Roshan Jacob
Grand Prairie,TX
Summary
Developed strong problem-solving and analytical skills in collaborative, fast-paced environments. Experienced in system optimization and data management, focusing on enhancing efficiency and accuracy. Knowledgeable in network protocols and troubleshooting, with proven ability to configure and manage network hardware. Committed to improving network performance and customer satisfaction through effective communication and conflict resolution.
Overview
4
4
years of professional experience
Work History
Customer Service Representative for Qantas Airlines
Hallmark Aviation
03.2022 - 02.2023
- Managed high-stress situations, resolving disputes while maintaining professionalism.
- Resolved customer complaints with empathy, increasing loyalty and repeat business.
- Handled escalated calls efficiently, ensuring satisfactory resolutions for customers and company.
- Enhanced customer satisfaction through prompt concern resolution and accurate information provision.
- Developed strong product knowledge to deliver informed recommendations based on customer needs.
- Built rapport with customers through active listening, improving retention rates significantly.
- Contributed to sales growth by upselling products tailored to individual customer requirements.
Scanner
Inmar Intelligence
07.2020 - 02.2022
- Executed product gathering, sorting, and scanning for efficient computer system entry.
- Collaborated with team members to establish best practices, increasing overall productivity.
- Ensured project completion by prioritizing tasks and adhering to deadlines.
- Minimized errors through meticulous attention to detail in document preparation.
- Maintained high accuracy with thorough quality checks on scanned products.
- Implemented optimized workflows to enhance scanning efficiency and reduce processing time.
- Coordinated with departments for effective transfer of scanned documents for archiving.
- Managed confidential documents in accordance with company policies and regulations.
Returns Associate
Neiman Marcus Corporation
07.2019 - 05.2020
- Inspected, unloaded, and stored damaged products to optimize return processes.
- Collaborated with team members to accelerate returns, enhancing customer service.
- Adhered to safety protocols, leading to a reduction in warehouse accidents.
- Distributed returned merchandise to departments or prepared for liquidation.
- Collected customer feedback on product issues to drive service improvements.
- Streamlined operational processes, resulting in increased productivity.
- Ensured compliance in disposal or repackaging of damaged merchandise.
- Coordinated returns shipment process, managing materials and carrier pickups for timely deliveries.
Education
Bachelor of Science - Computer Information Systems
National University
La Jolla, CA03-2026
No Degree - Computer Information Systems
Tarrant County College
Fort Worth, TX03-2023
High School Diploma -
Trinity High School
Euless, TX06-2019
Skills
- Technical support
- Customer service
- Team collaboration
- Project management
- Active listening
- Time management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Strong knowledge of Mac, IOS, Android and Windows devices.
Timeline
Customer Service Representative for Qantas Airlines
Hallmark Aviation
03.2022 - 02.2023
Scanner
Inmar Intelligence
07.2020 - 02.2022
Returns Associate
Neiman Marcus Corporation
07.2019 - 05.2020
Bachelor of Science - Computer Information Systems
National University
No Degree - Computer Information Systems
Tarrant County College
High School Diploma -
Trinity High School
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