Edward Anthony Rajan
Dubai,United Arab Emirates
Summary
Experienced in customer relationship management with proficiency in CRM software, skilled in product demonstration and client retention. Adept at multitasking and maintaining professional telephone etiquette, with a strong background in B2B sales and problem-solving. Committed to enhancing client satisfaction and driving business growth through effective communication and strategic solutions.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Senior sales coordinator
Crystal Gallery LLC
Dubai, United Arab Emirates
11.2023 - Current
- Managed end-to-end sales process, from lead generation to order fulfillment, ensuring seamless customer experience.
- Responded to inbound sales inquiries, providing product/service information and guiding potential clients through sales process.
- Assisted sales team in qualifying leads, conducting initial assessments and scheduling follow-up meetings.
- Processed and tracked sales orders, ensuring timely delivery and high customer satisfaction.
- Maintained and updated CRM systems to track customer interactions, sales pipeline, and follow-ups.
- Coordinated with internal teams to prepare quotes, proposals, and presentations tailored to client needs.
- Acted as key point of contact for clients, addressing inquiries, resolving issues, and building strong customer relationships.
- Developed and nurtured relationships with key accounts to drive repeat business and long-term partnerships.
- Generated sales reports and forecasts, analyzing customer data and market trends to identify business opportunities.
- Assisted in contract negotiations and documentation, ensuring accuracy and compliance with company policies.
- Collaborated with internal departments (logistics, finance, and marketing) to streamline operations and improve service delivery.
- Trained and mentored junior sales coordinators, ensuring alignment with company objectives and best practices.
- Supported business development initiatives by identifying potential clients and assisting in lead qualification.
- Assisted in developing and implementing sales policies and procedures to enhance efficiency and drive revenue growth.
- Managed 50% of inquiries to convert into sales.
Customer relations manager
The Prem group
Kolkata/Jharkhand/Delhi, India
08.2016 - 03.2023
- Managed daily office operations, including scheduling, correspondence, and document preparation, while maintaining organized and confidential records.
- Acted as point of contact for customer inquiries, complaints, and escalations, ensuring timely resolution and high satisfaction levels.
- Built and maintained strong relationships with key clients, enhancing retention and customer loyalty through personalized engagement strategies.
- Developed and implemented customer service policies and office procedures to improve overall efficiency and client experience.
- Coordinated meetings, travel arrangements, and executive calendar management to streamline workflow.
- Drafted, proofread, and prepared reports, emails, invoices, and financial documents with attention to detail and professionalism.
- Led customer retention strategies, reducing churn and increasing repeat business through proactive relationship management.
- Monitored customer feedback, analyzed data, and worked with teams to implement service and process improvements.
- Assisted in contract negotiations and collaborated with sales teams to identify customer needs and upsell relevant products/services.
- Supervised and trained customer service and administrative staff, fostering ahigh-performance and customer-centric culture.
- Implemented and managed CRM software, improving customer tracking and engagement strategies.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Google Workspace, CRM systems, and database management for efficient reporting and documentation.
Senior customer care executive
Cegura Technology Private Limited
Kolkata, India
06.2014 - 07.2016
- Managed a high volume of inbound calls, ensuring swift response times.
- Provided technical support for customer issues, demonstrating problem-solving skills.
- Maintained a professional demeanor during challenging customer interactions, maintaining calm under pressure.
- Handled customer queries focused on first-call resolution.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Fulfilled administrative duties such as filing, copying, and faxing documents when required.
- Reached out to established clients to follow up after sales and offer new products and services.
- Documented customer contacts in CRM for use in further interactions or actions.
Education
High School Diploma - Economics
St. George's School
India 04.2008 - 03.2010
Bachelor of Business Administration - Principle of Management
St. Peter's College
India 04.2011 - 03.2014
Skills
- Customer relationship management
- CRM Software proficiency
- Product demonstration
- Client retention
- Multitasking
- Telephone etiquette
- B2B sales
- Problem Solving
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Languages
English
Fluent
Hindi
Fluent
Bengali
Fluent
Tamil
Upper intermediate
Affiliations
- Reading books
- Surfing internet
Timeline
Senior sales coordinator
Crystal Gallery LLC
11.2023 - Current
Customer relations manager
The Prem group
08.2016 - 03.2023
Senior customer care executive
Cegura Technology Private Limited
06.2014 - 07.2016
Bachelor of Business Administration - Principle of Management
St. Peter's College
04.2011 - 03.2014
High School Diploma - Economics
St. George's School
04.2008 - 03.2010
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