Sachin Luvellwyn Dsousa

Mobile : +919833964805 Email - [email protected] / [email protected]

Seeking assignments in Operations’ Management / Client Relationship Management with a growth-oriented organization

Professional Synopsis

 A dynamic professional with over 26 years of rich experience in Operations’ Management, Customer Relationship
Management and Team Management.
 Adept in managing entire process operations involving resource planning, in-process inspection, team building, and co-
ordination with Internal Departments.
 Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving
business and individual goals.
 Demonstrated abilities in cementing healthy relationship with clients for generating repeat business.
 Excellent communication & interpersonal skills with proven abilities in customer relationship management & Team
Management.

Significant Achievements include;

 Received Award from IBM for achieving service excellence in handling WSP helpdesk & logistics activities in 2006.
 Recipient of Best Employee Award of Mumbai in 2003 - 2004.
 Rewarded with WSP certifications for 6 months from IBM for Mumbai location.
 Awarded for Process Migration from United State of American to India.

Core Competencies

Operations Management
 Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards
ameliorated service revenue generation.
 Managing teams for achieving & setting standards for Quality/ Customer Satisfaction.
 Handling Back Office operations, maintaining and measuring the performance of processes in terms of efficiency /
effectiveness matrix and ensuring adherence to Service Level Agreements.
 Synchronizing with various Departments to ensure seamless process operations.
 Ensuring the correct and timely closure and completion of all work orders.
 Preparing MIS reports to provide feedback to top management on the performance, viz. monthly profitability, turnover &
quarterly result as per the requirement of Management.

Process Management
 Mapping business requirements and coordinating in developing and implementing financial processes in line with the pre-set
guidelines.
 Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process
understanding at the client’s and the organization’s end.
 Monitoring the overall functioning of processes like credit card related information, Queries, Disputes and Service to Sales;
identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
 Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per
defined guidelines.

Customer Relationship Management

 Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
 Managing and responding to all the customer requests, queries, feedback and complaints received from Toll free line, emails,
snail mails and taking appropriate action to close the case.
 Creating standard scripts that are used during the calls and written correspondence and coordinating with regions to proactively
identify bottlenecks and improve operations.
 Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
 Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service
levels and future business generation.

Marketing Management
 Conceptualizing & implementing strategies as part of brand building and market development effort.
 Forecasting monthly/annual sales targets and executing them in a given time frame thereby enhancing existing clientele.

Team Management
 Managing team functions viz. induction, performance appraisal, training, etc.
 Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of
individual & group targets.
 Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance
amongst Team members.
Career Highlights

H K (Hari Krishna Exports) (Imperial Jewels) (Jewelry Company) Mar’21 – Still working US Shift (India Night Shift)

Manager - Customer Service

Role:

 Building and maintaining profitable relationships with key customers.

 Overseeing the relationship with customers.
 Resolving customer complaints quickly and efficiently.
 Keeping customers updated on the latest products in order to increase sales.
 Meeting with Co-Founders in the organization to plan strategically.
 Expanding the customer base by upselling and cross-selling.
 Understanding key customer individual needs and addressing these.
 Conducting business reviews using CRM programs.
 Knowing your competitors and strategizing accordingly.
 Understanding the concept & ideation from the Co-Founders. Translate the new ideas into a complete plan of action.
 Perform International Market Research, Trend and Competitor analysis, and provide recommendations accordingly.
 Suggest and present new styles/ designs/ collections with proper product mix as per required price point, quantity and
quality standards suggested by Co-Founders.
 Discussing with Co-Founder & finalize the designs and products to be launched or optimized.
 Participate in new project meetings & share the new work information with all the team members.
 Guiding & supervising the preparation of Brief Sheet for upcoming collections including USP of products. Objective is to
provide the error free brief sheets.
 Clarify all the doubts and issue of the concerns, related to the concept, designs/ aesthetics & manufacturing of the designs.
 Actively involved in various product development stages right from conceptualization till final product goes live.
 Keeping eye at every stage of the project, working as a checkpoint for CAD, 3d, Photoshop Teams for best product output.
 Participate in discussions regarding designs with CAD (visualize CAD files from production point of view),3D, Photoshop,
production & Live team.
 Coordinate with Product development team and monitor new product launch timeline to ensure new merchandise is
launched as per the decided time line.
 Working on categorization on website in coordination with the reporting officer and optimize the existing categories as per
data analysis.
 Always staying update with the happenings in International Jewelry Market, keep watch on competitors- move and make
counter strategies.

KGK Group - (Unique Setting of New York) (Jewelry Company) Apr’18 – Mar’21 US Shift (India Night Shift)

As Senior Executive (Team Leader)

Role:
 Responsible for handling and solving customer support issues via calls and emails, answer calls professionally to provide
information about products and services, take/cancel orders, or obtain details of complaints.
 Up selling high end Jewelers to Retail stores and Online customers.
 Follow up with Factory for Special and high value Orders
 Show customers their desired pieces and provide information such as setting types, stones and cuts
 Working closely with CAD department on new model development, modification in the existing catalogue styles / product
designs, quality checking of CAD images

Firestar Diamond INC. (Nirav Modi) (Jewelry Company) Aug’12 – Mar’18 US Shift (India Night Shift)

As Senior Executive (Team Leader)

Role:
 Responsible for handling and solving customer support issues via calls and emails, answer calls professionally to provide
information about products and services, take/cancel orders, or obtain details of complaints.
 Up selling high end Jewelers to Retail stores and Online customers.
 Managing a team of 11 personal in India for day to day active.
 Performing research and developing Inventory management for Ecommerce portals, Amazon, Overstock, Zales. Diamond
in Glass.
 Keep records of customers’ interactions and transactions, recording details of inquiries, complaints, and comments, as well
as actions taken. Process orders. Follow up to ensure that appropriate actions were taken on customers’ requests.
 Handled the tasks of contributing ideas for developing ongoing process and workflow
 Responsible for operating the department managing system requirements and timeliness
 Responsible for preparing, maintaining and analyzing data
 Handled the tasks of contributing to other functional responsibilities of the organization
 Provided technical assistance and gave suggestions to meet customers’ expectations
 Performed other administrative tasks as assigned
 Reorganized department: built new infrastructure, recruited and trained staff
 Responded to customer inquiry calls, quickly assessing the consumers’ needs and problems in order to deliver an ideal
solution.
 Performed on-line troubleshooting: identified problems, gave technical advice, filed service requests, and followed up on
scheduling.
 Answered as many as 60 calls a day from angry customers regarding delay shipments.
 Finding a way to interest potential buyer in the product
 Ordered supplies and acted as primary point of contact with vendors.
 Led business development and marketing efforts, which expanded the customer base and introduced products into
specialty markets.
 Played a key role in increasing retention as well as satisfaction rates.
 Cultivated positive and enduring relationships with customers.
Highlights:
 Major achievement a Record sale in 5 years of $50 million in financial year 2017 -2018.
 Turned leads into clients by building and maintaining excellent relationships between Firestar Diamond and its customers
through positive and efficient customer service.
 Successfully completed an average of 1,100 orders, resulting in 1,580 transactions, per month. Consistently achieve quality
assurance rating of more than 98%.
Waste Re- Energy. (Information Technology) Apr’08 – July’ 12
As Team Leader
Role:
 Coordinated sales and service communications with customers’ at large automotive dealership. Investigated issues and
queries, serving as final point of escalation.
 Held daily meetings with ownership and department heads, reviewing on-going issues and determining where company
stood in regards to sales.
 Refer unresolved customer grievances or special requests to designated departments for further investigation.
 Managing revise logistic and end to end solution to our clients.
 Managing a team of 20 personal in Maharashtra western region for day to day active.
 Responsible for procurement of administrative materials for company.
 Vendor management for E-waste materials for procurement and Education of Waste Management to vendor.
 Taking stock audit for Maharashtra Western Region on Quarterly basis.
 Managing a team of 15 engineers, ensuring prompt delivery of service to meet contractual terms and conditions.
 Negotiation deals with courier and logistics companies.
 Escorting international clients, arranging meetings, hotel booking, travel arrangement.
Highlights:
 Responsible for achievement 100 corers business in first month operation of our organization.
 Successfully performed Software development for Sales team, and accounting purpose.

Redington India Ltd. (Information Technology) Aug’03 – Apr’08

As Service Coordinator
Role:
 Managing a team of 80 engineers and involved in back office processing of claims MIS reports.
 Assigning all outstanding work order tasks for Customer Engineers, ensuring prompt delivery of service to meet contractual
terms and conditions.
 Resolved 100 trouble tickets in one month with a quality assurance rating of 100%
 Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources
and parts.
 Scheduling appointments with security escorts or third party service providers as required.
 Establishing contact with other Service Coordinators when the movement of engineers across territory boundaries is
necessary to fill any skill or resource shortfall.
 Interacting with IBM, HP, COMPAQ, DELL, MOTORALA, SAMSUNG, ESPON for spares.
 Managing order booking, generating challans and handing over receipts for the booked orders.
 Coordinating with Accounts Department for linkage of outstanding and payments.
 Following Global Call Management tools, process and procedures as documented and posted in GP&S.

Highlights:
 Successfully performed the set up of the Call Management System like call login, call updating, pulling out system reports,
etc.

Overnite Express Ltd. (Courier & Logistics) Oct’01 – Aug’03

As Customer Service Executive
Role:
 Assigned the tasks of handling customer queries, feedback, complaints and request
 Handled the tasks of recording and scrutinizing the complaints received from customers
 Responsible for providing administrative support to customer service team
 Researched and complied answers to provide information to customers
 Handled the tasks of making outbound sales for new and existing customers
 Handling back office related functions, Booking of courier in front office /counter functions, etc.

Highlights:
 Played a major role in developing the Customer Query Software where the customer details could be track.
 Instrumental in handling corporate accounts and involved in CMD club query escalation.

DTDC Ltd. (Courier & Logistics) Sep’00 – Oct’01

As Customer Service Executive
Role:
 Handling back office related functions and responsible for detecting errors on booking shipment.
 Interacting with franchisee for business development, managing sales / collection set up targets.
 Conducting training programs and attending to customers’ emails & voice mail equerries (both inbound and outbound).

Highlights:
 Stellar role in developing customer query software where customer details could be tracked.
 Played a major role in imparting training to new comers in the team.
 Actively involved in preparing plans for improvement.
Previous Assignments

Aug’99 – Sep’00 Indus Direct Marketing DSA (IDBI Bank Ltd.) Trainee Sales Officer
Role: Handling Out door Sales Call, back office related functions like opening of Saving A.C / Fixed Deposit, Demat a/c, On-
line transfer of shares; Training new executive; Handling transactions, etc.

Sep’96 – Aug’99 Royal Market Solution DSA (Apple Finance Ltd.) Trainee Sales Executive / Senior Sales Executive
Role: Handling Out door Sales Call, transactions such as disbursing for Car Loan; Managing a team of 10 executives;
responsible for Cash and Customer transactions at the Teller counters; supervising counter & Lobby; supervising all Non-Cash
transactions like DD/MC, fund transfer, etc.
Education

 B. Com from Madurai Kamaraj University in 2002. (Secured 73.5 %)

Additional Courses

 Swift Jyoti Course from NIIT in 2001.

 IATA-FIATA Course in 2000.

Personal Details

Contact Address : B 71, 7th Floor, Kandivali Krishna CHS LTD., Ganesh Nagar, Charkop, Kandivali West,
Maharashtra, Mumbai -400067.
Date of Birth : 15th Apr 1979
Passport Details : Passport No – Z3702406
Visa : United State of America - B1/B2 (Issued dated 11-June-2010 up to 09-June-2020)