DEXTER ANTHONY ROZARIO
Customer Relation Manager
Bangalore
Summary
Customer Relation Manager with over 13+ years of extensive experience in enhancing customer relationship, customer experiences and streamlining customer service operations. Known for effective team collaboration and driving impactful results. Recognized for adaptability and reliability in dynamic environments, excelling in conflict resolution and client engagement. Skilled in communication , leadership[ and problem solving with a proven ability to streamline processes and support cross functional teams.
Overview
15
15
years of professional experience
2011
2011
years of post-secondary education
2
2
Languages
Work History
Customer Relations Manager
Prestige Estates Projects Limited
04.2023 - Current
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Managed customer relations on ongoing basis to maximize customer retention.
- Handling Assignment and closing deals between seller and potential buyers.
- Providing market insights to clients
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
- Provided reports and updated relevant data to improve work efficiency.
- Established team priorities, maintained schedules and monitored performance.
Deputy Manager of Customer Service
Prestige Estates Projects
01.2019 - 03.2023
- Post sales support
- Booking and Accounts closure
- Pre Delivery Inspection and Handover
- Working closely with teams like Legal, accounts, sales, resale, SAP
- Onboarding New Customers through an assignment
- Conducting Monthly Reviews on Collections with the department
- Using SAP program to onboard clients
- Interacting with Customers and Completing Sales deals between an Assignor and an Assignee
- Interacting with agents and bankers to complete loan disbursals within the specific timeframe
Cabin Crew Supervisor
Jet Airways
01.2010 - 10.2018
- Worked in Abu Dhabi on a project with Etihad Airways for a year for US flights
- Team Supervisor - Training and mentoring the new joiners and my team in delivering exceptional customer service
- Heading Audits and Quality Control checks on-board (Service Delivery)
- Managing cabin appearance, engineering and ground handling departments
- Checking inventory for food and beverage being provided by the catering team
- Supervising cabin readiness, housekeeping, readiness of in-flight entertainment and lavatory cleanliness before takeoff
- Inspection to ensure all necessary amenities are placed in the cabin in line with company requirements and standards, which includes checking all safety and cabin related equipment
- Onboard Sales - Conduct weekly and monthly target reviews to ensure that the actual business figures are in sync with the predefined targets
- Conduct regular product knowledge trainings
- Handling medical emergencies on-board
- Delivering fine Hospitality to guests, which involve resolving guest escalations
Service Executive, Sales and Marketing Executive
Kingfisher Airlines
10.2009 - 01.2010
- Ticketing and Reservations - Counter up-selling, hotel bookings
- Organizing and coordinating events
- Cold calling to identify new potential corporates and then single handedly persuade the corporate and negotiate terms and conditions to enter into a contract
- Resolving guest escalations
Education
Bachelor Of Commerce - Computer Science
Kristu Jayanthi College
Pre University College - Statistics
St Joseph's PUC
SSLC - undefined
St Clarets High School
Skills
- Leadership qualities
- Management skills
- Ability to work under minimal supervision
- Excellent communication skills
- Diversity awareness
- Goal oriented
- Self-motivated
- Inter-department collaboration
- Customer Relationship Management Software (CRM)
- Interpersonal communication
- Complaint resolution
Data entry
Project management
Team management
Contract negotiation
Cross-selling and Up-selling
Accomplishments
- Exceptional customer service for 5 years of service - Certificate
- Awarded duty free champ for inflight sales
- Promoted to Cabin Supervisor
- Promoted to Cabin Crew In charge
- Guest appreciations
- Have been given a chance to conduct my own college choir
- Achieved first position for a number of college and university level cultural fests in music
Timeline
Customer Relations Manager
Prestige Estates Projects Limited
04.2023 - Current
Deputy Manager of Customer Service
Prestige Estates Projects
01.2019 - 03.2023
Cabin Crew Supervisor
Jet Airways
01.2010 - 10.2018
Service Executive, Sales and Marketing Executive
Kingfisher Airlines
10.2009 - 01.2010
Pre University College - Statistics
St Joseph's PUC
SSLC - undefined
St Clarets High School
Bachelor Of Commerce - Computer Science
Kristu Jayanthi College
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