Roshan Nair
Walsall
Summary
High-energy professional with over 22 years of experience in customer service, call center operations, business development, and digital strategy. Currently excelling as the Business Development and Social Media Manager at RKFX Limited, leading brand presence, content strategy, and digital operations. Demonstrated track record of building high-performing teams, executing customer-centric initiatives, and delivering measurable business value. Skilled in managing client relationships, driving revenue growth, and streamlining service operations within the banking and telecom sectors.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Business Development and Social Media Manager
RKFX Limited
02.2025 - Current
- Lead and execute RKFX’s content and branding strategy across Instagram, Facebook, and the company website.
- Create and publish high-quality content including videos, posts, and landing pages.
- Target customers interested in forex education using email campaigns and Instagram.
- Develop tailored proposals and follow-up communications to nurture leads.
- Manage full sales lifecycle from lead nurturing to deal closure and post-sale support.
- Support digital operations including landing pages, automation flows, and lead capture systems.
- Utilise AI tools to streamline workflows and accelerate content production.
Associate Vice President – Retail Liabilities – Customer Experience Centre
Kotak Mahindra Bank Ltd.
09.2021 - 02.2025
- Directed voice operations for Retail Liabilities division with 100+ staff.
- Implemented operational frameworks and regulatory compliance policies.
- Drove process optimisation and automation initiatives.
- Led training programs and monitored KPIs for team performance.
Manager / Transition Manager / Operations Lead
Reliance Jio Infocomm Ltd.
07.2017 - 08.2021
- Managed AJIO Non-Voice Operations with 300+ agents.
- Transitioned call centre to remote work model during COVID-19.
- Resolved service requests across Jio platforms improving SLA performance.
- Automated support workflows and led change management.
Deputy Manager – Customer Retention & Revenue Enhancement
Vodafone India Ltd.
07.2011 - 10.2015
- Managed postpaid customer base and revenue generation efforts.
- Implemented churn reduction strategies and improved customer retention.
- Oversaw partner management and process improvement.
Team Leader – Technical Support Operations (Vodafone Australia)
Hutchison 3 Global Services
10.2010 - 07.2011
- Supervised 15+ technical support reps, managing daily KPIs.
- Handled tech support for Vodafone Australia's iPhone customers.
- Set up and stabilised a new technical support team.
- Received Best Team Awards and multiple nominations.
Knowledge Coach
Hutchison 3 Global Services
05.2007 - 10.2010
- Delivered coaching on products, soft skills, and systems.
- Maintained training materials and evaluated staff readiness.
- Nominated Best Knowledge Coach (Q2 2010).
Customer Service Representative
Hutchison 3 Global Services
07.2003 - 05.2007
- Provided frontline service, resolving telecom queries.
- Contributed to team quality scores and satisfaction ratings.
Customer Service Representative
GTL Limited
11.2002 - 07.2003
- Handled inbound telecom support calls.
- Built early CS skills in issue resolution and empathy.
Education
Bachelor of Commerce -
Mumbai University
Mumbai01.2003
Skills
- Customer Lifecycle Management
- Process Improvement & Automation
- CRM & Lead Management
- Training & Team Leadership Media Management
- Business Development Strategy
- Digital Content Creation
- Client Acquisition & Retention
- Project & Operations Management
- Content creation
- Social media strategy
- Team leadership
- Project management
- Process optimization
Accomplishments
- Employee of the Year (2013-14) – Vodafone India Limited
- Shining Star Award (2014) – Vodafone India Limited
- Megastar Award (2012) – Vodafone India Limited
- Winner of 4 KRA Achiever awards (2023-24)- Kotak Mahindra Bank
Right To Work
Eligible to work in the UK
Languages
English
Hindi
Marathi
Malayalam
Certification
- Generative AI for Business Leaders
- Introduction to Prompt Engineering for Generative AI
- How to Research and Write Using Generative AI Tools
- Foundations of Digital Marketing and E-commerce - Google
- Attract and Engage Customers with Digital Marketing - Google
Timeline
Business Development and Social Media Manager
RKFX Limited
02.2025 - Current
Associate Vice President – Retail Liabilities – Customer Experience Centre
Kotak Mahindra Bank Ltd.
09.2021 - 02.2025
Manager / Transition Manager / Operations Lead
Reliance Jio Infocomm Ltd.
07.2017 - 08.2021
Deputy Manager – Customer Retention & Revenue Enhancement
Vodafone India Ltd.
07.2011 - 10.2015
Team Leader – Technical Support Operations (Vodafone Australia)
Hutchison 3 Global Services
10.2010 - 07.2011
Knowledge Coach
Hutchison 3 Global Services
05.2007 - 10.2010
Customer Service Representative
Hutchison 3 Global Services
07.2003 - 05.2007
Customer Service Representative
GTL Limited
11.2002 - 07.2003
Bachelor of Commerce -
Mumbai University
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