Eulia Dias
@euliadias
Experienced customer service leader with 20+ years driving team performance and client satisfaction.
IndiaWhat I'm looking for
I am an experienced customer service professional with over 20 years in customer care, team leadership, and client relationship management across fitness, finance, and aviation sectors. I consistently meet performance targets and maintain high service quality while handling escalations and client reviews.
My background includes frontline customer support, sales-driven membership growth, and managing multiple teams—overseeing reporting, rostering, audits, and process documentation to improve operational efficiency. I have trained and coached staff, created process manuals, and led initiatives that reduced backlogs and improved SLA adherence.
I bring strong communication skills (including UK-accent training and BULATS), MS Office proficiency, and multilingual ability in English, Hindi, Marathi, and Konkani. I seek roles where I can apply my leadership and customer-experience expertise to drive team performance and deliver measurable service improvements.
Experience
Work history, roles, and key accomplishments
Customer Care Executive
FIS Global Ltd.
Mar 2023 - Jul 2023 (4 months)
Handled inbound calls from Australian customers for travel card accounts, resolving balance, transaction history, and activation queries while consistently meeting quality benchmarks.
Senior Customer Relationship Executive
Horizon Fitness LLC
Jun 2015 - Jan 2018 (2 years 7 months)
Achieved sales targets for new and renewed memberships and personal training packages, managed membership formalities and daily cash flow, and conducted follow-ups to measure client satisfaction.
Assistant Manager – Operations
WNS Global Services Pvt. Ltd.
Apr 2012 - Jul 2013 (1 year 3 months)
Managed two teams totaling 21 members for Virgin Atlantic Airways, prepared operational reports, handled client reviews and audits, and optimized team performance through rostering and recognition.
Team Leader
WNS Global Services Pvt. Ltd.
Sep 2005 - Apr 2012 (6 years 7 months)
Led Customer Relations correspondence and admin units (12 members), managed escalations and reporting, conducted appraisals, identified training needs, and created process manuals for new hires.
Senior Customer Service Representative
GTL Ltd.
Nov 2000 - Sep 2005 (4 years 10 months)
Sold life insurance policies to UK clients and managed outbound/inbound service campaigns, escalations, back-office tasks, and team performance reporting.
Customer Relations Representative
DSA of Orix Auto Finance Ltd.
Jan 2000 - Oct 2000 (9 months)
Generated sales leads, prepared daily reports, supervised the team in manager's absence, and trained new hires to support auto finance operations.
Education
Degrees, certifications, and relevant coursework
UMUniversity of Mumbai
Bachelor of Commerce, Commerce
Grade: 58.28%
Completed a Bachelor of Commerce focusing on commerce and business subjects, awarded in 1999 with 58.28% aggregate.
Mumbai Board
Higher Secondary Certificate, General (HSC)
Grade: 65.00%
Completed Higher Secondary Certificate (HSC) in 1996 with 65.00% aggregate.
Mumbai Board
Secondary School Certificate, General (SSC)
Grade: 79.28%
Completed Secondary School Certificate (SSC) in 1994 with 79.28% aggregate.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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