Leroy Dsouza
About Leroy Dsouza
Leroy Dsouza is a Frontline Team Lead at Etraveli Group in Pune, Maharashtra, India, with a strong background in service delivery and people management within contact centers. He has over a decade of experience in the industry, having previously held positions at WNS Global Services and Convergys.
Current Role at Etraveli Group
Leroy Dsouza has been serving as the Frontline Team Lead at Etraveli Group since 2017. His role involves overseeing customer service operations and ensuring high-quality service delivery. Based in Pune, Maharashtra, India, he manages a team focused on both voice and non-voice customer interactions. His responsibilities include workforce management and implementing strategies to control attrition within the team.
Previous Experience at WNS Global Services
Prior to joining Etraveli Group, Leroy Dsouza worked at WNS Global Services for 11 years, from 2005 to 2016. He held the position of Deputy Manager, where he developed his skills in service delivery and people management within contact centers. His extensive experience in this role contributed to his expertise in managing customer service operations.
Early Career at Convergys
Leroy Dsouza began his career at Convergys, where he worked as a Customer Service Associate (CSA) from 2004 to 2005. This role provided him with foundational experience in customer service, which he built upon in his subsequent positions. His early exposure to the industry laid the groundwork for his later achievements in service delivery.
Educational Background
Leroy Dsouza completed his Bachelor of Commerce (B.Com.) degree at the University of Pune from 2001 to 2004. Prior to that, he attended Our Own English High School from 1990 to 1999. His education has equipped him with the knowledge and skills necessary for a successful career in commerce and management.
Skills and Expertise
Leroy Dsouza possesses a strong background in service delivery and people management within contact centers. He has expertise in managing both voice and non-voice customer service operations. Additionally, he has developed skills in workforce management and attrition control, which are essential for maintaining efficient team performance.