Shaleen Lal Makwana
International Sales Executive
Dilshad Garden
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
17
17
years of professional experience
2003
2003
years of post-secondary education
Work History
International Sales Executive
JP Tokyo India Private Limited
07.2024 - Current
- Generated a significant pipeline of qualified leads through strategic cold-calling. Successfully penetrated the Australian and New Zealand markets, focusing on the BFSI, retail, manufacturing, healthcare, and FMCG industries.
- Utilized LinkedIn Sales Navigator to identify and engage with potential clients. Employed data mining and territory planning techniques to qualify leads.
- Significantly improved sales pipeline by effectively engaging with decision-makers.
Sr. Customer Service Associate
Teleperformance
03.2023 - 02.2024
- Addressing queries like reservation modifications, refund requests, escalations if a guest is stranded.
- Proactively work with hotel partners in order to recoup funds and various multiple queries according to SOP
- Provided consistently high-quality support via phone, email, chat, or social media channels as needed per individual cases.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
Google Ads Manager
Freelance
01.2019 - 09.2021
- Managed Google Ads campaign for a private detective agency, auto parts store and multiple other clients as a Freelancer.
- Created new campaigns and implemented the best optimization strategy to achieve the client's CTR targets based on performance data.
- Utilized bid management tools on keyword bidding to maximize ROI.
- Conducted keyword research and monitored performance of search terms on Google Ads for optimal results.
- Identified opportunities for growth through competitive analysis, market research, and audience segmentation techniques.
- Delivered consistent positive results by creating custom-tailored Google Ads solutions for each unique client need or challenge faced.
- Managed multiple accounts simultaneously by setting up, monitoring, and optimizing campaigns for various industries.
- Developed keyword targeting strategies for search ads that drove increased traffic and conversions on client websites.
- Improved client satisfaction with regular communication, progress reports, and prompt issue resolution.
- Maximized conversion rate optimization by implementing landing page best practices to improve user experience.
- Ensured compliance with Google''s policies while maintaining creative integrity in ad design and messaging content across various campaigns.
- Increased overall campaign performance by analyzing and optimizing Google Ads strategies.
Customer Service Associate
Amazon Development Center India Pvt. Ltd.
10.2017 - 08.2018
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues via chat.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Fraud Detection Analyst
Barclays Shared Services Pvt Ltd.
03.2015 - 04.2017
- Monitor real time queues and identify high risk transactions within the business portfolio.
- Observe customer transactions to identify fraudulent activity resolved queued transactions within the service level agreements to reduce potential revenue losses.
- Interact with customers via inbound/outbound calls to validate information and to confirm or cancel authorizations.
- Determine existing fraud trends by analyzing accounts and transaction patterns.
- Closing customers Fraud Disputes on the account
- Trained new team members in proper use of fraud detection systems, ensuring consistent performance across the team.
- Conducted thorough investigations on suspected fraudulent activities, leading to successful resolution of cases.
- Reduced company losses by promptly identifying and investigating suspicious transactions.
- Improved customer satisfaction through timely communication and resolution of fraud-related concerns.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Process Developer
Genpact
12.2007 - 08.2014
- Worked in Back-office Insurance and Equipment Finance Lending process for Westpac Bank (Australia).
- Worked in the Collections (Outbound) process for Santander Bank (U.K).
- Started my career as Process Associate with Genpact in Collections (Outbound) process for Capital One Bank (U.S).
- Participated in continuous improvement initiatives, focusing on eliminating non-value-added activities and reducing variability in processes.
- Followed implementation of new processes, collaborated with stakeholders, and tracked progress.
- Trained new employees on established processes, ensuring consistent performance across the team.
Education
10th -
N.O.S
12th - undefined
N.O.S
Diploma in Information Technology -
NIIT
09-2006
Skills
Sales strategy development
Lead generation
Cold calling
Business development
Campaign management
Keyword research
Search engine marketing
Google ads expertise
Bid management
Problem-solving
Timeline
International Sales Executive
JP Tokyo India Private Limited
07.2024 - Current
Sr. Customer Service Associate
Teleperformance
03.2023 - 02.2024
Google Ads Manager
Freelance
01.2019 - 09.2021
Customer Service Associate
Amazon Development Center India Pvt. Ltd.
10.2017 - 08.2018
Fraud Detection Analyst
Barclays Shared Services Pvt Ltd.
03.2015 - 04.2017
Process Developer
Genpact
12.2007 - 08.2014
12th - undefined
N.O.S
10th -
N.O.S
Diploma in Information Technology -
NIIT