Arjay Raymans
London,ENG
Overview
16
16
years of professional experience
Work History
Customer Service Support
One Pilot
05.2024 - Current
- As a freelance Customer Care Agent at Onepilot, I deliver outsourced customer support for a diverse portfolio of international clients across industries such as e-commerce, fintech, travel, and telecom.
- I manage customer interactions via email, chat, and phone, using client-specific knowledge bases and ticketing tools to provide timely, accurate, and empathetic assistance.
- I consistently maintain a Customer Satisfaction Score (CSAT) above 90%, reflecting my commitment to quality and customer experience.
- This fully remote, performance-based role requires strong communication skills, digital agility, and the ability to efficiently handle high ticket volumes while meeting or exceeding service level and quality benchmarks.
Team Leader
Odondo Limited
London
12.2019 - 05.2024
- I have played a key role in enhancing customer service operations by collaborating with cross-functional teams to identify areas for improvement and implement effective solutions.
- My responsibilities have included analyzing customer service processes, streamlining workflows, and optimizing service delivery to enhance customer satisfaction and efficiency.
- I have worked on various campaigns, adapting to different business needs and ensuring that customer support aligns with organizational goals.
- Additionally, I have utilized multiple customer service and project management platforms, including Salesforce, Jira, Freshdesk, and Zendesk, to manage support tickets, track system updates, and improve communication channels.
- This role has required strong problem-solving, strategic planning, and technical skills to drive continuous improvement in customer service operations.
- London
Customer operation Manager
Sherpr Global
London
09.2020 - 06.2023
- I managed all aspects of customer service operations, ensuring seamless service delivery and customer satisfaction.
- My responsibilities included handling customer inquiries, booking shipments across multiple platforms, and managing customs-related queries to ensure compliance and smooth international logistics.
- I utilized Jira to implement necessary website and admin changes and used Freshdesk for email communication and live chat support to promptly address customer concerns.
- Additionally, I oversaw account management, maintaining strong client relationships, and worked on customer retention by implementing strategies to improve loyalty and reduce churn.
- As a team leader, I managed 10 Customer Service Advisors, providing training, setting performance targets, and ensuring high service levels.
- This role required strong leadership, problem-solving, communication, and operational management skills to enhance efficiency and improve the overall customer experience.
- London
Operation Manager
Serco
05.2019 - 09.2020
- I was responsible for overseeing the day-to-day operations of the NHS Test and Trace program, managing a remote team of 50 agents, and ensuring seamless service delivery.
- My role involved supervising team performance, addressing operational issues in a timely manner, and optimizing workflow efficiency.
- I led the hiring and training of new agents, ensuring they were equipped with the necessary knowledge and skills to meet NHS protocols.
- Additionally, I conducted one-on-one meetings, provided performance feedback, and set clear targets to drive productivity.
- I also analyzed service statistics, tracked key performance indicators, and prepared daily reports to assess overall efficiency and identify areas for improvement.
- Strong leadership, problem-solving, data analysis, and communication skills were essential in effectively managing remote teams and ensuring the success of this critical public health initiative.
- United Kingdom
Business Development Manager
Ash Group LTD
Birmingham
08.2015 - 03.2019
- I was responsible for securing B2B contracts, managing client accounts, and implementing customer retention strategies to drive business growth.
- My role involved prospecting and engaging with businesses, identifying their needs, and presenting tailored solutions to secure long-term partnerships.
- I also handled account management, ensuring strong relationships with existing clients to maximize satisfaction and loyalty.
- Additionally, I was responsible for booking appointments, negotiating deals, and consistently achieving monthly KPIs while meeting a £25k monthly revenue target.
- This role required strong sales, negotiation, account management, and strategic planning skills to identify business opportunities, close deals, and contribute significantly to the company's success.
- Birmingham
Business Development Manager
AJ Properties
London
03.2010 - 06.2015
- I was responsible for managing tenant relations, landlord negotiations, and rental processes to ensure smooth property operations and business growth.
- My role involved assisting tenants in finding suitable rental properties while liaising with landlords to secure properties for advertising and management on behalf of the company.
- I handled rental agreements and payments, ensuring timely collections and resolving any financial disputes.
- Additionally, I managed legal processes related to Section 8 and Section 21 notices, advising both landlords and tenants on their rights and responsibilities regarding tenancy agreements and evictions.
- This role required strong negotiation, problem-solving, customer service, and property management skills to maintain high occupancy rates, foster positive relationships, and drive overall business success.
- London
Education
BSc (Hons) - Business Management
Middlesex University
01.2014
AS - Business Studies
South Camden Community School
06.2008
AS - Economics
South Camden Community School
06.2008
AS - Information Technology
South Camden Community School
06.2008
GCSE - undefined
South Camden Community School
01.2006
Skills
- Customer Account Management
- JIRA
- Salesforce
- Project Management
- Zendesk
- Business Development
- Sales
- Administrative Operations
- Contract Management
- English
- Bengali
Timeline
Customer Service Support
One Pilot
05.2024 - Current
Customer operation Manager
Sherpr Global
09.2020 - 06.2023
Team Leader
Odondo Limited
12.2019 - 05.2024
Operation Manager
Serco
05.2019 - 09.2020
Business Development Manager
Ash Group LTD
08.2015 - 03.2019
Business Development Manager
AJ Properties
03.2010 - 06.2015
BSc (Hons) - Business Management
Middlesex University
AS - Business Studies
South Camden Community School
AS - Economics
South Camden Community School
AS - Information Technology
South Camden Community School
GCSE - undefined
South Camden Community School