Summary
Work History
Education
Skills
Timeline
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SAMSON JOHN CUTINHO

SAMSON JOHN CUTINHO

London,ON

Summary

Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Work History

Customer Service Associate

Bill Gosling Outsourcing
12.2022 - 05.2023
  • Nature of Business: Helping CAA members with roadside assistance through telephone support
  • Managed over 50 customer calls per day with positive attitude and focus on customer satisfaction
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Informed customers about special promotions and provided detailed information for various products
  • Handled billing and payment issues following guidelines, resolving disputes properly
  • Utilized internal software and tools to meet customer needs and resolved issues promptly

Team Lead

Bread Financial, Alliance Data Card Services
  • Nature of Business: Managing Card Operations for brands by ensuring inventory, reconciliation, invoicing, ordering collateral's and gift cards are completed accurately
  • Directed and supervised team of 8 engaged in managing card operations
  • Managed multiple processes, stakeholders and reporting to achieve organizational goals
  • Delivered leadership and management directions to meet assigned targets within deadlines
  • Monitored and created daily, weekly and monthly reports related to process
  • Building rapport and maintaining client relationships within financial industry
  • Supervised team members to confirm compliance with set procedures and quality requirements
  • Trained new team members by relaying information on company procedures and safety requirements
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
  • Created and managed project plans, timelines and budgets
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials

Senior Consultant/Process Lead

Australia New Zealand Bank
  • Nature of Business: Assisting ANZ bank credit card, savings and mortgage account queries, issues and complaints of customers through email and telephone support
  • Managed daily banking operations, and demonstrated use of digital/self-service banking options
  • Developed systems of organization and efficiency to increase production by 40%
  • Managed client calls, escalations, and complaints, and resolved them within SLA
  • Delivered accurate and excellent customer service by solving client bank account enquiries
  • Enhanced multiple processes to improve customer experience and generate revenue
  • Reduced customer complaints and dissatisfied stakeholders by effective calibrations and
  • Assisted Manager in planning, forecasting, and analyzing operational and service management metrics and reports
  • Implemented new workflow tool and managed high volume period with effective capacity management
  • Supervised processes to eliminate weak points or bottlenecks in business operations
  • Met production targets and tight deadlines by collaborating closely with team members
  • Collaborated with other departments to optimize production workflows
  • Conducted cross-training for associates for different teams within department

Analyst/Process Lead

Altisource Portfolio Solutions
  • Nature of Business: Marketplace, a transaction solutions provider for real estate, mortgage and consumer debt industries
  • Managed client calls, escalations and complaints and resolved them within SLA
  • Achieved timely and accurate processing of requests by effective allocation of work
  • Maintained Process Guides and engaged in stakeholder/process owner sign-offs
  • Mapped process workflows to enhance understanding of procedures
  • Trained Vendors and teams globally on new software applications
  • Prepared Training Manuals, Scripts and Process Maps
  • Involved in the development of Automation which reduced SLA & Cost
  • Managed quality assurance initiatives

Education

Bachelor's Degree - Hospitality Management

Srinivas College
India

Higher Secondary - Commerce

St. Aloysius College
India

Skills

  • Customer Relationship Management
  • Computer Literacy and Technical skills
  • Organization and Analytical skills
  • Quality Control
  • Problem Solving and Critical Thinker
  • Interpersonal and Communication skills
  • Complaint Resolution
  • Key Performance Indicators (KPI)
  • Process Improvement Initiatives
  • Resource Allocation
  • Performance Improvement
  • Performing Evaluations

Timeline

Customer Service Associate

Bill Gosling Outsourcing
12.2022 - 05.2023

Team Lead

Bread Financial, Alliance Data Card Services

Senior Consultant/Process Lead

Australia New Zealand Bank

Analyst/Process Lead

Altisource Portfolio Solutions

Bachelor's Degree - Hospitality Management

Srinivas College

Higher Secondary - Commerce

St. Aloysius College

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SAMSON JOHN CUTINHO