Roque Pereira
Mumbai,India
Summary
Dynamic and results-driven professional with a strong focus on business development and client acquisition. Demonstrates expertise in team leadership and development, fostering cross-functional collaboration to achieve strategic goals. Skilled in sales and contract negotiation, process optimisation, and customer relationship management. Adept at public speaking, enhancing stakeholder engagement and driving business growth. Committed to leveraging skills to optimise processes and build lasting client relationships.
Overview
15
15
years of professional experience
Work history
Sr. Customer Service Associate
Teleperformance, Revolut
Mumbai, India
06.2025 - 06.2026
- Managed high-volume inbound calls across European markets, resolving sensitive account and fraud-related issues.
- Maintained accurate case documentation while adhering to process, risk, and compliance standards.
- Supported new hires as a subject matter expert, providing hands-on guidance on sensitive procedures.
- Achieved 95%+ CSAT through secure, high-quality customer handling.
Business Development & Sales Lead
MAP (Mario Andrade Presents)
Mumbai, India
11.2023 - 05.2025
- Led business development for event entertainment and karaoke/sound rental services.
- Owned enquiry-to-booking conversion by pitching services to prospective clients.
- Developed B2B and B2C lead generation to strengthen pipeline quality.
- Directed client discussions, shaped proposals, and aligned booking requirements.
- Coordinated sales activities to close rental and entertainment contracts effectively.
- Managed client relationships to support repeat bookings and referrals.
- Oversaw requirement coordination to deliver smooth service from enquiry.
- Improved market share through disciplined sales strategy and product mastery.
Client Ops Specialist II
JP Morgan & Chase
02.2022 - 10.2023
- Processed 100+ credit card applications monthly with 100% compliance and high accuracy, supporting reliable client onboarding.
- Reduced application processing time by 15% by identifying and addressing workflow inefficiencies.
- Supported client satisfaction and retention through proactive relationship management and consistent service delivery.
- Organized corporate events and team-building activities that strengthened cross-team collaboration and morale.
Team Leader
Dentzz
01.2020 - 02.2022
- Led 50+ service and operations staff across two clinics, supporting 90%+ CSAT through SLA-focused performance management and escalation handling.
- Built teams through hiring, structured onboarding, and role-specific training.
- Managed international patient relations, records, feedback, and service standards.
- Coordinated transport, accommodation, and concierge logistics for international patients.
Senior Store Executive
The Souled Store
01.2019 - 01.2020
- Executed sales and customer engagement initiatives to increase footfall and support store profitability.
- Managed store operations, merchandising, inventory, and compliance while coaching the sales team to meet targets.
- Resolved customer enquiries and redirected staff on customer engagement and service excellence.
Senior Customer Service Representative
Tata Consultancy Services
05.2015 - 03.2018
- Supported UK pension accounts (Nest), processing financial transactions in line with compliance and accuracy standards.
- Handled 100+ weekly enquiries, achieved 90% CSAT, and reduced transaction processing time by 20% through workflow improvements.
- Trained and mentored new hires through targeted quality feedback and coaching.
Earlier Roles: Senior CSE / CSR
Trinity Training
07.2011 - 05.2015
- Led grooming and development programmes and coordinated student education fairs.
- Managed ticketing operations for major UK train operating companies.
- Intelenet
Education
PGDM -
Institute of International Hospitality Management
Pune, IndiaBachelor of Commerce - Accounting and Finance
Mumbai University
MumbaiSkills
Completed a C and C Programming Course through NIIT, developing foundational skills in programming logic, problem-solving, and software development
Skills
- Business Development & Client Acquisition
- Team Leadership & Development
- Cross-Functional Collaboration
- Sales & Contract Negotiation
- Process Optimization
- Customer Relationship Management
- Public speaking
Timeline
Sr. Customer Service Associate
Teleperformance, Revolut
06.2025 - 06.2026
Business Development & Sales Lead
MAP (Mario Andrade Presents)
11.2023 - 05.2025
Client Ops Specialist II
JP Morgan & Chase
02.2022 - 10.2023
Team Leader
Dentzz
01.2020 - 02.2022
Senior Store Executive
The Souled Store
01.2019 - 01.2020
Senior Customer Service Representative
Tata Consultancy Services
05.2015 - 03.2018
Earlier Roles: Senior CSE / CSR
Trinity Training
07.2011 - 05.2015
Bachelor of Commerce - Accounting and Finance
Mumbai University
PGDM -
Institute of International Hospitality Management