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Customer Service Management

Location:
Richmond Hill, Ontario, L4S 1V9, Canada
Posted:
October 12, 2016

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NEELAN D’SOUZA

** ****** ****. ******** ****, ON. L4S 1V9 ● 647-***-**** ● acw04l@r.postjobfree.com

Profile

Business Technology Management graduate with over six years of experience working in team- based, high pressure environments with a proven ability to effectively meet and exceed customer and employer expectations. Driven to overcome challenges by continually learning new skills, using these experiences to support a commitment to ongoing development in the field of information technology.

Summary of Qualifications

Proficient with Microsoft Office Suite (Word, Excel, Outlook and PowerPoint)

Educated in areas of:

o Relational database management systems :Microsoft SQL Server & MySQL

Knowledgeable in SQL queries, MS SQL Server administration basics, including T-SQL, stored procedures, and SSIS

o Business analysis/process design: Microsoft Visio & Sparx Enterprise Architect

Over 6 years of customer service experience in a fast paced dynamic environment, including supporting customer incident resolution and collaborating with management and team members in various internal positions

Business analyst/consulting experience working in a team with clients and stakeholders to identify and prioritize process improvement objectives and deliver process improvement solution

Education

Bachelor of Commerce (B.Comm.), with honours; Business Technology Management Ted Rogers School of Management, Ryerson University

Awarded Dr. Catherine Aczel Boivie Scholarship for highest grade in program in course

“Business Process Design”

Professional Experience

Postal Clerk

Canada Post Gateway Mississauga, ON 2014- present

Handled various demand-based operational tasks on on-call basis while continually meeting mail processing performance expectations

IT Consultant/Business Analyst

Greenwin Inc. Toronto, ON Sept. 2015- Apr. 2016

Enhanced existing business process by analyzing improvement opportunities and delivered IT-based solution that improved process inefficiencies while continually maintaining stakeholder engagement, through weekly updates, to ensure their priorities were addressed

Collaborated with 4 other team members to organize scheduled completion of various projects tasks, ensuring weekly deadlines and milestones were met and the project was completed on time.

Significant tasks: UML process mapping, calculation of financial impact using Excel, establishment of key performance indicators, gap analysis between existing and proposed processes, change management, client management, formulation of training plans Assistant Manager

Domino’s Pizza Richmond Hill, ON 2008- 2014

Ensured quality customer service through on-demand resolution of customer questions and concerns, using these occurrences as opportunities to improve operational efficiency, quality of service, and develop promotions and practices to support revenue growth

Lead team of up to 10 employees, ensuring fluent written and verbal communication to clarify roles and tasks when collaborating with team members to meet customer needs, and to keep management informed of daily performance and issues requiring their attention



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