1. JOYAL DSOUZA
Mobile: +971565373315-E-Mail: joyal75@gmail.com
Order Management Specialist / Customer Support
Customer Admin services
Career Synopsis
 Professional experience in order management from June 2013 to August 2015, providing rich experience to
Clients, internal departments, external departments and stakeholders
 Worked as Order Management Specialist & Queue Coordinator at Thomson Reuters Corporation, Bangalore; A
multinational media and information firm, where they provide information for businesses and professionals in the
financial, legal, tax and accounting, healthcare, science, and media markets worldwide.
 Expertise in interacting with client/Account mangers and understanding business requirements and analysis of
business problem and opportunity.
 Abilities in handling overall functioning of customer admin services & implementing processes in line with the
guidelines. Handling queries and Creating Quotes for Permissioning of the products for the client, assigning the
request to the respective team and coordinating with team with focus on excelling team targets & service delivery
on time.
 Adept in developing relationships with key decision makers via channel partners/ directly for business
development.
 Possess excellent interpersonal, communication & organizational skills with proven abilities in team management,
customer relationship management.
Core Competencies
Complaint Resolution
Training & Development
Corporate Communications
Quality Service Delivery
 Managing customer service operations for rendering and achieving quality services and providing first line
customer support by resolving their issues, ensuring minimum TAT on each service request.
 Maintaining healthy relationships with customer for updating information and offering best of services .
 Abilities in handling overall functioning of sales and customer support processes & implementing processes in line
with the guidelines.
 Handling queries and Creating Quotes for Permissioning of the products for the client, assigning the request to the
respective team and coordinating with team with focus on excelling team targets & service delivery on time.
 Providing our views on functioning of process, identifying improvement areas and implementing adequate
measures to maximize customer satisfaction level.
 Enhancing customer satisfaction matrices and ensuring speedy resolution of queries & grievances; assessing
customer feedback, evaluating areas of improvements & providing feedback.
 Worked on various complex Permissioning and billing issues as well as on difficult queries for our sensitive clients
over calls / Emails.
 Maintained productive working relationships with all internal and external departments.

2. THOMSON REUTERS June 2013 to August 2015
 Providing solutions for front line queries and resolving them on time.
 Managing customer service operations for rendering and achieving quality services and providing first line
customer support by answering queries & resolving their issues, ensuring minimum TAT
 Building and maintaining good rapport with Client and Account Manager’s ensuring that the services and User
ID are permission for the client’s before the deadline.
 Attended SAP Processor Training provided by Thomson Reuters to solve the billing queries.
 Assign the activities and tasks and add required comments for better processing by Sales people.
 Responsible for performing various quality checks on the data and ensuring the proper quality.
 Exposure in managing & motivating Junior staff & also providing the process knowledge when necessary
 Had been instrumental in taking customer calls and resolving queries. Coordinating with team with focus on
excelling team targets & service delivery on timely basis.
 Maintaining good rapport with middle office, working closely with Reps assigned to each client on the regular
basis to ensure any issues are communicated and addressed quickly
 Attended P.A.S Training (Profession, Accountability, and Service ) provided by Thomson Reuters for effective
communication globally
 Providing Quality Checks for ensuring no errors are done and the request has been completed on time without
missing deadline.
 Part of Customer Admin Learning (Training provided for effective communication, understanding customer
values and customer relationship management)
 Completed Tally ERP 9.0.
Academic Credentials
Currently – Jaipur National university (MBA in HR: 73% aggregate of 3 semester)
2013 – St. Joseph’s College of Commerce, Bangalore. (B.COM:66%)
2010 - St. Mary’s PU College Kundapur, Mangalore, Karnataka. (CEBA: 74%)
2008 - Holy Rosary School Kundapur, Mangalore, Karnataka. (52%)
Computer Skills: Microsoft Excel, PowerPoint, Outlook, C+, SAP & Tally ERP 9.0
Personal Details
Date of Birth : 7rd May 1992.
Gender : Male
Nationality : Indian
Permanent Address : Baretto compound, K.K road Kundapur, Udupi Dist Karnataka – 576201
Marital Status : Single
Passport Number : N1916340
Visa Type : Visit Visa (4th May 2016)
Languages Known : English, Hindi, Kannada, and Konkani
Religion : Christian, Roman Catholic.
Current Address : #5, Chikkabommasandra, Opp Someshwara Temple, Someshwarnagar, Yelahanka New
Bangalore- 560064
DECLARATION:
I hereby declare that, all the information furnished is true to the best of my knowledge and belief.
Joyal Dsouza