Summary
Overview
Work History
Education
Skills
Timeline
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ROHAN SHAH

Hobart,Australia

Summary

Results-driven Sales and Customer Service Professional with expertise in Customer Growth, Account Management, and Stakeholder Engagement. Proficient in resolving intricate customer issues, enhancing processes, and facilitating the execution of commercial and SMB growth strategies. Demonstrated success in fostering cross-functional collaboration and coaching customers to achieve retention goals.

Overview

5
5
years of professional experience

Work History

Business Relationship Manager

Momentum Energy (Hydro Tasmania)
07.2024 - Current
  • Managed a portfolio of 600+ enterprise-level and SMB accounts, driving customer satisfaction and retention rates of over 65%. Proactive outreach to my customers and high class problem solving abilities helped me achieve this.
  • Provided excellent onboarding experiences to customers on the Virtual Solar Sharing platform. Provided training on how to set up trades and shared resources to help customers formulate their trading strategy. Currently managing 6 clients on this platform with a 85% renewal rate for FY25 on this platform.
  • Contributed to continuous improvement habits by identifying process improvements from customer feedback. Collaborated with the Billing and Data Insights teams to design reports to help customers analyze multisite Billing data in one single report.

Sales and Retention Team Lead

Momentum Energy (Hydro Tasmania)
04.2023 - 07.2024
  • Mentored a Telesales Team of 15 agents to meet Net Movement goals for FY24. Finished FY24 at 105% to target. Displayed strong Analytical skills by monitoring agent metrics and sales performance closely and provided insight to the Leadership Team on team performance on a weekly basis.
  • Developed Microsoft Excel Macros to help reduce the Average Handling Time. Designed a Call Journey tool to help drive compliance in conjunction with quicker customer journeys. The team saw a 10% improvement in quality scores and the lead abandoned rate was maintained within the 5% benchmark for FY24.
  • Collaborated with various teams like the Pricing Team and the Compliance team to share customer and agent feedback and design tailored solutions. Provided feedback to the Pricing Team around the two residential products having similar rate cards which was impacting conversion and direct debit uptake which when remedied led to a 12% increase in conversion.

Sales Specialist

Momentum Energy (Hydro Tasmania)
11.2020 - 04.2023
  • Led customer growth activities to drive conversion and outbound activity. Proactive campaign monitoring and leveraging my Sales experience, I guided the team to exceed the 80% conversion KPI.
  • I’ve delivered six Telesales training/induction programs since 2020, handling everything from planning to post-training support. My focus has been on making onboarding more effective, cross-skilling agents to reduce operating costs, and improving customer service consistency.
  • I handled complex customer escalations by applying detailed knowledge of industry rules and internal processes. Ensured 98% of escalated cases were resolved or referred within the 48 hour SLA.

Education

Master of Business Administration - Finance

Deakin University
01.2018

Bachelor of Business Management - Finance

Christ University
01.2014

Skills

  • Customer Retention and Renewals
  • Effective Communication
  • Data Analytics
  • Customer Service
  • Stakeholder Management
  • Customer Coaching

Timeline

Business Relationship Manager

Momentum Energy (Hydro Tasmania)
07.2024 - Current

Sales and Retention Team Lead

Momentum Energy (Hydro Tasmania)
04.2023 - 07.2024

Sales Specialist

Momentum Energy (Hydro Tasmania)
11.2020 - 04.2023

Bachelor of Business Management - Finance

Christ University

Master of Business Administration - Finance

Deakin University

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ROHAN SHAH