Customer Lean
Resume:
SCHOLTEN DSOUZA
Team Leader
PROFILE
As a Team Leader, I have a total of 4 years of experience, I have developed my skill set in Team and People Management with a focus on Talent Development, Customer Experience Management, Performance Management, Quality Control, Regulatory Compliance and Lean Methodology. I have worked with teams to execute various tasks and have achieved key milestones. I am recognized in my current organization for strategic thinking, eye for detail, Talent Development, Risk and Control Development and being able to work in a dynamic matrix organization
I have undergone various skill development training’s which includes Coaching for performance Leadership Edge, Emotional Intelligence, Building Effective Teams, Handling Difficult conversations and also various Regulatory Compliance and Customer Experience Management skills to continue contributing positively to the organization
CONTACT
PHONE:
EMAIL:
*********@*****.***
HOBBIES
Music
Indoor Games
EDUCATION
St Anne’s High School
Completed SSC in 2010
Nirmala Memorial Foundation
Completed HSC in 2012
ADDITIONAL CERTIFICATIONS
1.Emotional Intelligence
2.Holding your Team Accountable
3.Inclusive mindset
4.Critical Thinking for better Judgement and Decision Making
5.Six Sigma: Green Belt (Linked In)
6.A3 Problem Solving for Continuous Improvement
7.Gemba Kaizen
WORK EXPERIENCE
JP Morgan Chase - Team Leader
June 2014 – Present
Value Stream Mapping to identify irrelevant usage of time and suggest ideas to make effective use of the saved time
Talent Development through career conversations
Develop an environment of continuous focus on quantifiable productivity and quality.
Team Leader (Customer Relationship Team)
Conceptualizing and implementing strategies with a view to achieve business objectives and ensure exceeding top line and bottom-line mandates. Mapping business requirements for coordinating in developing and implementing processes in line with the preset guidelines and spearheading process improvements
Creating and executing strategies to build client base
Working on a matrix driven scorecard while dealing with Peer% and Per Ratio
Leading, mentoring and monitoring performance of the team to ensure smooth operation and help specialist exceed their goals on Stakeholder and Customer Experience front
Reducing Net Credit Losses through strategic planning of accounts that need to be churned
Planning and forecasting Net Profit
Root cause Analysis to understand impacts to Net Credit Losses
Team Leader (Academy)
Identifying bottom 30% population within the site
Root Cause Analysis to understand the reasons of the specialist being in the bottom 30% and impact on business due to the same
Behavior Identification of specialist which results into an impact to Customer Experience and Stakeholder
Driving performance through leveraging Lean to ensure every specialist is able to deliver to their maximum potential. Usage of Lean to also ensure elimination of process waste and increase in productivity
Design Learning Series based on the behaviors identified
Monitoring Pre-Academy and Post Academy Impact through measuring Dollars collected
Creating a path for the specialist to become independent and exceed goals consistently every month
Regular Coaching’s and strong follow-ups
Frequency of Batches every 2 months
ADDITIONAL PROJECT (JP MORGAN CHASE)
Leading learning Sessions for Team Leader’s and Division Leader’s in Manila to upskill them on “Coaching for Success” and matrix understanding
Upskilling Mumbai and Manila on effective usage of Collection Applications
Upskilling Team Leaders and Division Leaders in Elgin (United States) on Collection Management and metric scorecard
Performance Management for Mumbai on metric scorecard
Tech Mahindra – Sr. Specialist
February 2013 – May 2014
Reviewing and assisting customer’s with telecom billing difficulties
Upselling Telecom Products to generate revue for the organization
Intelenet - Specialist
January 2012–February 2013
Reviewing and assisting customer’s with Utility Bills
Owning and providing resolutions to customer complains
Contact this candidate