Summary
Overview
Work History
Education
Skills
Languages
Work Preference
Certification
Software
Timeline
14

RICHARD MATTHEW

Pontinha,Portugal

Summary

Driven individual with sales and customer service experience in B2C and B2B enviroment. Retains relationships through genuine and consistent engagement. Harnesses active listening and consultation to meet customer needs. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Adapt to ever changing market dynamics.

Overview

17
17
years of professional experience
2
2
Languages

Work History

Business Client Relationship Manager

Teckgeekz Pvt Ltd
01.2021 - 12.2023
  • Closely monitored client account activity, identifying areas for growth to enhance revenue opportunities.
  • Used outstanding persuasion and relationship-building skills to develop trusted stakeholder relations, effectively balancing business needs.
  • Successfully built and maintained long-lasting client relationships through proactive communication and dealing with all matters efficiently.
  • Independently addressed and managed client complaints, using excellent problem-solving techniques to resolve issues appropriately.
  • Ensured customers were satisfied by scheduling regular meetings and proactively checking in on them.
  • Exceeded annual revenue goals by 70% through improving client relationships and education.

Sr Customer care Executive

MR AIR N FARE TRAVELS Pvt Ltd
03.2017 - 08.2019
  • Resolved direct debit issues and complaints promptly without compromising customer service.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Working with Amadeus and Sabre GDS to generate and book PNRs.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Helping Clients with Group Bookings.
  • Used an empathetic and friendly tone when dealing with customer issues and complaints, helping to defuse conflicts and maintain customer satisfaction.
  • Used virtual communication methods to contact customers, including live chat, email, phone and occasional post.
  • Employed excellent analytical skills to assess and successfully identify customer needs.
  • Provided accurate information to customers about their insurance policies.
  • Processed and prioritized customer orders and requests strategically to reduce delays.

Sr Business Executive

FAREPORTAL INDIA Pvt Ltd
07.2011 - 07.2014
  • Formed and sustained strategic relationships with clients.
  • Increased efficiency, effectiveness and profitability by managing team productivity, costs and budgets.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Working on Global GDS like Amadeus and Sabre
  • Met individually with employees to offer feedback and insight on job tasks based on careful review.
  • Delivered high level of service to customers in effort to build upon future relationships.
  • Drafted reports to discuss developments and issues during board meetings.
  • Helping Clients with Group Bookings.
  • Developed business strategies to establish short and long-term goals for company.
  • Managed senior-level personnel working in marketing and sales capacities.

Customer Service Associate

WNS GLOBAL SERVICES PRIVATE LIMITED
12.2009 - 12.2010
  • Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
  • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
  • Input customer information, call notes and personal data onto internal database.
  • Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
  • Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
  • Resolved customer queries over phone and by email.
  • Addressed customer service enquires quickly and accurately.
  • Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
  • Responded to customer emails, letters and phone calls within company's communication targets.
  • Maintained outstanding customer relationships by going the extra mile to assist with needs and revolve queries.

Sr Technical Support Executive

HCL Technologies LTD
05.2008 - 04.2009
  • Successfully built and maintained long-lasting client relationships through proactive communication and dealing with all matters efficiently.
  • Kept client records accurate and up-to-date within CRM systems, enabling clear, accessible communication pathways.
  • Closely monitored client account activity, identifying areas for growth to enhance revenue opportunities.
  • Maintained exceptional product and market knowledge, providing clients with up-to-date information to maximise new business possibilities.
  • Independently addressed and managed client complaints, using excellent problem-solving techniques to resolve issues appropriately.
  • Ensured customers were satisfied by scheduling regular meetings and proactively checking in on them.
  • Resolved client concerns quickly and professionally, improving retention ratings through first-class customer care.
  • Collaborated with different departments to build strategies that ensured the whole company satisfied clients.
  • Kept existing clients consistently engaged in business activity, improving retention and revenue levels.
  • Used outstanding persuasion and relationship-building skills to develop trusted stakeholder relations, effectively balancing business needs.

Sr Associate

Convergys India Services Private Limited
03.2007 - 03.2008
  • Successfully built and maintained long-lasting client relationships through proactive communication and dealing with all matters efficiently.
  • Kept client records accurate and up-to-date within CRM systems, enabling clear, accessible communication pathways.
  • Acted as the main point of contact for clients regarding complaints, queries and account issues.
  • Used outstanding persuasion and relationship-building skills to develop trusted stakeholder relations, effectively balancing business needs.
  • Assisted sales team with cold calling and following up on leads.
  • Leveraged working knowledge of banking products to create new client relationships.
  • Reviewed and assessed client credit and investment history.
  • Set up new client accounts and updated Salesforce files with precision.
  • Exchanged foreign currency and advised customers of optimal exchange times.
  • Oversaw daily activities of direct reports, maximising overall team productivity.

Education

Bachelor of Business Administration - COMMERCE

SUNRISE UNIVERSITY
Alwar, RJ
2011

A-Levels - Commerce

NATIONAL INSTITUE OF OPEN SCHOOLING
New Delhi, DL
2008

A-Levels - COMMERCE

SEVENTH DAY ADVENTIST INTER COLLOGE ROORKEE
Roorkee, UT
2004

Skills

  • B2B Client Complaint Management
  • B2B Client Support
  • Itinerary Management
  • ARC Certified Travel Agent
  • Client Retention Strategy
  • International Client Relationship Management
  • Sabre
  • Client Meeting Management
  • Amadeus GDS
  • Corporate/Business Travel
  • Business Development

Languages

Hindi
Advanced
C1
English
Advanced
C1
English

Work Preference

Work Type

Full TimePart Time

Certification

  • ARC Certified Travel Agent

Software

Amadeus

Sabre

Microsoft Office

Excel

Timeline

Business Client Relationship Manager

Teckgeekz Pvt Ltd
01.2021 - 12.2023

Sr Customer care Executive

MR AIR N FARE TRAVELS Pvt Ltd
03.2017 - 08.2019

Sr Business Executive

FAREPORTAL INDIA Pvt Ltd
07.2011 - 07.2014

Customer Service Associate

WNS GLOBAL SERVICES PRIVATE LIMITED
12.2009 - 12.2010

Sr Technical Support Executive

HCL Technologies LTD
05.2008 - 04.2009

Sr Associate

Convergys India Services Private Limited
03.2007 - 03.2008

Bachelor of Business Administration - COMMERCE

SUNRISE UNIVERSITY

A-Levels - Commerce

NATIONAL INSTITUE OF OPEN SCHOOLING

A-Levels - COMMERCE

SEVENTH DAY ADVENTIST INTER COLLOGE ROORKEE

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