Roshan Barua

• Responsible for sourcing and resource management of customer service providers and SAAS-based CXM tools.
• Implemented vendor assessment and on boarding process along with vendor performance management.
• Conducted audits to ensure partner policies are in line with CoinDcx’s internal info-sec requirements to identify operational risks and mitigation.
• Reduced operating costs by 82% in a span of one year.
• Collaborated with legal to define the scope of services, and service levels including
  operational risks, and mitigation within partner contracts.
  

• Responsible to account management for all accounts at Singapore data center (ARR - USD 10 Million).
• Drafted and implemented CSAT and NPS policies and processes in BDx.

• Single point of contact for all account escalations and responsible for grievance handling and management including customer on-boarding and de-boarding,
• Maintained 100% renewals for all accounts at Singapore data center keeping churn rate to nil by actively engaging with customers. Acted as single point of contact for relocating 50 customer assets in Singapore data center as part of the relocation project.
• Conducted weekly, monthly and annual reviews with customers and management to maintain overall health of the account and identify account expansion opportunities.

• Reviewed and implemented the entire ticket handling process for different teams across the organization with 100% response rate.
  
• Implemented multi-channel customer feedback review mechanism. Revamped the satisfaction survey and feedback collection process,
  
• Reduced editor opportunities by 15% by implementing performance based project allocation.
  
• Worked on consumer operation transformation program, by identifying automation opportunities, implementing automation solutions, delivering business outcomes & embedding change to the relevant processes.
  

• Performed root cause analysis to identify and resolve quality issues and defects.
• Conducted risk assessments to identify and mitigate potential quality issues.
• Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
• Chaired voice of customer meetings to identify opportunities for improvement, establish milestones and tailor products to improve customer experience. Enforced Kaizen (continuous improvement) methodologies to improve service quality by 25%.
  

• Responsible for PAN India inside sales and account management.
  
• Developed proposals, bids, quotations and RFP responses to customers.
  

• Responsible for end to end order management for cold storage cargo.
  
• Responsible for moving over 100 Reefer containers via rail/road per week. Managed pricing contracts for the rail-road movements.
  
• Managed a team of 6 executives.
  

• Identified and implemented operational processes to maximize customer satisfaction levels and build strong and lasting customer relationships resulting in positive NPS.
  
• Managed effective weekly container movement of over 100 forty‐foot equivalent containers from Ludhiana, Jaipur, Gandhidham by tracking pipeline loading plan v/s the actual container movements thereby reducing leakages by 20% for the region and ensuring optimum space utilization on vessel.
  
• Trained team members handling off shore activities along with continuous monitoring of their activities and providing regular feedback. Implemented process improvements resulting a cost saving of $500/week. Conducted live workshops for customers.
  
• Transitioned processes to shared service centres by creating standard operating procedures and process documents.
  

• Provided superior customer service to clients by addressing all questions and concerns.