Kirk Dsouza
Kitchener,ON
Summary
Versatile professional skilled in customer relations and project-driven roles. With a background in project management. My strengths lie in coordinating cross-functional teams, managing stakeholders and managing timelines, driving projects from initiation to completion. Eager to contribute my expertise in delivering exceptional outcomes and fostering long-term client success."
Overview
7
7
years of professional experience
Work History
Customer Detention Analyst
Challenger Motor Freight Inc
Cambridge, Ontario, Canada
02.2022 - Current
- Monitor and track detention times for trucks during loading and unloading processes.
- Analyze detention data to identify trends, patterns, and areas for improvement.
- Maintain positive relationships with clients, understanding their expectations.
- Resolve disputes with Customers by collaborating with internal and external partners.
- Negotiate detention charges with clients when applicable.
- Develop and update detention-related policies and procedures to enhance efficiency and compliance.
- Maintain accounts of customers for detention and other accessorial charges.
- Identify opportunities for process optimization to reduce overall detention times.
Student Onboarding Administrator
ApplyBoard
Kitchener, ON
09.2020 - 02.2022
- Liaise with various colleges and schools for academic services
- Facilitated the enrollment process for new students, ensuring accuracy and completeness of required documentation.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Utilized student information systems and other relevant technologies to manage and track student onboarding processes.
- Implemented improvements to streamline administrative workflows.
Content Development Coordinator
Packt Publishing
Mumbai, India
08.2016 - 04.2019
- Developed and executed content strategies aligned with organizational goals
- Collaborated with world renowned authors and VP's of renowned organizations (Microsoft, SAP, Amazon)
- Conducted research on industry trends, audience preferences, and competitors
- Steered projects through demanding timelines
- Coordinated with various teams to ensure timely and consistent content production
- Streamlined content creation workflows for efficiency.
- Established and maintained content quality standards.
- Ensured content is user-friendly and accessible.
Education
Post Graduate Diploma - IT Business Analysis
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2020
Bachelor of Science - IT
St Andrews College - Mumbai University(affiliated)
Mumbai, India04.2016
Skills
- Customer Experience Management
- Account Management
- Business Transactions
- Business Process Improvement
- Negotiation skills
- Problem Analysis and Problem Solving
- Office Administration
- MS Excel
- Power BI
- Customer Relationship Management Software (CRM)
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Marathi
Native or Bilingual
Timeline
Customer Detention Analyst
Challenger Motor Freight Inc
02.2022 - Current
Student Onboarding Administrator
ApplyBoard
09.2020 - 02.2022
Content Development Coordinator
Packt Publishing
08.2016 - 04.2019
Post Graduate Diploma - IT Business Analysis
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Science - IT
St Andrews College - Mumbai University(affiliated)