Rickson Misquitta

Operations Associate

Mumbai, Maharashtra, India22 yrs 9 mos experience

Highly Stable

Key Highlights

Over 20 years of experience in Customer Services.
Proven ability to improve operations and increase profitability.
Strong commitment to team building and customer satisfaction.

Stackforce AI infers this person is a Customer Service Operations Manager with extensive experience in BPO and Shipping industries.

Contact

Skills

Core Skills

Operations ManagementCustomer Service

Other Skills

KPI managementPerformance managementStakeholder managementProcess improvementProfit and Loss managementCustomer satisfactionClient Relations SkillsManage Client RelationshipsManaging multiple locationsBPOTeam Management

About

Professional with experience of over 20 years, in Customer Services, including Management of entire Cluster Customer service, Email Management, Customer Support (Voice), Technical Support (Voice), Back office (Case management) and Outbound telemarketing in Shipping and BPO industry. Proven ability to build solid relationships with Front Line, Cluster Managers, clients, and organisation's to ensure customer satisfaction. Ability to prioritise and operate proactively using quality improvement techniques with an in depth understanding of emerging technologies and their commercial applications. Excellent liaising and decision-making abilities at high demand situations. Enjoy working with diverse population and maintaining good rapport. Demonstrated ability to improve operations and increase profitability with a strong commitment to positive work ethics and team building.

Experience

22 yrs 9 mos

Total Experience

6 yrs 10 mos

Average Tenure

3 yrs 3 mos

Current Experience

Airbnb

Regional Operations Manager - India

Feb 2023 – Present · 3 yrs 3 mos · Mumbai, Maharashtra, India · Remote

Building and driving virtual teams of outsourced customer service partners (India region). Using scalable performance management processes to own the service delivery performance metrics that the partners produce in a specific region or market. KPI management and continuous improvement for the region

Operations ManagementKPI managementPerformance management

Maersk global service centres

3 roles

Cluster Service Delivery Manager - North West Continent Area

Dec 2019 – Mar 2023 · 3 yrs 3 mos

Cluster Lead for Safmarine (South Africa Cluster)

Apr 2015 – Feb 2023 · 7 yrs 10 mos

Responsible for the Customer Service team for South African and Island Cluster (9 countries) along with Turkey and Morocco for Safmarine.

Export Manager

Apr 2015 – Dec 2019 · 4 yrs 8 mos

Handling Booking, Documentation and Cargo readiness and vessel recon for 40 countries (15 clusters) for Med and North Europe region. Stake holder management for the above mentioned clusters

Maersk

Manager Export

Apr 2015 – Jan 2023 · 7 yrs 9 mos · Mumbai Metropolitan Region

Leading the Cluster/Country teams in Global Service Centers for Customer Service migrations
Monitoring Business Metrics & constantly identifying areas of Improvement
Developing/Enhancing the relevant business metrics that meets the business goals and objectives
Identifying pain areas for the Cluster and work on improvements plans
Developing and implementing projects to improve the cluster score card and baseline for process measures
Jointly working with the clusters to identify improvement projects that can add value to the Commercial and business prospects to the clusters.
Enhancing Customer Experience and instill a customer focused mindset within the team
Leading / implementing global projects and improvement initiatives
Deploying and demonstrating the company’s values based leadership
Accountable to Motivate, coach and empower staff

Customer ServiceStakeholder managementProcess improvement

Ibm global process services

Sr.Manager Ops

Dec 2005 – Aug 2014 · 8 yrs 8 mos · Mumbai

Responsible for Managing/Handling entire operations for the process located at Mumbai Centre
Managing and achieving the Top Line and Bottom of the Profit and Loss for the account.
Optimizing Reward and Penalty opportunities, ensuring there are no penalties and drive maximum rewards.
Meeting all Contractual/ Non Contractual/ Customer sensitive metric targets and ensure that account is at the top in the competitive vendor ranking.Meeting/Exceeding client expectations, delivering relevant and compelling solutions, and delight clients with superior quality service.Being responsiveness to customer issues as measured through CSAT surveys' VOC scores.
Attending and preparing Weekly, Monthly and Quarterly reviews with the clients.Driving Revenue per Head Count and Cost per Head Count.Active participation in cost take out and managing the productivity and cost efficiency.Optimizing Cost/LOB and achieving Pricing case Seat Utilization
Proactive Capacity Utilization to ensure staffing is maintained within required range.
Ensuring delivery is predictable and consistent to achieve growth and customer satisfaction.
Driving all efficiency metrics to minimize leakage (Agent Utilization, Agent Occupancy, Attendance percentage, Break percentage, Billable Head Count, Actual Head Count, Required Head Count)

Operations ManagementProfit and Loss managementCustomer satisfaction