DARREN DSOUZA
Brampton,Canada
Summary
Adept in customer relationship management and critical thinking, I excelled at Welbilt, enhancing customer satisfaction through creative solutions and a global mindset. My call center experience and self-awareness propelled me to successfully manage high-profile accounts, driving significant improvements in service quality and sales.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist Level 2
Welbilt
Mississauga, Ontario
05.2023 - Current
- The Customer Service Specialist will deal with incoming calls from customers and will handle all aspects of an assigned sales territory and/or accounts
- Acting as liaison between customers, production and distribution departments related to specific customer.
- Enter orders in our information/processing system
- Aware of the status of account sales orders, product lead times, delivery schedules, equipment returns and replacements
- Communicate clearly with customers through a variety of means (via telephone, email, fax and the internet); including inquiries and complaints about products and services. Required to follow-up and/or take ownership for the customer’s account until a question is answered or an issue is resolved.
- Assists more inexperienced Customer Service Reps
- Responded to customer emails with accurate product and service information.
- Answered incoming customer inquiries regarding product and service information.
Assembler
Welbilt Inc.(Garland Commercial Ranges Ltd)
Mississauga, Ontario
03.2021 - 05.2024
- Set up and performed hand and automatic assembly operations on components, sub-assemblies, and assemblies
- Completed accurate assembly work by positioning and aligning components
- Documented actions by completing production and quality forms
- Set up and operated greasing equipment to lubricate components, sub-assemblies, or assemblies
- Started lift each morning and performed safety inspections
- Responded to emergencies in calm and helpful way
- Align components for proper fit and adjust as necessary during the assembly process.
- Adhere strictly to health and safety regulations while carrying out daily tasks.
- Notify supervisors of any potential issues that may cause delays in production schedules.
Customer Sales and Service Expert
Candace & Basil
Mississauga, Canada
09.2020 - 03.2021
- Engaged customers with interesting, informative presentations to highlight benefits and overcome objections
- Nurtured connections with established customers to identify new needs, match offerings and drive sales
- Assisted customers with price checks, lifting heavy items and addressing other inquiries
- Improved service quality and increased sales by developing strong knowledge of company's products and services
- Answered questions and informed customers of current sales and promotions
- Handled client inquiries with exceptional professionalism and enthusiasm
- Informed customers about product lines and services offered by company
Travel Agent Assistant
Rama Holidays
Kuwait City, Kuwait
06.2016 - 04.2020
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required
- Handled travel arrangements for groups, couples, executives and special needs clients
- Took payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements
- Asked open-ended questions to best understand client needs and determine best travel offerings
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets
- Explained benefits of purchasing travel insurance with clients
- Promoted product branding initiatives, ensuring travel brochures and promotional literature are displayed prominently
Junior Travel Consultant
ATPI Travel
Mumbai, India
01.2014 - 02.2016
- Responded to customer inquiries to drive highest level of customer service and develop and continually enhance relationships
- Identified fitting products and services through phone-based customer inquiries
- Researched answers to customer inquiries to provide accurate information
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development
Travel Agent Trainee
WelbiltPranikar Travel
Mumbai, India
02.2013 - 11.2013
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives
- Communicated security issues and protocols to clients traveling to unstable countries or locations
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation
- Coordinated itineraries and appointments to improve office operations
- Automated office operations to manage client correspondence, record tracking and data communications
- Provided top quality control to eliminate downtime and maximize revenue
- Eliminated project gaps and maintained accurate airline regulations and tariffs and travel law knowledge
Education
Network System Engineer -
CDI College
Mississauga, ON05.2022
Foundation in Travel And Tourism -
IITC
Mumbai, India10.2013
International Airline & Travel Management -
IITC
Mumbai, India10.2013
Bachelor of Commerce -
Mumbai University
Mumbai, India10.2013
Skills
- Call center experience
- Customer relationship management
- Time management
- Critical thinking
- Creative solutions
- Global mindset
- Optimism
- Self-awareness
Languages
- English, Professional
- Hindi, Professional
- Marathi, Limited
Timeline
Customer Service Specialist Level 2
Welbilt
05.2023 - Current
Assembler
Welbilt Inc.(Garland Commercial Ranges Ltd)
03.2021 - 05.2024
Customer Sales and Service Expert
Candace & Basil
09.2020 - 03.2021
Travel Agent Assistant
Rama Holidays
06.2016 - 04.2020
Junior Travel Consultant
ATPI Travel
01.2014 - 02.2016
Travel Agent Trainee
WelbiltPranikar Travel
02.2013 - 11.2013
Network System Engineer -
CDI College
Foundation in Travel And Tourism -
IITC
International Airline & Travel Management -
IITC
Bachelor of Commerce -
Mumbai University
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