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Noah DCosta

@noahdcosta

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Operations Manager with Ezki Modern Projects LLC who lifted portfolio ROI 60% and protected OMR 160,000 in revenue.

India

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What I'm looking for

I’ve returned to Hyderabad after eleven years abroad and am bringing my operations experience and stakeholder discipline to my next role.

At Ezki Modern Projects LLC, I owned P&L and service delivery for a 12-asset real estate and facilities portfolio. I lifted ROI from 18% to 29%, protected OMR 160,000 in revenue by resolving a regulatory deadlock, and cut attrition across 110 employees from 22% to 11%.

At VCC India Pvt Ltd, I took over two contact center teams that had gone four months without a leader. I brought first-contact resolution from 70% to 95% in six months and cut repeat contacts by 35%.

At Oman Air, I led a 15-member sales team, beat monthly targets by 110% during peak season, and grew repeat business by 28%. Earlier, at Qatar Airways, I led an international reservations and ticketing team, wrote the crisis-response protocol, and trained 450+ agents.

At General Electric, I reduced average handling time by 25% and found INR 15 lakh in annual savings using DMAIC. I use Power BI and AI tools including Claude, ChatGPT, Arena AI Chat, and Microsoft Copilot for reporting, analysis, and drafting.

Experience

Work history, roles, and key accomplishments

Operations Manager

Ezki Modern Projects LLC

Jan 2020 - Feb 2026 (6 years 1 month)

Owned full P&L and service delivery for a 12-asset, OMR 330,000+ portfolio, working directly with government, legal and vendor stakeholders. Took portfolio ROI from 18% to 29%, resolved a Ministry-level regulatory deadlock in 45 days, and cut workforce attrition from 22% to 11% across 110 employees.

P&L management vendor negotiation Regulatory Compliance Stakeholder Management Cost Reduction Process Improvement Team Leadership Real Estate Operations Facilities Management

Team Lead, Contact Center Operations

VCC India Pvt Ltd

Nov 2017 - Dec 2019 (2 years 1 month)

Took over two 20-agent teams that had gone four months without a leader, and stopped the slide immediately. Brought first-contact resolution back from 70% to 95% in six months using Fishbone and Pareto root-cause analysis, paired with individual development plans.

Call Center Operations Root Cause Analysis Fishbone Pareto Analysis Team Leadership Escalation Management Customer Satisfaction Process Improvement

Supervisor, Sales

Oman Air

Feb 2014 - Jul 2017 (3 years 5 months)

Beat monthly sales targets by 110% during peak season, leading a 15-member team. Grew repeat business by 28% through CRM-driven client relationship programmes and lifted ticket sales by 22%.

Sales Management CRM Customer Relationship Management Team Leadership Revenue Growth

Supervisor, Reservations & Ticketing

Qatar Airways

Aug 2008 - Oct 2013 (5 years 2 months)

Led an international team of 30-plus agents to full IATA compliance, with zero regulatory findings in five-plus years. Wrote the airline's crisis-response protocol and personally trained 450+ agents across 15 batches, cutting incident response time by 40%.

IATA Compliance Reservations Ticketing Crisis Management Team Leadership Training Process Improvement

Process Developer

General Electric

Apr 2004 - May 2008 (4 years 1 month)

Cut average handling time by 25%, from four minutes to three, while holding quality above 98%. Found INR 15 lakh in annual savings across three business units using DMAIC methodology and wrote 25+ SOPs later adopted as the business-unit standard.

DMAIC Lean Six Sigma Process Improvement SOP Development Data Analysis Cost Reduction