Jaya Lalwani

Led customer onboarding for hardware and software post-sale, configuring systems and preparing
clients for launch.
Managed major/key accounts, served as primary escalation point, logged and tracked support tickets
until resolution.
Supervised and motivated the CSR team to complete onboarding tasks, menus, and other client
deliverables.
Coordinated training by connecting customers with trainers and ensuring clients understood backend
software.
Managed client-specific menu setup and customization to match preferences.
Oversaw launch readiness for each client, ensuring all tasks and stakeholders were aligned.
Managed upsell opportunities for existing clients by identifying additional needs and recommending
relevant products and services, driving incremental revenue growth.

Managed client communications across phone, email, and live chat channels, reducing response times
by 20% and significantly boosting customer satisfaction.
Partnered with sales, customer success, and product teams to quickly address client concerns, helping
drive a 15% increase in closed deals.
Generated accurate sales quotations and streamlined customer documentation, decreasing processing
time by 25% and supporting faster client onboarding.
Enabled effective communication between sales leadership and both internal teams and external
stakeholders, reinforcing client trust and supporting business development goals.
Led calendar optimization, meeting preparation, and operational task coordination, improving team
efficiency and allowing leadership to focus on revenue-driving initiatives.

Managed end-to-end order fulfillment and proactively resolved customer concerns, maintaining a 95%+
on-time delivery rate and boosting repeat business.
Partnered with internal teams to optimize dispatch and delivery workflows, reducing delivery delays by
30%.
Resolved product and service inquiries with a customer-first approach, contributing to a 20% increase
in customer satisfaction scores.
Trained and mentored new team members, accelerating onboarding and reducing ramp-up time by
40%.
Provided comprehensive administrative and operational support for order and inventory processes,
improving stock accuracy and reducing fulfillment errors.

Oversaw end-to-end order processing and client communications, resulting in a 20% increase in order
accuracy and improved customer retention.
Managed vendor relationships and fulfillment schedules, reducing delays by 25% and ensuring
consistent supply chain performance.
Resolved customer issues with a solution-driven mindset, contributing to a 30% drop in escalations and
enhanced service satisfaction.
Led backend team operations for dispatch and quality control, improving service delivery speed and
reducing operational errors by 35%.

Outsourcing work for the australian government