Melissa Dsouza Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Dubai, United Arab Emirates

Mumbai, Maharashtra, India

Key Result Areas:-Measure and enhance overall customer satisfaction scores.-Monitor and analyze feedback to identify areas for improvement.-Develop and implement strategies to increase customer retention and loyalty.-Create and optimize the customer journey map, ensuring a seamless and consistent experience.-Identify pain points and opportunities for improvement in the customer journey.-Establish and maintain quality assurance processes for customer interactions.-Monitor and evaluate the quality of customer service provided by the team.-Lead, mentor, and manage the customer experience team.-Set performance goals and ensure team members meet or exceed targets.-Streamline processes to improve operational efficiency and reduce response times.-Collaborate with other departments to ensure a consistent and unified customer experience.-Share insights and feedback across the organization to drive customer-centric decisions.-Implement and integrate customer service technologies to improve the customer experience.-Establish and maintain customer feedback mechanisms and surveys.-Implement processes to address and resolve compliance issues.-Develop and execute customer-centric strategies that align with the company's overall objectives.-Continuously evaluate and adjust strategies based on performance and feedback.-Establish and monitor key performance indicators (KPIs) for customer experience.-Generate and share regular reports on customer satisfaction, loyalty, and team performance.

Mumbai, Maharashtra, India

Key Result Areas:-Build and maintain strong, long-term relationships with key clients.-Understand the unique needs and preferences of each client.-Monitor and enhance client satisfaction by addressing their needs and concerns.-Ensure that the client's expectations are consistently met or exceeded.-Implement strategies to retain existing clients and reduce churn.-Proactively address client issues and concerns to prevent attrition.-Develop account plans and strategies for each client.-Set clear objectives and action plans for achieving client goals.-Establish and monitor key performance indicators (KPIs) for client accounts.-Track and report on the performance of accounts, including client satisfaction and revenue growth.

Mumbai, Maharashtra, India

Key Result Areas:-Develop and execute a comprehensive customer experience strategy.-Align program objectives with the company's overall goals and vision.-Monitor and improve overall customer satisfaction scores.-Analyze feedback and data to identify areas for improvement.-Continuously evaluate and optimize the end-to-end customer journey.-Identify and address pain points to create a seamless and satisfying experience.-Foster collaboration across departments to ensure a unified customer experience.-Work closely with various teams to maintain consistency in interactions.-Establish and maintain quality assurance processes to uphold service standards.

Australia

-Trained recruits and implemented ISPS code.-Handled and led the overall operations to the highest security levels as required by the company.-Maintained and shared daily/weekly/monthly security reports for the onboard and shoreside -Additionally assisted in onboard Customer service to ensure customer satisfaction was maintained.

Mumbai, Maharashtra, India

-Managed a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency-Identified and address customer needs, with a goal of total satisfaction-Provided expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers-Met customer-service department sales targets, generating leads when opportunities arise-Followed company guidelines and procedures for communications with minimal supervision-Recommended improvements to company processes for efficiency

Mumbai, Maharashtra, India

-Managed a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency-Identified and address customer needs, with a goal of total satisfaction-Provided expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers-Met customer-service department sales targets, generating leads when opportunities arise-Followed company guidelines and procedures for communications with minimal supervision-Recommended improvements to company processes for efficiency

Mumbai, Maharashtra, India

-I implemented training courses for recruits to ensure customer service and product knowledge.-Suggested new products that increased earnings by 23%.-Preparing statements and reports on weak basics.-Attending official meetings follows standard operations; cost control, and Contributing maximum profit with the level of resource management.-People management.

Bachelor Of Commerce - Bcom, Business/Commerce, General, 1St

H.S.C., Business/Commerce, General, 1St

S.S.C., General Studies, 1St