OLWIN DSOUZA

Out bound Contact Center:
• Managing all UAE bank shipment assigned to Aramex.
• Handling Auto dialer outbound calls made to clients to schedule delivery.
• Handling Ecommerce Shipments.
• Providing clients with product information and estimated delivery time.
• Coordinating with branch outlets and clients for collection and payments.

 Promoted in 3 months due to exceptional Performance to Logistics Help desk - (Sept - to present)

• Handling domestic and International queries for sea freight, land freight and Air freight
• Handling customer queries and complaints efficiently
• Tracking custom clearance shipments and payment dues
• Scheduling deliveries, Register customer pickup requests
• Assisting customers on imports and exports services of Aramex
• Coordinate with Credit Controllers on blocked accounts
• Placing supply order request for corporate clients
• Handling Shop and Ship Clients

• Have been Transition Expert from May 2011 till date helping new joiners excellent customer service.
• Give timely resolution to the customer taking the full ownership of the issue.
• Training new joiners the ethics and polish their skill to deliver excellent customer service
• Serving UK/ Australian customer through ‘Information Desk’ and Customer resolution in the Post Pay Department
• Handling the queries of customer by doing the right thing and providing feed back
• Assist with placement of orders, refunds or exchanges
Cash posting and allocation of the Customer claim UK and
Australian network.
• Maintains company standards during recorded calls in order to ensure high quality service.

ACCOMPLISHMENTS

• Giving valuable suggestions for the improvement of the process thereby getting recognition in the TOM group.
• Have been Transition Expert from May 2011 till date helping new joiners excellent customer service

➢ Worked with Stream Global Services (BPO) from Oct 2008 To 2009 Sept.

Designation: Customer Service Executive
• Attending customer calls and providing the feedback as per their request.
• Resolve the queries of the customer by giving positive feedback and follow up with the concerned dept.
• Provide customers with product and service information
• Research required information using available resources
• Identify and escalate priority issues
• Produce call reports