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David Phillip, Operations & Customer Success Team Lead

David Phillip

Operations & Customer Success Team Lead·Pioneer Vision Consultant LLC

United Arab Emirates

Bachelor's degree, Operations Research

Work experience

Total years of experience: 9 years, 3 months

Operations & Customer Success Team Lead

July 2025 - February 2026

Pioneer Vision Consultant LLC

Dubai, United Arab Emirates

July 2025 - February 2026

- Supervised and mentored a team of 15+ operations executives, managing shift schedules, leave allocation, and daily queue
monitoring to ensure uninterrupted service delivery.
- Served as the primary escalation point for complex operational issues, maintaining 95%+ client satisfaction and reducing churn by
18% through proactive retention strategies.
- Monitored SLA/KPI adherence and delivered weekly Power BI dashboards to senior leadership, supporting data-driven decision
making and audit readiness.
- Led change management initiatives and UAT activities for system enhancements; logged IT bugs and raised change requests,
reducing ticket backlog by 25%.
- Approved high-value transactions and reviewed complex processing cases prior to final sign-off, ensuring accuracy and
compliance.
Company industry:
Financial Services

Operations Supervisor

August 2024 - April 2025

Aurum International FZC

Dubai, United Arab Emirates

August 2024 - April 2025

- Managed end-to-end operations workflows and service queues; ensured adherence to TAT and quality standards across all team
deliverables.
- Designed and implemented customer onboarding workflows, improving retention by 20% through structured process mapping and
continuous improvement initiatives.
- Built CRM tracking mechanisms and operational forecasts; coordinated testing and rollout of new engagement frameworks.
- Analyzed service metrics and produced actionable improvement proposals for senior stakeholders.
Company industry:
Other Business Support Services
Job role:
Management

Operations Supervisor

August 2021 - October 2023

Capgemini Technology Services

Chennai, India •Hybrid

August 2021 - October 2023

- Led end-to-end logistics operations workflows; performed root cause analysis (RCA) and drove process automation, improving
efficiency by 15%.
- Created MIS reports and performance dashboards using MS Excel (VLOOKUP, Pivot Tables) and ERP tools for global stakeholder
reporting.
- Maintained 99% transaction accuracy across high-volume data processing in a structured project delivery environment.
Company industry:
IT Services
Job role:
Management

Credit Analyst

January 2016 - July 2021

Lloyd Insulation Pvt Ltd

Chennai, India

January 2016 - July 2021

- Managed accounts receivable operations and aging analysis, reducing outstanding dues by 20% through rigorous cross-functional
coordination.
- Prepared monthly KPI reports, performance dashboards, and financial health decks for senior stakeholders.
- Managed bank reconciliation, cash flow forecasts, and commission tracking to support financial planning and collections strategy.
Company industry:
Sales Outsourcing
Job role:
Finance and Investment

Education

Alison

June 2026

June 2026

Bachelor's degree, Operations Research

United Arab Emirates

Alison

June 2026

June 2026

Diploma, Operations Management

United Arab Emirates

VIT University

May 2015

May 2015

Bachelor's degree, Commerce

India

B.Com (Computer Application)

VIT University

January 2015

January 2015

High school or equivalent, Commerce

India

VIT University

January 2015

January 2015

Bachelor's degree, Business And Commerce

India

Skills

Goal Orientation
Expert
Goal Orientation
Expert
Team Building
Expert
Team Building
Expert
Stakeholder Relations
Expert
Stakeholder Relations
Expert
Problem Solving
Expert
Problem Solving
Expert
Team Leadership
Expert
Team Leadership
Expert
SAP FI
Intermediate
SAP FI
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
FINANCE
Intermediate
FINANCE
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
TECHNICAL ANALYSIS
Intermediate
TECHNICAL ANALYSIS
Intermediate
TECHNICAL SERVICES
Intermediate
TECHNICAL SERVICES
Intermediate
MARKET RESEARCH
Intermediate
MARKET RESEARCH
Intermediate
AGILE PROJECT MANAGEMENT
Intermediate
AGILE PROJECT MANAGEMENT
Intermediate
BUSINESS ANALYSIS
Intermediate
BUSINESS ANALYSIS
Intermediate
BUSINESS INTELLIGENCE
Intermediate
BUSINESS INTELLIGENCE
Intermediate
BUSINESS REQUIREMENTS
Intermediate
BUSINESS REQUIREMENTS
Intermediate
FUNCTIONAL MANAGEMENT
Intermediate
FUNCTIONAL MANAGEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
REQUIREMENTS ELICITATION
Intermediate
REQUIREMENTS ELICITATION
Intermediate
Power BI
Expert
Power BI
Expert
Management
Expert
Management
Expert
Project Management
Intermediate
Project Management
Intermediate
Customer Service
Expert
Customer Service
Expert
Leadership
Expert
Leadership
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Business Development
Expert
Business Development
Expert
Sales
Expert
Sales
Expert
COACHING
Intermediate
COACHING
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
DISPUTE RESOLUTION
Intermediate
DISPUTE RESOLUTION
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
MENTORSHIP
Intermediate
MENTORSHIP
Intermediate
ONBOARDING STRATEGIES
Intermediate
ONBOARDING STRATEGIES
Intermediate
TEAM BUILDING
Intermediate
TEAM BUILDING
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CRYPTOCURRENCY
Intermediate
CRYPTOCURRENCY
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
INDUSTRIAL EQUIPMENT
Intermediate
INDUSTRIAL EQUIPMENT
Intermediate
SERVICE LEVEL AGREEMENT
Intermediate
SERVICE LEVEL AGREEMENT
Intermediate
TEAM MANAGEMENT
Intermediate
TEAM MANAGEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
CURRENCY EXCHANGE
Intermediate
CURRENCY EXCHANGE
Intermediate
DELIVERY FOCUSED
Intermediate
DELIVERY FOCUSED
Intermediate
ESCALATION MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
FINANCIAL SERVICES
Intermediate
FINANCIAL SERVICES
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
KPI REPORTING
Intermediate
KPI REPORTING
Intermediate
MICROSOFT TEAMS
Intermediate
MICROSOFT TEAMS
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate

Languages

English

Expert

Hindi

Native Speaker

Tamil

Native Speaker

Training and Certifications

Certifications
Advanced MS Excel
Project Management
Advanced Business Analysis
Business Intelligence (Power BI)
Advanced MS Excel
Project Management
Advanced Business Analysis
Business Intelligence (Power BI)
Advanced MS Excel
Advanced Business Analysis Project Management
Business Intelligence (Power BI)
Information Technology Training
Basic to Advanced Microsoft Excel
Project Management
Advanced Business Analysis
Business Intelligence using Power BI
Advanced Business Analysis
Skill Nation
Mar 2025
Business Intelligence using Power BI
Skill Nation
Mar 2025
Basic to Advanced Microsoft Excel
Skill Nation
Oct 2025
Project Management
Oct 2023

Hobbies and interests

Sports