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Horace Dcouto

Horace Dcouto

Senior Executive of Service Operations

Customer Service / Support

Bengaluru, Bengaluru Urban

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About Horace Dcouto:

Strategic and results-driven Executive of Service Operations with 20 + years of global experience leading high-impact service delivery, digital transformation, and customer success strategies across MEA, APAC, LATAM, and Europe. Proven track record in P&L ownership (€38M+), global team leadership (120+ vendors & engineers), and predictive maintenance solutions. Expertise in ISO 9001:2015, AI-driven customer analytics, Salesforce CRM, and large-scale digital transformations. Passionate about driving service innovation, operational excellence, and customer experience improvements, achieving NPS scores of 92% and multimillion-dollar revenue growth in Fortune 500 environments

Experience

Strategic and results-driven Executive of Service Operations with 20 + years of global experience leading high-impact service delivery, digital transformation, and customer success strategies across MEA, APAC, LATAM, and Europe. Proven track record in P&L ownership (€38M+), global team leadership (120+ vendors & engineers), and predictive maintenance solutions. Expertise in ISO 9001:2015, AI-driven customer analytics, Salesforce CRM, and large-scale digital transformations. Passionate about driving service innovation, operational excellence, and customer experience improvements, achieving NPS scores of 92% and multimillion-dollar revenue growth in Fortune 500 environments

Education

Educational Qualifications & Certifications
📍 Leadership & Operations Management
      Executive Leadership Development – Dubai Knowledge Park
      Program Management (IPM)
      Diploma in Industrial Electronics – Telegraph & Wireless India
📍 Quality, Compliance & AI/Cloud Certifications
      Google Cloud Digital Cloud Leader | Generative AI for Business Leaders
      ISO 9001:2015 Lead Auditor & Implementor | BS OHSAS 18001:2007
      ITIL 4, Agile, Digital Transformation, Change Management
📍 ERP & CRM Systems
      Salesforce (CRM), SAP (ERP), JDE
📍 Languages
      Fluent in 7 languages | Open to 25% monthly travel
 

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