James Dsouza
Trainer - Learning & Development
About
James Dsouza is a Customer Experience and Training Specialist with over 14 years of experience in aviation and BPO environments. He specializes in training delivery, real-time coaching, and frontline performance improvement, leveraging his expertise as a Subject Matter Expert to enhance customer satisfaction and quality. He has a proven track record of supporting teams and driving significant improvements in key performance indicators. He is seeking opportunities to apply his comprehensive skill set in a challenging new role.
Experience
Trainer - Learning & Development
Dec 2023 – Dec 2025 · 2 yrsIntouchCX
- Delivered training on compliance, systems, and customer experience for cabin crew and airport team.
- Reduced new hire ramp time by ~25% through structured onboarding programs.
- Improved customer satisfaction scores by ~15% via targeted coaching interventions.
Trainer - Learning & Development
Aug 2022 – Nov 2023 · 1 yr 3 mosTeleperformance India Pvt. Ltd · Mumbai
- Delivered training programs focused on customer engagement and sales performance.
- Improved conversion rates by ~18% through structured coaching and sales enablement.
- Increased CSAT scores by ~12% through targeted soft skills training.
Core Trainer & Quality Analyst
Jan 2020 – Dec 2022 · 2 yrs 11 mosJet Airways India Pvt. Ltd · Mumbai
- Delivered training and coaching for customer service and sales teams.
- Improved QA scores by ~20% through structured coaching and feedback.
- Reduced repeat errors by ~30% via targeted training interventions.
Cabin Supervisor – First & Business Class Operations
Dec 2006 – Apr 2019 · 12 yrs 4 mosIndigo Airlines (Interglobe Aviation Pvt Ltd) · Mumbai
- Led teams of 5–6 crew members delivering premium customer experience.
- Maintained consistently high customer satisfaction across international routes.
- Managed escalations and ensured seamless service delivery in high-pressure situations.
Skills
Learning & Development
Collaboration & Management
Technical & Business Tools
Customer Engagement & Quality
Languages
Education & Certifications
Bachelor of Arts
Mumbai University
Diploma in Aviation and Hospitality
AHA Institute