Sean Dsouza

Experience

1. Back Office Advisor

   Tech Mahindra

   Nov 2024 — Present · Mumbai, IN

   Back Office AdvisorTech Mahindra – Three IrelandAs a Back Office Advisor supporting Three Ireland, I manage a diverse range of administrative and customer service functions with a strong focus on operational efficiency and client satisfaction. My responsibilities include handling case management across various work queues, ensuring timely resolution of customer issues, and maintaining high service standards.Tools used: Salesforce, CRM, Helix, Wordplay, MCO, Cloud Citrix, Citrix.Primarily working within the Cancellations and Collections departments, I provide accurate and empathetic support to customers via email, addressing complex queries and ensuring clear communication.Key responsibilities and achievements:Utilize multiple internal systems and tools to process customer requests and action cases efficiently.Coordinate closely with managers and team leaders to implement updates, share feedback, and support continuous process improvement.Maintain detailed records and documentation in line with compliance and quality standards.Proactively contribute to team performance by identifying areas for improvement and suggesting workflow enhancements.This role has strengthened my ability to multitask in a fast-paced environment, collaborate cross-functionally, and deliver results that enhance the overall customer experience.