Roxanne D'souza

Senior Call Center Executive

To maintain customer satisfaction and improve customer experience through my proven problem solving skills and product knowledge

EDUCATION

BBA in Marketing

American College of Dubai/ UAE

WORK EXPERIENCE

Clinics Contact Center

Aster DM Healthcare/Karama, Dubai

03/2021 - 08/2021

RESPONSIBILITIES

Be the voice of the organization and assist customers who call 04-4400500, take inbound calls from customers to assist various customer concerns and track their interactions.

Assist and educate customers before or during any promotional campaigns.

Raise complaint/feedback tickets to management team for further action to avoid similar incidents in the future and ensure closure of the complaint raised by following the standard operating procedure

Process Clinic tie ups teleconsultation for customers

Computer Aided Telephonic Interviewer

Taylor Nelson Sofres (TNS) Global Market Research

Company/Garhoud, Dubai

10/2011 - 05/2015

RESPONSIBILITIES

Evaluated customers on behalf of esteemed client based companies for Mashreq, FGB (now FAB), HSBC, UNB, Unilever, Nissan, Infinity, Renault, Etisalat, Du, Mobily, Samsung, Palm Utilities, Dubai Chamber of Commerce, Energy drinks.

Conducted studies for CENSUS to understand the demographic growth, the economic growth and preferences amongst the people in U.A.E.

Selected for high profile projects.

Call Center Representative

Nielsen Research Company/Buheira, Sharjah

Freelancer

RESPONSIBILITIES

Interviewed respondents for companies like Etisalat, Du and Department of Economic Development in Dubai.

SKILLS

Customer Service

Telephone Etiquette

Decision Making

Emotional Intelligence

Microsoft Word

Microsoft Excel

Positive Attitude

Communication Skill

LANGUAGES

English

Hindi

INTERESTS

Meditating on God's Word Listening to Music

Reading

Web browsing

Art and Craft

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