James D Souza
New Lynn,New Zealand
Summary
I enjoy working in a customer service environment. Staying calm and patient, apart from delivering exceptional customer service, is something I have learned in my 24 years of experience. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
30
30
years of professional experience
Work History
Optometry Technician
Te Whatu Ora
Greenlane, Auckland
04.2025 - Current
- Provided visual field testing to evaluate peripheral vision and detect abnormalities.
- Screened patients for issues and eye diseases, checking visual acuity, color plates, pupil dilation.
- Led patients to exam rooms, collected medical histories and asked questions regarding health and current medications to provide physicians with optimal initial data.
Hospital Supporter
Te Whatu Ora
07.2022 - 04.2025
- Delivered non-clinical support to Ward 67 by executing delegated tasks from Charge Nurse.
- Maintained a safe, clean, and well-stocked clinical environment.
- Ensured equipment and furniture were in optimal working condition through regular inspections.
- Monitored repairs and managed equipment loans to uphold functionality.
- Ordered supplies to meet established stocking requirements efficiently.
- Facilitated nonclinical support for Charge Nurse by organizing systems requests effectively.
- Escalated safety concerns promptly to area lead, ensuring patient and staff welfare.
Team Leader
Flight Centre Travel Group
03.2020 - 08.2020
- Transitioned into new position shortly before lockdown, resulting in eventual redundancy in August 2020
Asst. Team Leader
Auckland Transport
06.2017 - 03.2020
- Supported Service Centre Team Leader in managing customer-facing operational team to achieve CSC vision.
- Managed team of 10 to 15 staff across multiple locations and varied rosters.
- Handled escalations related to Auckland Transport products, trains, and bus disruptions.
- Conducted daily cash reconciliations, investigating any discrepancies.
- Participated in recruitment processes for new staff members.
- Encouraged staff to educate customers on online service usage.
- Addressed customer complaints promptly to enhance satisfaction.
- Chaired Health, Safety, and Well-being committee, attending regular meetings with CEO and ELTs.
- Utilized problem-solving skills when dealing with difficult situations or customer complaints.
- Managed conflict resolution within the team to maintain a positive work environment.
- Offered training and support to keep team members motivated and working toward objectives.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Championed the adoption of new technologies to improve team productivity and service delivery.
- Trained new team members, tracked current team members' skills achievement, verified safe operating practices and reported and analyzed work-related injuries.
Collections Officer
Inland Revenue
05.2014 - 06.2017
- Ensured timely filing and completion of taxpayer returns while investigating discrepancies per company policy.
- Proactively engaged customers and advisors to recover outstanding debts and unfiled returns.
- Executed diverse collection actions, including legal interventions like liquidations and bankruptcies.
- Conducted customer outreach across various tax types and social policies.
- Owned assigned return and debt collection tasks, meeting quality standards within deadlines.
- Delivered accurate, completed responses to internal and external clients in a timely manner.
- Identified process improvement opportunities and escalated impactful issues with recommended solutions.
- Adhered to Inland Revenue's policies, including Code of Conduct and Health and Safety regulations.
- Collected delinquent accounts by contacting customers via telephone, email and mail.
- Managed multiple accounts simultaneously while meeting established deadlines.
- Negotiated settlements with customers while adhering to state regulations governing collections.
- Analyzed customer financial situations to negotiate payment plans and settlement agreements.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Operated within parameters outlined by Fair Debt Collection Practice Act to pursue payments.
- Monitored and located debtors by using automated systems.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
Senior Technical Support
HP International
10.2008 - 09.2012
- Managed 8 tech support representatives to enhance team performance and retention.
- Customized loyalty programs to increase order values and minimize costs.
- Developed membership rewards and continuity programs for customer engagement.
- Conducted customer and prospect profiling to tailor services effectively.
- Oversaw order management, including returns requests and maintenance processes.
- Handled payments and refunds to ensure accurate financial transactions.
- Resolved complaints and issues promptly to maintain customer satisfaction.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Exceeded customer satisfaction by finding creative solutions to problems.
Restaurant Manager
Massarella Group, Josephs Restaurant. UK
08.2006 - 05.2008
- Managed operations of 160-seat multi-cuisine restaurant, ensuring optimal service quality.
- Achieved 5 STAR rating for health and safety from council in March 2008.
- Conducted staff training to enhance service delivery and operational efficiency.
- Oversaw shift scheduling, attendance tracking, and timesheet management.
- Addressed guest requests and resolved complaints to maintain satisfaction levels.
- Maintained detailed records of sales transactions and daily shift reports.
- Monitored stock levels of ingredients to ensure timely delivery of fresh produce.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Analyzed financial statements to identify areas of improvement or cost savings opportunities.
- Conducted weekly team meetings to discuss performance issues and provide feedback.
- Adhered to all health department regulations regarding food storage and preparation.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Inspected dining room area regularly for cleanliness and adherence to safety standards.
- Assisted with kitchen preparation during peak times as needed.
- Managed accounts payable, accounts receivable and payroll.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Restaurant In-Charge
Sheraton Oman Hotel,Oman
08.2001 - 05.2006
- Managed staff training and attendance tracking for multiple shifts and timesheets.
- Handled guest requests and complaints for two restaurants, ensuring prompt resolution.
- Facilitated effective communication between kitchen, restaurants, and department to enhance service delivery.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
Banquets Co-Ordinator
Radisson SAS/Sheraton Dubai
01.1998 - 11.2000
- Handling Banquets Functions and making Sales calls for the hotel.
- Maintained accurate records of payments, supplies, event details, and other related information.
- Monitored inventory levels of supplies used during banquets such as linens, flatware, and glassware, ordering additional items as needed.
- Collaborated closely with clients throughout the planning process; addressed concerns promptly and professionally.
- Provided exceptional customer service to ensure client satisfaction with all aspects of the event.
- Managed catering staff by assigning tasks, providing training on proper table settings, and monitoring performance during events.
- Negotiated contracts with vendors for services such as entertainment, equipment rental, and decorations, ensuring cost efficiency.
- Assisted with menu selections by suggesting dishes that complement the overall theme or atmosphere of the event.
- Supervised setup and breakdown operations at venues prior to and after events; ensured that all areas were properly cleaned.
- Created detailed budgets for each event based on anticipated expenses from venue fees to staffing costs.
- Reviewed feedback from guests regarding their experiences at banquets; incorporated suggestions into future plans.
- Planned seating arrangements according to guest lists provided by clients while considering accessibility needs.
- Designed custom private function and banquet packages for business dinners, sales presentations, club meetings, weddings and charity events.
- Supervised food preparation, delivery, and quality to ensure satisfaction.
- Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.
- Monitored banquet equipment condition, arranging for maintenance or replacements as needed.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Management Trainee
Kempenski Hotel Group
01.1996 - 12.1997
- Worked across all departments in the hotel completing my apprenticeship.
- Conducted market research to identify new business opportunities.
- Developed and implemented marketing strategies to increase customer base.
- Developed and maintained relationships with vendors and suppliers.
- Shadowed managers to gain understanding of organizational expectations and management techniques.
- Enhanced leadership abilities through training and hands-on task completion.
- Engaged in customer service initiatives to improve client satisfaction levels.
- Participated in leadership training sessions to develop managerial skills.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Skills
- Excellent communication skills: oral and written (English)
- Planning and organization ability
- An eye for detail
- Decision-making ability
- Management, supervision, and direction of staff
- Time management
- Staying calm under pressure
References
References available upon request.
Timeline
Optometry Technician
Te Whatu Ora
04.2025 - Current
Hospital Supporter
Te Whatu Ora
07.2022 - 04.2025
Team Leader
Flight Centre Travel Group
03.2020 - 08.2020
Asst. Team Leader
Auckland Transport
06.2017 - 03.2020
Collections Officer
Inland Revenue
05.2014 - 06.2017
Senior Technical Support
HP International
10.2008 - 09.2012
Restaurant Manager
Massarella Group, Josephs Restaurant. UK
08.2006 - 05.2008
Restaurant In-Charge
Sheraton Oman Hotel,Oman
08.2001 - 05.2006
Banquets Co-Ordinator
Radisson SAS/Sheraton Dubai
01.1998 - 11.2000
Management Trainee
Kempenski Hotel Group
01.1996 - 12.1997
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