Roshan Antony Charles
Key Account Management
Reporting & Documentation
Client Relationship Management
MS Office (Word, Excel & PowerPoint)
BBM from Annamalai University 2005
With enriched experience of nearly 15 + years in Key Account Management / Process Operations / Customer Service/Collection/Business Development through Process Improvement Targeting senior-level position Location Preference: Coimbatore, Bangalore, ROTN
P R O F I L E S U M M A R Y
A highly accomplished professional with nearly 15 years of experience in BusinessDevelopment,KeyAccountManagement, ProcessOperations; TeamManagement,CustomerService,Collections,EscalationsManage ment, SLA Management & Stakeholder Management and so on
Was associated with HDFC Life Insurance Ltd, Coimbatore as Corporate Sales Manager – Banca Channel HDFC –Bank
Accorded with ‘Best Performer Award
Skilled in a wide spectrum of operational activities & sales for developing process plans and strategies to implement and execute them in real time business environments
Outstanding communication & leadership skills that have been put to excellent use in bringing in business revenues, effectively resolving problems and promoting a positive work environment
Expertise in managing operations in compliance laid by the organization; Competent in understanding clients’ requirement, resolving their queries and MIS coordination for the cluster.
Proficient in transforming processes and enabling innovations in business delivery for enhanced customer experience O R G A N I Z A T I O N A L E X P E R I E N C E
HDFC Life Insurance : Jul’18 – May’19 Corporate Sales Manager Bharti Cellular Ltd: Mar’16 - July’17 Asst Manager Customer
Axis Bank Ltd: July’15 - Feb’16 Deputy Manager Collections M&C Property P Ltd: April’14 - July’15 Business Manager Aircel Cellular Ltd: Aug13 - March’14 Asst Manager Customer
Vodafone Cellular Ltd: Jan’07 - July’13 Relationship Manager IBM Daksh: Nov 06 - Jan 07 Tele Sales Executive Lloyds ‘
‘ Bank – UK
24 / 7 Customers: Sep 05 - Oct 06 Tele Sales Executive Chase
‘ Mahanaten Bank – US
Bharti Airtel Ltd: July’04 – Mar’05 Sales Officer (Off Role) BPL Mobile Cellular Ltd: July ’02 - July ’04 Major Accounts
P E R S O N A L D E T A I L S
Key Result Areas as Corporate Sales Manager :
Increased the revenue share by 80%
Managed high revenue Branches and Cluster heads for Coimbatore cluster.
Driven Relationship through the Team to increase the revenue income and market share.
Interacted with HNI Clients to bring in higher value business.
Enhance relationship with Key decision makers and key influencers to build more references.
Driven Activity programs at the branches to increase visibility of the product and drive business.
Successfully conducted R&R Events for gaining Positive energy and to build in healthy competition with in the team.
Delivered consistently the desired result of 80% market share and maintained 75% in persistency management.
MIS dashboards and flashes were done on daily basis to the BM and CH and in Groups to Aspire the growth in the business.
Trained the team and channel partners on New products and Sales pitches. Key Result Areas as Asst Manager Customer Experience:
Handled the Top corporate of Chennai & ROTN Zone for Data, Mobility and Fixed line business.
Acquiring incremental business from the existing set of customers; and managing the customer relationships with a long-term focus on expanding the overall footprint / penetration and introducing innovative products and services for organizational effectiveness
Evaluating customer preferences, pricing, product terms and conditions to ensure that client requirements are met; analysing data regarding competitor pricing and products and ensuring that Airtel products and services fit customer requirements.
Driving revenue growth by identifying potential markets for new & existing products and services in accounts; identifying and pursuing sales opportunities and leads from meetings, clients, other sales force, vendors and others
Introducing new innovations and concepts to key decision makers within the customer through Client Relationship and Stakeholder Management of CEOs and Sales Directors within all key clients
Interacting regularly with key stakeholders on Risk, Services,Collections and Compliance Processes; contributing in continuous knowledge development regarding processes, regulations, best practices, tools, techniques and performance standard
Managed service operations for rendering quality and provided first line customer support by answering queries & resolving their issues; ensured minimum TAT and accuracy
Participated in end-to-end Churn Management & increased market share for the organisation; conducted Service & Sales Camps across various locations
Developing reports and MIS Dashboard for monthly reviews for (internal process/stakeholders) and circulating the same to relevant stakeholders
Key Result Areas as Relationship Manager:
Engaged in Client Relationship Management with the V.I.P as well as high-end Subscribers; contributed in collections, up selling and new product updates for the high-end base; ensured revenue growth in the high-end base
Enhanced and improved cross-sell efficiencies; met defined Service Level Agreement (SLA) for cross-sell, for driving productivity benefits
Identified training requirements for the team and adjusted targets to suit the needs of the business; contributed in first time resolution; process improvements and gap closures for driving compliant sales and ethical practices
Measured monthly/daily trends and initiated process improvement strategies; studied all aspects of Customer Services and recommended action plan accordingly
Awarded the Best Relationship Manager 2009 – 2010.
Awarded the Best Service Manager for highest Up selling of VAS 2012
Awarded the 2nd Runner up for Best Service Manager 2012.
Won the Best Account Manager for the year 2016 – 2017 Date of Birth: 03rd March 1983
Language Known: English, Hindi, Tami
Address: 160-Addis Street, Upplipalayam, Gray town, Coimbatore – 641018 Marital Status: Married