Rajesh LACHMAN

• Provided operational support to sales and call center teams, processing 35+ customer requests daily while maintaining 95%
service accuracy.
• Coordinated with sales teams to track leads and applications, contributing to 100% target tracking and improving follow-up
efficiency.
• Managed 70-80 inbound/outbound calls daily, resolving customer issues with 90%+ first call resolution and high service quality.
• Prepared daily and weekly operational reports for management, ensuring 100% accurate documentation and timely updates.
• Ensured compliance with banking policies during transactions, maintaining zero compliance breaches and 95% process accuracy.
• Supported onboarding and coordination to improve team workflow efficiency.

• Managed end-to-end mortgage documentation, ensuring full compliance with internal and banking partner Standards.
• Assisted clients in understanding income, credit scores, and property details to recommend suitable mortgage products.
• Explained fixed and floating interest rates, ensuring 95% client understanding and satisfaction.
• Handled KYC and documentation for all clients, maintaining zero compliance errors during audits.
• Coordinated with credit teams to verify approvals and ensure loan disbursement within SLA timelines.
• Resolved client queries promptly, Supported loan disbursement processes, contributing to monthly mortgage target.

• Acquired new clients and expanded insurance and retail banking product penetration, contributing to revenue growth.
• Managed inbound and outbound calls with a focus on complaint resolution, surpassing service quality benchmarks. Proactively
collaborated with cross-functional teams to streamline client onboarding processes, reducing average onboarding time by 15%
and improving overall customer experience.
• Collect and verify KYC documents (ID proof, address proof, income documents, bank statements)
◦ Ensure compliance procedure
is as per UAE central bank .
• Identify discrepancies and coordinate with customers for corrections within Tat.
◦ Generate leads through outbound calls, and
customer referrals.
◦ Explain loan features, eligibility criteria, interest rates, and repayment terms to customers.
• Convert existing bank customers and new prospects into loan customers .Follow-up with prospective clients to ensure high
conversion rates .Maintain and update CRM records for tracking conversions.
• Source and process balance transfer cases from other banks. Coordinate with credit and operations teams for faster processing.

My primary responsibilities involve:
•Focus on helping clients by responding emphatically to a variety of questions, assisting with a myriad of banking solutions and resolving concerns as a first point of contact.
•Proactively engaging with the RBC Clients through various communication channels to deliver outstanding customer service experience
•Educate & assist clients with the usage of RBC digital capabilities
•Manage risks by adhering to compliance routines and processes to safeguard the clients and RBC standards

• Managed end-to-end customer service for motor, home, and travel insurance policies, including queries and claims-related
support.
• Resolved customer issues within defined SLAs, achieving 90%+ first contact resolution (FCR).
• Monitored and tracked customer cases through CRM, ensuring timely follow-ups and closure within TAT.
• Processed insurance applications and service requests in line with regulatory and internal compliance standards.
• Handled high-volume inbound/outbound interactions while maintaining consistent service quality KPIs.
• Supported policy retention and cancellation handling, minimizing churn through effective communication.
• Conducted product/process training sessions, improving team service quality and knowledge levels.
• Led customer feedback initiatives, contributing to 10% improvement in customer satisfaction (CSAT).
• Arrange training on regular basis for upgrades in products sold by company and changes to be done regarding cancellations
or retentions on existing portfolio of client .When working with challenging clients, continually kept the work ethics and
professionalism in check.

I was responsible for sustaining a portfolio in excess of US$ 400, 000, my role primarily focused on SMEs to Large Multi-National Groups and Public Sector setups across the UAE (targeting half to full page ads per client). Apart from significant sales & account management activity, the following tasks form the core of this role:
•Lead generation by researching company profiles to understand client needs & accordingly formulate presentations and proposals to existing as well as new clients on annual basis
•Actively involved with the production team on ad-campaign designs and layouts considering the artworks submission deadlines set by the management team
•Formulate and implement additional revenue producing services such as online advertising which maximizes the scope of media coverage for existing and potential clients
•Apply strategic account management practices to collaborate & achieve individual and team revenue targets on monthly and yearly basis

• Managed a client portfolio worth USD 150, 000, overseeing the full sales cycle from lead generation to client retention.
• Online channel and print media sales. Increased client spending and advertising reach through strategic upselling and
personalized campaign support. Coordinated with internal teams to ensure timely campaign execution and maintain high client
satisfaction.
• Led sales team to drive revenues and new business development, securing accounts across diverse sectors.
• Trained team members on sales techniques and customer service best practices.
• Built strong relationships with clients to promote company products and services.

Key responsibilities included:
•Selling advertising solutions and driving sales across multiple platforms for an in-house publication
•Planning quarterly & yearly sales goals for the Sales team department

Operating as a GULFCO representative and actively maximizing the sales business in designated areas. Responsibilities included:
•Identify selling prospects by evaluating customer needs
•Relationship management with all relevant stakeholders such as Hypermarkets, Convenience stores and vendors