Kirk Dsouza
Kitchener,ON
Summary
I am a versatile professional skilled in customer relations and project-driven roles. My strengths lie's in coordinating cross-functional teams, managing stakeholders and managing timelines. Eager to contribute my expertise in delivering exceptional outcomes and fostering long-term client success.
Overview
11
11
years of professional experience
6
6
Certifications
Work History
Finance Customer Support Analyst:
Challenger Motor Freight
Cambridge, Ontario
02.2023 - Current
- A primary point of contact for customer inquiries related to billing, payments, invoices, refunds, and account balances
- Investigate and resolve customer issues by analyzing financial data and transaction records
- Provide clear explanations of financial statements, charges, and payment processes to customers
- Collaborate with internal teams such as Finance, Accounting, Operations, and IT to resolve discrepancies and improve processes
- Maintain accurate records of customer interactions, resolutions, and follow-ups
- Identify recurring issues and recommend process improvements to enhance customer experience and operational efficiency
- Ensure compliance with company policies, financial regulations, and data privacy standards
- Support month end and audit activities by providing documentation and transaction analysis as needed
Customer Relations Manager
Applyboard
Kitchener
09.2020 - 02.2023
- Acted as the primary escalation point for complex customer issues and complaints
- Designed and implemented customer engagement and retention strategies
- Monitored customer satisfaction metrics and feedback to identify trends and improvement opportunities
- Collaborated with Sales, Operations, Finance, and Support teams to ensure seamless customer experiences
- Established and maintained customer service standards, policies, and procedures
- Ensured compliance with company policies, service level agreements (SLAs), and regulatory requirements
Junior Business Analyst
HP Inc
Mumbai, Maharashtra
07.2015 - 04.2019
- Analyzed business and technical requirements to design and support system solutions
- Served as a liaison between business users, developers, and infrastructure teams
- Investigated, diagnosed, and resolved technical issues related to applications, systems and data
- Documented functional and technical specifications, workflows, and system processes
- Supported system implementations, upgrades, and integrations
- Perform data analysis, validation, and reporting to support decision-making
- Ensure systems comply with security, compliance, and governance standards
Education
Post Graduate Diploma - IT Business Analysis
Conestoga College
Kitchener, ON08-2020
Bachelor of Science - Information Technology
St Andrews College
Mumbai, Maharashtra04-2016
Skills
- Financial analysis
- Data reconciliation
- Customer inquiry resolution
- Compliance auditing
- Process improvement
- Customer relationship management
Certification
Lean Six Sigma Green Belt Certification - CSSC
Timeline
Finance Customer Support Analyst:
Challenger Motor Freight
02.2023 - Current
Customer Relations Manager
Applyboard
09.2020 - 02.2023
Junior Business Analyst
HP Inc
07.2015 - 04.2019
Post Graduate Diploma - IT Business Analysis
Conestoga College
Bachelor of Science - Information Technology
St Andrews College