Customer Service Manager

Clarence James D’Souza

Dubai, U.A.E • ****************@*****.**.** • +971-**-*******

Professional Summary

Combining strong Customer Service, Administration, Finance & Accounts, Tours and Travels and communications expertise to promptly establish efficiency, resolve problems, and optimize productivity. Skills

Organization & Planning, Customer Service, Scheduling & Time Management, Finance & Accounts, Team Leadership, Resource Optimization, Administrative Management, Meeting Planning & Leadership, Technical proficiencies include MS Office

Work History

Operations Executive

Wilhelmsen Ships Service December 2018

• Vessel handling of all the tanker operations and husbandry requirements of the Tanker Department in conjunction with Manager – Tanker Operations.

• Maintain good relations with Customers, Port Authorities, Suppliers, Immigration, Customs and various Tanker terminals.

• Ensure official agency appointments are received, precise proforma sent for all call’s prior every vessel’s call and enough funds are received.

• Ensure pre-arrival, arrival, daily cargo production updates, departure reports, Statement of facts sent on daily basis with correct information.

• Submit relevant cargo manifests to Customs / Port authorities on time.

• Close co-ordination between Vessel, Terminal, Owners, Charterers, Traders, Brokers, Shippers and Receivers regarding vessel’s cargo operation and/or husbandry matters.

• Communicate & reply to Customer / Vessel with regards to cargo / terminal requirements.

• To always maintain an up to date vessel expense in form of D/A via VOSS for easy and faster accounting.

• To comply with any other given tasks as instructed by the Asst. Tanker Manager and/or SASM for smooth operational turnaround of all concerned.

• Strictly to follow QHSSE policies, guideline, procedures legal & other requirements established by the company in line with ISO 9001, OHSAS 18001/ISO 45001. Travel & Transport Coordinator

Wilhelmsen Ships Service April 2016

• Central point of communication and coordinating with all clients, suppliers and organizing setup.

• Time management of company Drivers / Airport Representatives / Boarding officers

• Scheduling travel itinerary and Hotel arrangements

• Demonstrating a continuous effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively and jointly to provide

• Coordinating with manning agencies around the world to have smooth crew change for vessels calling at Jebel Ali / Dubai Port Rashid / Anchorage/ Fujairah / Khorfakhan.

• Application of Seamen’s / Tourist / Visit visas for the arriving / departing crew members.

• Arranging and booking of air tickets, hotel and transport for Crew, VIP’S, In-House companies and WSS staff

Front Desk Supervisor, Administration Officer, Night Audit Officer, Assistant Crew Manager Serving Holland America Cruises, Princess Cruises & Sea-bourn Cruises Holland America Group February 2007 – October 2015

• Supervising a team of Customer Service Agents, I oversaw the delivery of exceptional Customer Service ensuring that all customer concerns were dealt with the up-most care and empathy to allow for a swift service recovery.

• Completed disciplinary and performance appraisals that were fair, objective, and accurate measurements based on their individual Role Descriptions and observed behavior

• Coordinated the passenger embarkation and disembarkation process ensuring that immigration formalities were adhered to, arrival documentation requirements were met, and all critical passenger boarding information was obtained and entered into the system prior to the vessel sailing

• It was crucial to remain calm in this position when under pressure, as accuracy is of up-most importance to ensure that all passenger documentation was prepared, processed and transmitted correctly to shore side Local Authorities ensuring a timely and compliant clearance in all ports of call.

• Responsible for providing passenger numbers sent to the Coast Guard upon sailing to signify the Souls on Board figure.

Customer Service Inbound for Mobile Phones with 3G network 3Global Services June 2005 - December 2007

• Provided help with handsets troubleshooting, upgrades, Internet Setting & top ups

• Promoted to a Team Coach managing a team of 20 individuals. Education

Bachelor in Commerce

Shobhit University - India.

Diploma in Hotel Management

St. Andrew’s Institute of Management Studies – India Higher Secondary Certificate (Commerce),

St. Anne’s Junior College of Arts, Science & Commerce – India Secondary School Certificate

St. Anne’s High School – India

Additional Information.

Date and Place of Birth : 04th November 1984, U.A.E Nationality : Indian

Marital Status : Married

Religion : Catholic

Languages Known : English & Hindi

Driving Licence : U.A.E & India

CLARENCE JAMES DSOUZA

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