics, internal guidelines and principles.• Planning individual audits, defining audit objectives and preparing audit plans.• Engages in continuous feedback and process development with Change Management.• Challenging current working practices and finding ways to improve internal risk controls.• Sharing with the auditees the results of the audit and agreeing appropriate corrective actions to remedy any non-conformances and the date by which the actions should be carried out.• Monitoring and maintaining a safe and secure business environment, updating executive managers on risks identified, providing assurance that all key risks are being managed effectively.• Provides support to the company's anti-fraud programs.

• Apply a structured methodology and lead change management activities• Identifying change opportunities and strategies • Identify, analyse, prepare risk mitigation tactics• Consult and coach project teams / Support training efforts • Coordinate efforts with other specialists• Evaluate and ensure user readiness• Track and report issues• Carrying out effective partner and customer communication strategies throughout the entire project.• Providing updates and progress reports to senior managers• Define and measure success metrics and monitor change progress

Mumbai

• Providing leadership, management and guidance to all call center staff.• Answering escalation calls from customers.• Conducting staff performance reviews.• Responding to customer email or telephone inquiries.• Ensuring high quality and accuracy of work from call center staff.• Putting together daily performance reports for senior managers.• Liaising with the call center management team to monitor the effectiveness of service policies and practices.• Troubleshooting any operational problems.• Being visible at all times to all call center staff.• Training and monitoring new entrants in the team.

Mumbai

• Responsible for handling customer queries and issues.• Ensuring that each interaction meets & exceeds the set targets of customer satisfaction and quality assurance.• Meeting all the efficiency parameters and reducing efficiency leakages (if any).• Recording and analysing team performance data.• Supporting the supervisors with administration task.

Mumbai Area, India

• Developed and implemented plans for strategic accounts that exceeded expectations in revenue retention/growth, account profitability, and customer satisfaction.• Skilled in coldcalling, consultative selling, negotiating contracts, forming alliances and partnering with others.• Built pricing opportunities to encourage repeat sales.• Monitored new account success by contacting customers at scheduled intervals.• Ensured after sales service and customer program satisfaction.• Provided management with suggestions for improving volume, market share and price levels

Nehru Science Centre

• Delivered training programmes to clients either in e-learning, group classroom setting or on one-to-one basis. • Conducted different courses to meets learners requirements. • Handled the tasks of designing manuals, exercises and handouts. • Maintained software and hardware tools that is used for training purpose. • Liaised with clients, employers, and vendors for the upkeep and functionality of the training center

Bachelors In Commerce - Tybcom, Business/Commerce, General

Higher Secondary School Certificate (Hsc), Commerce

Secondary School Certificate Examination (Ssc)

Activities and Societies: Sports, Debate Team, Theraticals.