CLIVE COELHO

• Oversaw customer service operations, executed impactful loyalty programs and retention strategies, and prioritized educating clients about the company's complete array of offerings.
• Implemented targeted programs and spearheaded strategies that significantly increased client loyalty, while reducing churn rates, resulting in enhanced customer satisfaction and maximized business retention.
• Implemented strategies for staff development and training, enhancing workforce planning. Incorporated recruitment optimization and performance management enhancements to drive service excellence and promote seamless team collaboration.
• Performed a thorough examination of refund-causing dispositions and assessed the impact of retention initiatives.
• Administered key metrics, including retention, revenue, and service levels to drive performance and revenue optimization.
• Conducted regular meetings with senior leadership to review retention strategies and analyze refund metrics for continuous improvement, resulting in increased customer retention rates.
• Updated and maintained Standard Operating Procedures (SOPs) to ensure adherence to best practices and operational standards, resulting in a more consistent and high-quality customer experience for enhanced client relationships.

• Conduct comprehensive market surveys to establish competitive real estate prices and ensure alignment with current trends and client expectations.
• Organized open houses and other events to promote properties for sale or rent.
• Managed multiple projects simultaneously while meeting tight deadlines consistently.
• Established relationships with lenders, brokers and other professionals in the real estate industry.
• Attracted and retained high-value tenants by effectively advertising vacancies and utilizing strong relationships with high-net-worth clients. Developed property-specific marketing plans using various media channels.
• Collaborated with legal teams to draft and finalize Sales Purchase Agreements, ensuring compliance with all legal standards, thus enabling smooth deal closures. Proactively addressed potential issues by liaising with various departments, enhancing client experience throughout the transaction process.

• Specialized in product management for credit cards and personal loans, ensuring they meet customer needs and market demands.
• Conducted thorough customer consultations to identify individual client needs and offered customized banking solutions, enhancing customer satisfaction and loyalty.
• Maintained compliance with KYC norms and bank policies, adhering strictly to regulatory guidelines and maintaining high standards.
• Stayed informed on banking products and policies, ensuring up-to-date knowledge of daily updates in order to provide clients with informed recommendations and relevant advice on offerings.
• Managed and streamlined loan application process to ensure efficiency and compliance with procedures and regulations, delivering a seamless experience for clients.

• Maximized campaign effectiveness and drove customer engagement through data-driven insights, effectively managing customer databases and executing targeted campaigns.
• Organized and led high-impact meetings with customers and owner associations, including detailed company presentations and facility tours.
• Effectively communicated unique benefits and advantages of the company's products/services, loyalty programs, and rewards to clients, strengthening client relationships and promoting increased usage and promotion of services.
• Negotiated diverse contracts for waste management, maintenance, and MEP activities. Achieved clear and precise documentation while meeting company standards and client requirements.
• Coordinated with various teams to efficiently manage the post-contract stage, ensuring seamless service delivery and contract compliance until expiry.
• Ensured prompt resolution of client issues to enhance customer satisfaction. Analyzed feedback from customer satisfaction surveys to identify areas for improvement and enhance service delivery.
• Successfully organized various product demonstrations and promotional events, showcasing strong event planning and management skills.
• Implemented strategies based on insights to enhance client satisfaction and drive the adoption of loyalty programs and upgrades.

Lead Generation and Sales Optimization:

• Implemented strategic outreach and follow-up techniques to cultivate high-quality leads, exceeding sales targets and driving significant growth.
• Utilized advanced sales strategies to increase customer loyalty and drive revenue growth.

Marketing Campaigns and Event Participation:

• Engaged in team efforts to develop and execute strategic marketing campaigns, resulting in heightened brand visibility and increased lead generation.
• Executed seamless premium customer events, cultivating strong client relationships and brand loyalty.

Customer Retention and Loyalty Programs:

• Maintained strong customer relationships through proactive issue resolution, fostering high levels of satisfaction and trust.
• Leveraged cross-selling and promoted loyalty programs to educate customers on product upgrades, maximizing profitability and loyalty.

• Monitored and analyzed customer accounts to proactively identify and mitigate potential fraudulent activities
• Utilized sophisticated tools and methodologies for conducting comprehensive analyses, thereby enhancing fraud prevention efforts and increasing accuracy in detection.
• Developed and executed effective strategies to safeguard customers against diverse forms of fraud such as identity theft, internet scams, and telemarketing schemes.
• Enhanced customer security through the implementation of robust fraud prevention protocols and awareness initiatives
• Utilized my expertise in billing pattern analysis and usage authentication to identify any discrepancies

• Demonstrated exceptional multitasking abilities by effectively handling diverse customer service calls within established timelines.
• Provided prompt and accurate responses to customer concerns about billing issues, ensuring satisfactory resolution.
• Utilized feedback and performance metrics to enhance customer satisfaction by identifying and addressing service gaps.
• Delivered exceptional guidance and support to customers, resulting in improved customer satisfaction scores and increased first call resolution rates.