SQL
Roshan Panjwani
Customer Relationship Manager
Kolhapur,Maharashtra
Summary
Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
9
9
years of professional experience
1
1
Certification
4
4
Languages
Work History
Customer Relations Manager
Manorama Info solutions Pvt Ltd
2016.11 - Current
- Handling Incident Management,Problem Management and Change Management through centralized CRM tool.
- Championed improvements in after-sales support services that led to higher levels of referral business from satisfied clients over time.
- Implemented effective communication strategies L1-L3 levels for better understanding of customer needs and expectations.
- Fostered a culture of customer-centric thinking within the organization, driving teams to prioritize client needs and expectations in all decision-making processes.
- Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Managed senior-level personnel working in marketing and sales capacities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained productive relationship with third party vendors.
- Create and maintain comprehensive project documentation following CMMI v3.0 standards
Implementation Engineer
Manorama Info solutions Pvt Ltd
2015.11 - 2016.11
- Supported clients throughout the post-implementation phase, addressing any concerns or issues quickly and effectively.
- Assisted in the design and development of innovative technical solutions, resulting in increased profitability for the company.
- Collaborated closely with cross-functional teams to ensure seamless integration of new systems into existing infrastructure.
- Developed strong relationships with clients, leading to high customer satisfaction rates and repeat business.
- Delivered comprehensive training programs for end-users, facilitating smooth adoption of new technology systems.
- Served as primary point-of-contact for troubleshooting inquiries from both internal team members and clients.
- Developed customized solutions tailored to each client''s unique needs, boosting user experience while driving results-oriented outcomes.
- Facilitated smooth transitions between legacy systems and newly-implemented technologies.
- Configured and executed system software changes.Inspected changes before client performed user acceptance testing.
- Identified business operational concerns and initiated Change Management processes to keep projects on track.
- Negotiated contracts with vendors and suppliers to keep material costs within set budgets.
- Prepared, checked, and coordinated documentation to support component design and application.Presented project information and status updates to customers and fielded concerns.
Business Development Executive
Manorama Info solutions Pvt Ltd
2014.10 - 2015.10
- Conducted competitor analysis to identify gaps in the market and capitalize on untapped opportunities.
- Aligned sales objectives with overarching company goals by collaborating closely with senior management on strategy development.
- Increased client base by identifying and pursuing new business opportunities through market research,creating targeted campaigns and networking.
- Implemented sales training programs for new business development team members, increasing overall effectiveness in securing new clients.
- Negotiated contracts with key stakeholders, resulting in favorable terms for the company and long-term partnerships.
- Established a robust sales pipeline by consistently identifying, qualifying, and nurturing leads through various outreach methods.
- Created new proposals, contracts and procedures ,communicated directly with customers and partners to build strong business networks and relationships.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Education
B.E | Shivaji University -
Sanjay Ghodawat Institute
Kolhapur 2001.04 -
HSC | State Board -
Vivekanand College
Kolhapur 2001.04 -
SSC | State Board -
Shanti Prakash English Medium School
Kolhapur 2001.04 -
Skills
Project Management
undefinedCareer Objective - Objective
Seeking a position in a company to use my experience and communication skills to resolve, enhance, and transform the customer needs into business achievements.
Profile Summary - Overview
Customer Relationship Manager with 10 years of experience in managing and delivering effective client service. Hands on with Incident Management,Problem Management and Change Management.Experienced in Installation,Configuration,Implementation & Training of ERP systems. Generated new business from existing customer portfolio's in addition with maintaining customer satisfaction index.
Accolades - Awards
- "Customer Appreciation Award" in front-ending International Client Support.
- Awarded as the Best Outgoing Student in my Institute for the year 2013-14.
- Awarded Merit Scholarship by Shivaji University
Family
Married |1 child
Personal Information
- Date of Birth: 09/13/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Projects
Successfully implemented and provided outstanding Support of Hospital Information Management System(HIMS) ERP's at - Government Sector: Safdarjung Hospital, Delhi / Kalpana Chawla Government Medical College(KCGMC), Karnal / Municipal Corporation of greater Mumbai(MCGM),Mumbai - Corporate Sector: Noble Hospital Pune / Lokmanya Group of Hospitals Pune SDM Hospital Dharwad / D Y Patil Hospital, Kolhapur - Global Sector: Chain of Diagnostics Centers, Nigeria , Bliss GVS Healthcare Kenya Medical Specialty Centre, Dubai
Disclaimer
I hereby declare that the above information furnished is true to the best of my knowledge and belief.
Software
CRM
Microsoft Office
PM Tool
Certification
CMMi certified ATM (Appraisal Team Member)
Timeline
Customer Relations Manager
Manorama Info solutions Pvt Ltd
2016.11 - Current
Implementation Engineer
Manorama Info solutions Pvt Ltd
2015.11 - 2016.11
Business Development Executive
Manorama Info solutions Pvt Ltd
2014.10 - 2015.10
B.E | Shivaji University -
Sanjay Ghodawat Institute
2001.04 -
HSC | State Board -
Vivekanand College
2001.04 -
SSC | State Board -
Shanti Prakash English Medium School
2001.04 -
CMMi certified ATM (Appraisal Team Member)
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