Keegan Dsouza

Senior lead - Customer Relations

كفاءة

Dubai, دبيعضو منذ ١٤ سبتمبر ٢٠٢٣

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نبذة

I believe I would be an excellent fit for the related positions that may be available.

I am skilled and highly motivated professional with experience in logistics, freight forwarding, and transportation sectors. I have previously worked with FedEx and Aramex and is passionate about the supply chain industry. I am enthusiastic about exploring new opportunities and continuing to grow in this field.

الخبرة

LEAD SENIOR CUSTOMER SERVICE SPECIALIST FedEx Express, UAE

Dubai May 2014 - May 2023

 Reporting to the Customer Services Manager, as the second in command, responsible for assisting with overseeing all aspects of the day-to-day customer services for FedEx operations in Dubai.  Accountable for delivering the KPI's/deliverables, to ensure the growth of the business in line with budgetary targets.

 As the team lead of 14 direct reports, accountable for providing day to day direction and support to the team including performance management and onboarding new staff.  Escalating and following up complaints as required

Accountable for the review and management of call time and customer complain propose process improvements leading to improved organizational efficiency.

 Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.  Trained new staff on customer service processes and procedures, resulting in improved efficiency.

 Cross-trained to provide backup for other customer service representatives out due to illness or vacation.  Created detailed reports on customer feedback and complaints for management review.

 Referred unresolved customer grievances to designated departments for further investigation.  Monitored daily performance metrics such as average speed of answer, abandonment rate, first contact resolution, ensuring goals were met or exceeded.