Jospin Sonawane
Dubai,UAE
Summary
Grievance and Escalation Specialist with a strong record of resolving customer complaints efficiently while
meeting service KPIs and quality standards. Expertise in Negotiation, Complaint handling, and Service recovery,
with the ability to work in fast-paced, multicultural environments. Recognized for strong communication and
problem-solving skills that enhance customer satisfaction and retention. Seeking to leverage my experience in a
customer-centric organization to drive service excellence and support business growth.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work history
Operations Supervisor
RS Hospitality
Maharashtra
2025.05 - 2026.03
- Supervised daily operations including front desk and ensured high levels of guest satisfaction.
- Handle guest complaints and resolved issues professionally.
- Supervise and coordinate staff schedules and duties.
- Prepared daily operational reports and tracked performance metrics.
- Supported upselling of services and amenities to enhance guest experience and revenue.
Escalation Specialist
People Interactive Pvt. Ltd.
Mumbai, Maharashtra
2023.07 - 2025.05
- Managed grievance, escalation, and consumer complaints, including CEO desk and legal cases for international clients.
- Achieved a 98% resolution rate on escalated cases within target timelines.
- Coordinated with internal teams to ensure timely resolution and compliance with policies.
- Oversaw and trained junior team members to improve complaint-handling efficiency.
- Awarded Top Performer of the Month for achieving KPIs and resolving escalations efficiently.
Customer service and sales representative
AEGIS LTD.
Pune, Maharashtra
2021.07 - 2022.12
- Managed high-volume calls, maintaining composure and professionalism.
- Promoted and sold insurance products to meet business targets.
- Handled client queries, escalations, and grievance cases to ensure customer satisfaction.
- Achieved recognition as 'Employee of the Month' for outstanding service.
Lead Generation Executive
Excelsior Research Pvt. Ltd.
Pune, Maharashtra
2019.08 - 2021.07
- Conducted market research to identify new lead opportunities.
- Generated and qualified leads for the sales team, improving conversion rates.
- Converted prospects into sales opportunities by effectively pitching services.
- Achieved sales KPIs including lead conversion, revenue contribution, and client acquisition.
Education
Bachelor of Science -
SBCE
India 2017.03 - 2019.03
Skills
- Customer Retention
- Lead Generation & Prospecting
- Revenue Growth Support
- Complaint Handling & Resolution
- Email & Chat Support Tools
- Adaptability & Flexibility
- Upselling & Cross-Selling
- Customer-Focused Approach
- Attention to detail
- Familiarity with industry-specific software
Languages
English
Fluent
Hindi
Native
Marathi
Native
Spanish
Beginner
Timeline
Operations Supervisor
RS Hospitality
2025.05 - 2026.03
Escalation Specialist
People Interactive Pvt. Ltd.
2023.07 - 2025.05
Customer service and sales representative
AEGIS LTD.
2021.07 - 2022.12
Lead Generation Executive
Excelsior Research Pvt. Ltd.
2019.08 - 2021.07
Bachelor of Science -
SBCE
2017.03 - 2019.03