Roshan Serrao
Senior Customer Relations Associate
Dombivali
Summary
Dedicated Customer Service Professional experienced in training teams and ensuring compliance to enhance customer satisfaction and operational efficiency. Contributed to team success through strong organizational capabilities and effective project management, consistently prioritizing tasks and meeting deadlines.
Overview
22
22
years of professional experience
Work History
Operations Customer Expert Level 2
Teleperformance Global Business Private Limited
02.2018 - 04.2026
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Served as subject matter expert for 4 years, training on-the-job candidates to enhance their skills and knowledge.
- Managed internal audit processes to identify and address potential fraud.
Verification Specialist
Sterling Talent Solutions
03.2015 - 01.2018
- Verified client information by analyzing existing evidence on file, ensuring accuracy and compliance with standards.
- Provided clear explanations of complex processes to clients, ensuring their understanding and satisfaction with our services.
- Demonstrated professionalism in interactions with external parties during verification process, fostering positive relationships.
- Engaged in regular performance reviews, leveraging constructive feedback to enhance skills and effectiveness in role as Verification Specialist.
Senior Customer Sales Associate
Tulip Labs Private Limited
04.2014 - 03.2015
- Boosted sales revenue through the effective demonstration of product features and benefits.
- Processed special orders for customers, achieving prompt delivery times that consistently met expectations.
- Checked pricing, scanned items, applied discounts, and printed receipts to efficiently complete customer transactions.
- Maintained clean, organized store environment, contributing to improved customer satisfaction during shopping.
Senior Process Associate
Lester Info Services Private Limited
05.2013 - 03.2014
- Supervised team of process associates to enhance accountability and develop professional skills, leading to improved workflow.
- Recommended process modifications that improved operational efficiency.
- Resolved customer concerns through tailored solutions, contributing to increased satisfaction.
- Met month-end reporting objectives and deadlines.
Senior Customer Relations Associate
Hutchison 3 Global Services
08.2009 - 05.2013
- Improved customer satisfaction by addressing and resolving inquiries, concerns, and complaints efficiently.
- Managed high call volume, maintaining professionalism while delivering exceptional service.
- Streamlined communication processes to enhance customer experience and strengthen loyalty.
- Actively managed call queue and firepond email service level agreement for business sales support
- Assisted in the development of targeted marketing campaigns based on customer preferences and behavior patterns.
Senior Customer Relations Associate
Zenta India Private Limited
11.2003 - 07.2009
- Streamlined communication processes to enhance customer experience and foster loyalty.
- Improved customer satisfaction by resolving inquiries, concerns, and complaints efficiently.
- Streamlined communication processes for improved customer experience and increased loyalty.
- Assisted in the development of targeted marketing campaigns based on customer preferences and behavior patterns.
- Fraud detection charge verification made on American Express cards
Education
High School Diploma -
National Open School
Delhi, India 04.2001 -
GED -
National Open School
Delhi, India 04.2001 -
Skills
Customer service
Customer engagement
Effective communication
Teamwork and collaboration
Effective communication
Verbal communication
Dependable and responsible
Dependable and responsible
Timeline
Operations Customer Expert Level 2
Teleperformance Global Business Private Limited
02.2018 - 04.2026
Verification Specialist
Sterling Talent Solutions
03.2015 - 01.2018
Senior Customer Sales Associate
Tulip Labs Private Limited
04.2014 - 03.2015
Senior Process Associate
Lester Info Services Private Limited
05.2013 - 03.2014
Senior Customer Relations Associate
Hutchison 3 Global Services
08.2009 - 05.2013
Senior Customer Relations Associate
Zenta India Private Limited
11.2003 - 07.2009
GED -
National Open School
04.2001 -
High School Diploma -
National Open School
04.2001 -