James Dsouza

I am a Training Specialist with hands-on experience in Learning & Development, customer experience, and service excellence across aviation, contact centre, and service-driven environments. I specialise in designing and delivering practical training programs that improve communication, customer handling, performance, and professional behaviour.

My background in aviation and frontline operations has given me a strong understanding of high-pressure, customer-facing roles, which I bring into my training approach through real-world scenarios, coaching, and interactive facilitation. I enjoy working closely with teams to identify skill gaps, support continuous improvement, and help individuals build confidence and capability in their roles.

I am passionate about people development, effective learning, and creating training experiences that translate directly into better performance and service outcomes.

I have over 10 years of experience across aviation, customer service, and learning & development, with a strong focus on training delivery, service excellence, and people capability building. I have worked in high-pressure, customer-facing environments, supporting frontline teams through onboarding, refresher training, coaching, and performance improvement initiatives.

My experience includes delivering soft skills, customer experience, communication, and professional behaviour training, as well as supporting learning needs analysis, training coordination, and effectiveness tracking. With a background in aviation and contact centre operations, I bring a practical, real-world approach to training that helps teams apply learning directly to their roles and improve service outcomes.

I hold a Bachelor of Arts from the University of Mumbai, along with a Diploma in Aviation & Hospitality. I am also Train-the-Trainer certified and have completed professional training in soft skills, service excellence, communication, and learning facilitation, supporting my work in learning and development and training roles.