Customer Service Manager

Alphonse Lawrence Coelho

Mobile No.: +971-**-*******

****.******@*****.***

Job Objective

To obtain a position in a reputed organisation that makes the best use of my personal and professional experience allowing me to

contribute to mutual growth.

Professional Summary

Highly organised and meticulous with over 13 years experience in Operations Management, Customer Service, &

Manpower planning.

Committed and motivated with exceptional customer relations and decision making skills.

Strong work ethic, professional demeanour and great initiative.

Pro active, assertive, confident, detail oriented and calm under pressure.

Served as primary point of contact for liaison between management, personnel, clients and vendors.

Strong organisations skills and with the ability to work independently under minimal guidance.

Excellent time management skills, ability to handle and submit assignments on time, with a high degree of accuracy and meet

deadlines in a high pressure environment.

Extremely innovative with a creative mind.

An unwavering commitment to customer service, with the ability to ensure high quality and timely expedition of customer

requests, build productive relationships, resolve complex issues and win customer loyalty.

Organisational Experience

Manager Operations Apr ’14 – Mar ‘15

Industry Networks(FZC), Sharjah, UAE.

Operations Management

Managed a team of 20 telephonic researchers and data entry agents in UAE who worked on updating latest information on

construction projects.

Managed a team of 5 customer support agents who handled inbound calls and chats from clients.

Managed outsource operations of 3 companies consisting of 30 resources in Cairo and Mumbai.

Research Operations

Handled an inhouse team in UAE who conducted telephonic research which involved calling contractors and consultants on

construction updates across GCC and MENA.

Handled a data entry team working on inputs from media and field research.

Worked closely with the IT department for improvements on the in house CRM to increase efficiency.

Created strategy plans to meet organizational objectives.

Set targets for team and designed appraisal structure alligned with the organisations goals.

Customer Service Operations

Handled an inhouse team of agents who answered customer queries on inbound chats and calls.

Worked on the root cause analysis of customer complaints to improve the product.

Made recommendations to the IT team for improvements on the website based on customer feedback.

Handled escalations from customers and formulated customer retention plans.

Outsource Operations

Identified outsource partners and signed contracts with 3 reputed companies.

Created a cost efficient and scalable outsource model.

Travelled to Egypt and India for interviewing and training outsource resources.

Worked on productivity enhancement strategy and performance benchmarking of outsource partners.

Manager Operations Dec ’10 – Oct’13

Datamatics Global Services Ltd, Mumbai, India.

REPONSIBILITIES.

Operations Management

Managed Market Research Process with a total team of 50 members across two regions and internationally.

Open ended Verbatim from surveys and interviews.

Data Translation & Data Transcription

Meeting targets as per projected Revenue.

Managed Operational Costs

Liaised with the Technical Team on Automation of processes.

Organised Training to improve team productivity.

Optimized product margins and reduced working costs.

Ensured smooth functioning of the service line.

Improved Team utilisation and seat utilisation and worked with other service lines with cross training.

Manpower Recruitment and Planning

Estimated Manpower demand based on volume forecast.

Researched if additional Manpower by the Clients will be filled in by creation of new posts or upgradation of existing posts.

Vendor Management of more than 200 vendors.

Personnel Management

Motivated, inspired team members for optimum results.

Defined Key Responsibility Areas and Job Description for the members.

Identified and implemented Strategies to build team effectiveness.

Minimised attrition rate and developed a strong retention plan.

Conducted appraisals, feedbacks, discussions and execution for Team Members

.

Process Management

Reviewing existing process and improving them if necessary.

Monitoring overall functioning of the process.

Identifying areas of improvements and implementing adequate measures to maximise customer satisfaction.

Overseeing process improvement initiatives through system changes, process realignment, redifining and efficiency

management.

Preparing Proposals and presenting it to the clients, exhibiting services offered by other service lines.

Preparing Statements of work (SOW) & Service Level Agreement (SLA) Management.

Building Client relationship initially and maintaining the Account Manager role.

Identified risks during setup and mitigation with corrective plans.

Established various plans such as communication, escalation, Project, & Ramp up Plans.

Assistant. Manager /Service Director Jun ‘05 to Sep ‘10

. IBM Daksh, Mumbai, India

REPONSIBILITIES.

Served as Director at United Airlines Reservation Desk.

Worked with 25 team members on eBay live Help.

Worked with 30 team members with Advance Autor parts IT and Operations.

Quality Monitoring and customer satisfaction Analysis.

Provided support on real time basis to team members.

Ensured compliance with Client requirements.

Handled Insurance related matters.

Attended to customers and agents queries regarding airline reservations.

Monitored and coached teams at the bridge.

Handled customer grievances.

Organised trainings and briefings on process updates and clarified queries.

Organisational Experience Temporary Assignment

Customer Service Representative. Aug ‘04 Feb ‘05

E Funds International, Mumbai, India

REPONSIBILITIES.

Attended to customer queries pertaining to their cell phones.

Assisted with programming and troubleshooting of cell phones.

Trainee Apr ‘02 – Mar ‘04

Grandtone Advertising Pvt. Ltd., Mumbai, India

REPONSIBILITIES.

Promoting varioius hotels

Meeting clients personally and discussing tie ups and packages.

SKILLS AND COMPETENCIES

Team player

Excellent time Management

Detail oriented

Strong Interpersonal Skill

Organizational skills

Negotiation skills

Closing skills

Report Development

Filing and Data Archiving

EDUCATIONAL & PROFESSIONAL CREDENTIALS

Bachelor of Commerce [BCom]: 2006

Karnataka State Open University, Karnataka, India.

Pre University College: 1999

St. Aloysius College, Mangalore, Karnataka, India.

S.S.L.C 1997

St. Aloysius College, Mangalore, Karnataka, India.

ACADEMIC AWARDS

Excellence Award – For Project Execution April 2012.

Was nominated for EAGLES [2013] Programme and won 2nd place.

TECHNICAL SKILLS

Excellent knowledge of computer aided office systems

Microsoft Office – Word, Excel, Power Point & Microsoft Outlook

Trained to operate System Programme “FASTRES” – Reservations tool.

PERSONAL DETAILS.

Date of Birth : 14th March 1981

Gender : Male

Nationality : Indian

Languages Known : English, Hindi, Konkani, Tulu & Kannada

Civil Status : Married

Visa Status : Spouse Visa ( Valid upto 03.05. 2016)

Driving License : Valid UAE driving licence

References : Available upon request.

Contact this candidate