Ryan Dsouza Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

Providing overall Exceptional Customer service, ensuring all business, personal and prospective customers receive the highest level of quality and professional service when providing information and/or resolving customer enquiries.Key Achievements:● Stepped up to supervise a team of 10 -12 new to bank bankers on 3 occasions. Coached and motivated team members for personal growth and career development opportunities. Facilitated weekly capability meetings, teaching bankers all things NAB, NAB process and Customer Experience expectations.● Provided overall exceptional customer service over incoming calls averaging around 40 to 50 calls a day, ensuring all business, personal and prospective customers receive the highest level of quality and professional service when providing information and/or resolving customer enquiries.

Sydney, Australia

Direct, monitor and lead the development of regional business sales strategies, business plan, projects and budget. Propose new initiatives, plans and programs to improve the effectiveness of the Business Sales function. End to end client management post acquisition in terms of monitoring business sales contracts, timely payments and artwork.Key Achievements:● Consistently exceeded 250 cold and follow-up calls weekly● Daily emphasis on customer satisfaction through seamless coordination between client and back end teams. End to end client management post acquisition in terms of monitoring business sales contracts, timely payments and artwork.

Mumbai Area, India

Spearheading a project team (towards developing, reviewing and negotiating variations to deals towards contracts and services provided to clients. Staff Recruitment & Setup of Outsourced Contact Centre in Mumbai, India for Letterbox Deals Pty Ltd (Sydney). Motivate and Guide the team members to achieve business goals within specified timelines.Key Achievements:● Achieved targets as per KPI’s. Motivated the team to achieve between 95% -100% of the target per campaign● Setup an Outsourced Contact Centre for a capacity of 20 people. Screened, recruited & trained suitable candidates for the role.● Group and individual coaching provided to staff monthly to help uplift performance. Ensured that 100% of contracts obtained were closed by the deadline for each bi-monthly campaign.

Mumbai, Maharashtra, India

Motivate, Lead, Coordinate and Manage the Credit Card Personalization & Delivery management team for both Credit and Debit cards. Liaison with other functions such as Risk, IT, Marketing, Internal Control & Audit, Admin, Customer Support with the objective of achieving Business goals of Cards in Force (CIF), Turnaround Times, etc. Vendor Management - manage, monitor and train the Third Party for Card Personalization related functions .External Agency Management to include courier, card plastic manufacturers and other support vendors

Mumbai Metropolitan Region

Direct, control and review operations in the authorization contact centre, with a view to providing prompt, accurate and courteous service/support to merchants and cardholders, without compromising on any of the laid down policies/ procedures through an effective liaison with Systems/IT in order to minimize down times of critical equipment/networks, which would affect customer morale.Key Achievements:● Managed a team of 10 internal staff and 17 external vendors which together were responsible for card personalization & printing of bank statements with minimal error rates and turnaround time. This was done yearly within acceptable business service level parameters of 98% to 100%.● Identified means of controlling & reducing cost through process improvement by 10% yearly.● Accurate stock projection & ordering of blank card plastics from vendors done once every quarter.● On the job training provided to the newly joined team members with respect to process and compliance as per bank requirements.

Mumbai, Maharashtra, India

Coordinated and contributed towards the launch of the “Application Assessment Processing System” project for Credit Cards being introduced in HSBC across Asia-Pacific. UAT & SIT conducted at periodic stages to ensure successful launch of new systemKey Achievements:● Coordinated and contributed towards the successful launch of the “Application Assessment Processing System” project for Credit Cards being introduced in HSBC across Asia-Pacific.● UAT & SIT successfully conducted at interim stages to ensure all issues were ironed out.● Documented new processes for the users to follow.● Project updates provided via MIS and Data Analysis to management on a regular basis

Mumbai, Maharashtra, India

Managing a group of trainee officers and ensure that all processes in the undelivered cards section are carried out efficiently and in accordance with company guidelinesManaging an Outsourced team for Embossing and despatch of Credit/Debit cards Preparation of cards MIS (Pan India) and reporting to Vice President - Card OperationsStock projection and ordering of blank plastic stock from vendors, conducting a market survey and obtaining the best quote from various Card Manufacturing CompaniesEnsuring that the pre-production and postproduction sample of cards is in line with VISA and MasterCard regulations Effective Coordination with Courier Companies to ensure card pickups and deliveries are done as per organisational guidelines

Mumbai, Maharashtra, India

Evaluating, scrutinizing and ascertaining the credibility of prospective customers based on details submitted by the applicantAnalyzing reports so as to discern discrepancies between the information provided by the applicant and that received from the verification agentAssigning and enhancing limits of credit card holders in accordance with the Bank policy

Mumbai Metropolitan Region