Summary

Seeking a suitable position to utilize my skills and abilities in an organization that offers professional growth while being resourceful, innovative and flexible. Date of Birth : 12-March-1993 Gender : Male Religion : Catholic Nationality : Indian Father’s Name : Nicholas Dcruz Mother’s Name : Rosey Dcruz Experience

Junior Manager - TL

One97 Communications - Paytm • Mumbai, Maharashtra 04/2023 Team Management

Assistant Manager – Enterprise SMB Period:

Reliance Jio • Mumbai, Maharashtra 12/2022 - 04/2023 Responsibilities: Key Account management Sales and service of enterprise products- Enterprise broadband, Lease line, TFN numbers, MPLS Growth of SME account. SLG, SME and micro account payment collection. Cater to service level parameter’s.

Branch Manager & Enterprise ServiceManager Period: Airtel Limited 12/2019 - 10/2021

Enterprise account handling Manage COCP/COIP account and its end to end service related aspects. Ensure best in class post sales services Store handling and driving the business Ensure adherence to pre-defined airtel SOPs to run store operations smoothly Develop store strategies to expand store traffic and optimize opportunity. Ensuring a consistent and quality store experience for customers. Share daily MIS with the sales team. Assign daily activities to the team, Address Productivity, Process streamline, Turn-around time (TAT), in daily team meet with team leader and FSE. Keeping a close check on customer needs are met, complaints are resolved and service is quick and efficient. Maintain store staff job results by coaching, counseling, disciplining, planning, o monitoring and appraising job results. Maintain inventory levels of airtel assets – SIM cards, dongles, Wi-Fi devices. Forecasted trends and recommended improvements based on financial risk analyses. Boosted sales and customer loyalty through incentive programs. Store Manager)

FRSM(Franchise Period 12/2018 - 12/2019

Responsibilities: Store handling and driving the business. Selling COCP/COIP account. Handling irate customer, solving problems. Getting audits done for smooth functioning and stock maintenance. Keeping the store in profits, so that the franchise get more and more store. Helping the franchise to get leads by getting cold calling done by FSE. Keeping the staff motivated to perform well and deliver the best. Created plans and communicated deadlines to complete projects on time. Carried out day-to-day duties accurately and efficiently. Participated in team-building activities to enhance working relationships. Completed paperwork, recognizing discrepancies and promptly addressing for resolution. Worked with customers to understand needs and provide excellent service. TEAM LEADER Period:

Vodafone India Limited 12/2016 - 09/2018

Responsibilities: Managing the floor and driving business. Daily cash closing at the end of the day. Handled irate customers with calm and care Pitch suitable products/services as per the usage of the customer. Process new/portable connection documents, recharges and bill payments. Manage floor in absence of manager. Ensure hassle free service in peak hours. Built strong relationships with customers through positive attitude and attentive response. Mentored and guided employees to foster proper completion of assigned duties. Joaquim Dcruz

ad4kgd@r.postjobfree.com

+91-992*******

Customer Service Executive - Retail

Period 08/2014 - 11/2016

Responsibilities: Interact with customers face to face while working in retail office. It involved, probe to understand query and pitch products as per customer's requirements. Understand customer's queries and provide swift first-time right resolution. Retain customers by suggesting suitable plans as per the usage and implement the same on the request. Handled billing issues and complaint regarding services. Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns. Employed comprehensive benchmarks to establish and monitor customer service standards. Analytical skill Soft skills Leadership Linguistic Proficiency English, Hindi, Marathi & kokani Interest and Hobbies Playing football Skills

Project Management, Relationship building and management, Business Development, Customer service awareness Marketing, Strategic planning, Staff Management, Policies and procedures, Sales and marketing, Search Engine Optimization, Coaching and mentoring, Operations management Education

Commerce

Mumbai University First 01/2014

Certificates

SIX SIGMA GREEN BELT, SIX SIGMA FOUNDATION, OPERATIONAL EXCELLENCE, RETAIL OPERATION Place: Mumbai Date: