Keegan Dsouza

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.

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.
 

COMPLETED COURSEWORK TOWARDS CERTIFICATION IN LOGISTICS & TRANSPORTATION    
Amity University, Dubai    September 2022

Relevant Coursework
 Basic Management Skills   Advanced Management Skills
 Basic Supply Chain Management    Advanced Supply Chain Management 
 New Age Skills for Supply Chain and Logistics