Roshan Vallal
Customer Service Manager
Goa
Summary
Customer service management professional experienced with inbound and outbound customer service, voice and non voice.
Detail-oriented, attentive and a decisive leader. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Accomplished Digital Marketing Account Manager with proven success in driving innovation and early adoption of emerging technologies and platforms. Expert in managing relationships with high-profile clients and translating marketing and social media needs into results-driven strategies.
Specialist in delivering exceptional marketing campaigns,content and collateral based on established and innovative strategies. Results-oriented and collaborative professional bringing expertise in brand management and social media engagement.
Overview
15
15
years of professional experience
1
1
Certificate
6
6
Languages
Work History
Customer Service Manager
The X And Z Enterprises
Goa
11.2020 - Current
- Followed through with over 50 client requests everyday to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques every month.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags every quarter.
- Generated customer satisfaction surveys to analyze results into action plans.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
Digital Marketing Account Manager
Webware.io
Goa
11.2018 - 11.2020
- Led and managed talented multiple teams to plan and implement project tasks meeting timelines and exceeding expectations everyday.
- Established and maintained relationships with key stakeholders to deliver successful execution of marketing initiatives.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media in collaboration with technical teams.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Developed and implemented successful digital marketing campaigns to drive customer engagement and increase brand awareness every month.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Improved website visibility through development and implementation of Seo strategies.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits regularly.
Learning and Development Specialist
NIIT Uniqua
Hyderabad
09.2014 - 11.2018
- Developed job-specific competencies and performance standards for every client.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions within first week of on-boarding.
- Trained and mentored new personnel hired to fulfill various roles every quarter.
- Facilitated virtual, in-person and blended learning sessions regularly.
- Designed and delivered web-based, self-directed learning materials.
- Developed and implemented successful on-boarding program.
- Established and maintained quality control standards for every teams.
- Provided coaching and mentoring to employees.
Customer Service Executive
Xchanging
Bengaluru
02.2012 - 11.2013
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies everyday.
- Employed comprehensive benchmarks to establish and monitor customer service standards as per protocol.
- Developed working relationships with internal and external customers while assisting with account management duties every month.
- Described product and service details to customers to provide information on benefits and advantages.
Customer Service Representative
[24]7.ai
Bengaluru
01.2009 - 02.2011
- Responded to customer requests for products, services, and company information everyday.
- Answered over 50 customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
TEFL/TESOL - Teaching English As A Second Language (ESL)
International College of Teachers And Trainers
United Kingdom 11.2023 - Current
Skills
Customer Service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The price of anything is the amount of life you exchange for it.
Henry David Thoreau
Timeline
TEFL/TESOL
12-2024
TEFL/TESOL - Teaching English As A Second Language (ESL)
International College of Teachers And Trainers
11.2023 - Current
Customer Service Manager
The X And Z Enterprises
11.2020 - Current
Digital Marketing Account Manager
Webware.io
11.2018 - 11.2020
Learning and Development Specialist
NIIT Uniqua
09.2014 - 11.2018
Customer Service Executive
Xchanging
02.2012 - 11.2013
Customer Service Representative
[24]7.ai
01.2009 - 02.2011
Certification
TEFL/TESOL
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