Summary
Overview
Work History
Education
Skills
Timeline
Generic

ROSHAN LALWANI

Dubai

Summary

Enthusiastic customer service professional with 15+ years of experience working as a liaison between customer and corporation. Skilled communicator and listener with a knack for remedying conflicts, and keen organizational skills which allow effective delivery of outstanding service. Maintain the highest level of integrity; dedicated to providing reliable and friendly service without compromising the reputation or competencies of the organization. Proven ability to work under pressure and a team player. I strive to build brand awareness and create brand loyalty through honest and effective communication.

Overview

17
17
years of professional experience

Work History

Key Account Manager

RSA Global
06.2023 - 12.2023
  • Sales and Revenue Growth: Develop and implement strategies to maximize revenue and profitability from key accounts
  • Identify opportunities for upselling or cross-selling additional products or services to key clients
  • Meet or exceed sales targets and revenue goals set for key accounts
  • Strategic Planning: Collaborate with the company's leadership team to develop account-specific business plans and strategies
  • Analyse market trends and competition to identify opportunities and threats
  • Develop and execute account plans that align with the company's overall business objectives
  • Negotiation and Contract Management: Negotiate contracts, pricing, and terms with key clients
  • Ensure that contracts and agreements are properly executed and adhered to by both parties
  • Problem Solving: Address and resolve any issues or concerns raised by key accounts
  • Work to overcome obstacles that may hinder the success of the account or the relationship
  • Data Analysis and Reporting: Use data and analytics to track key account performance and identify areas for improvement
  • Prepare regular reports on key account status and present findings to company leadership
  • Team Collaboration: Collaborate with internal teams, such as marketing, product development, and customer support, to deliver on key account needs and expectations.

SENIOR CUSTOMER SERVICE SPECIALIST

FEDEX INTERNATIONAL B.V
02.2009 - 04.2023
  • Key Account Management – Responsible for handling inquiries and cases for associated shipping partners
  • Executive Desk – Responsible for managing and providing resolution for the complaints received from Managers, MD’s, VP's and C- level of management
  • Complaint Desk Resolution – Responsible for handling complaints received from front line call center agents
  • Perform complex troubleshooting as applicable by using dynamic communication skills to identify customers unmet needs and utilizing effective objection handling technique
  • Claims Desk – Responsible for handling and processing claims
  • Training – Providing instant coaching to agents regarding company services and products, quality, customer issues, system training
  • Providing first level assistance and analysis in case of issues impacting customers
  • Visited KSA and Egypt for providing training related to track and trace, package line haul, clearance related issues, Customer Technology training, Claims and complaint handling procedures
  • Auditing Report – Conduct call and email quality audit to identify agent’s strength and opportunities and report findings to Supervisor / Managers
  • Sales Support Desk – Providing support to sales team by resolving customer issues reported to sales team
  • Generating leads for sales team in order to achieve business requirements
  • Attending customer meetings with respective sales account managers to resolve their issues and ensure customer satisfaction
  • Backup – Act as backup to ensure coverage of all functions held by other representatives during periods of both sick and annual leaves
  • Provide complete support for frontline call center, emails and live chats whenever needed and required to meet business needs.

CUSTOMER CARE REPRESENTATIVE - ASSOCIATE

FEDEX INTERNATIONAL
10.2007 - 01.2009
  • Roster – Responsible for handling scheduling function of the department agents, ensuring that the floor has optimum headcounts during peak hours to attain the service level goals
  • Claims – Handling Money Back Guarantee and other claims investigations
  • Training – Buddy coaching and training new agents with departmental procedures
  • Complaints – Responsible for handling customer complaints received from various platforms, viz., sales team, other team agents from same department, Management
  • Managing distribution of emails and service levels.

CUSTOMER CARE EXECUTIVE

VODAFONE INDIA PRIVATE LIMITED
07.2006 - 08.2007
  • Responsible for answering inquiries from customers regarding products and services
  • Handling customer issues
  • Making sure to investigate comprehensively and provide resolution to customers
  • Maintain data of churn, retention and disconnection cases
  • Manage activations, handle postpaid sales
  • Carry out cashier responsibilities.

Education

CERTIFIED INTERNATIONAL SUPPLY CHAIN PROFESSIONAL -

BLUE OCEAN ACADEMY

CERTIFIED INTERNATIONAL SUPPLY CHAIN MANAGER -

BLUE OCEAN ACADEMY

BACHELOR OF COMMERCE - COMPUTER APPLICATIONS

VENKATESWARA OPEN UNIVERSITY

DIPLOMA - AVIATION, HOSPITAILITY AND TRAVEL MANAGEMENT

FRANK FINN INSTITUTE OF AIR HOSTESS TRAINING

Skills

  • Excellent verbal and written communication skills
  • Team player and mentor
  • Operate effectively and professionally in stressful situations
  • Ability to handle multiple task in a high volume, fast paced work environment
  • Solid analytical, critical, thinking and decision making skills
  • Proficient in Microsoft office suite, including Excel, Word, PowerPoint
  • Excellent problem solving skills
  • Good organizational skills and self- disciplined to manage workflow

Timeline

Key Account Manager

RSA Global
06.2023 - 12.2023

SENIOR CUSTOMER SERVICE SPECIALIST

FEDEX INTERNATIONAL B.V
02.2009 - 04.2023

CUSTOMER CARE REPRESENTATIVE - ASSOCIATE

FEDEX INTERNATIONAL
10.2007 - 01.2009

CUSTOMER CARE EXECUTIVE

VODAFONE INDIA PRIVATE LIMITED
07.2006 - 08.2007

CERTIFIED INTERNATIONAL SUPPLY CHAIN PROFESSIONAL -

BLUE OCEAN ACADEMY

CERTIFIED INTERNATIONAL SUPPLY CHAIN MANAGER -

BLUE OCEAN ACADEMY

BACHELOR OF COMMERCE - COMPUTER APPLICATIONS

VENKATESWARA OPEN UNIVERSITY

DIPLOMA - AVIATION, HOSPITAILITY AND TRAVEL MANAGEMENT

FRANK FINN INSTITUTE OF AIR HOSTESS TRAINING

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