Roshan Patel

Highly motivated and target-driven professional with 10+ years of experience in customer success, stakeholder engagement, and software sales. Proven track record of building and nurturing high-value client relationships, delivering tailored Salesforce SaaS solutions, and consistently exceeding growth goals. Skilled communicator and problem-solver with a strong focus on collaboration, adaptability, and continuous improvement.

Now seeking to leverage deep sales and customer success expertise to drive profitable growth and customer retention within the technology marketplace.

Duty Customer Experience Manager – LUL Interface Stations at MTR Elizabeth Line (2022-11 – 2025-12)

Over the last 7 years, having been promoted various times, worked in a customer engagement role. Role working for the UK's biggest railway project, the Elizabeth line has been about creating a better customer engagement and ensuring the system works on time and delivers its results. This role enabled work closely with senior stakeholders across the UK and drive better processes.

• Foster relationships with the customer experience team, LUL stakeholders, and customers.
• Ensure high standards and exceptional service within the team.
• Lead initiatives to achieve business objectives and high-quality outcomes.
• Assess and coach colleagues on safety-critical duties.
• Adapt to business and customer needs in a fast-paced environment.
• Provide training and insights to the operational team.

Station Control Room Operator & Customer Experience Coach at MTR Elizabeth Line (2021-04 – 2022-11)

• Managed the Station Operations Room and monitored all system assets.
• Communicated with internal and external stakeholders to uphold customer service standards.
• Sought opportunities for station improvement and problem-solving.
• Coached new starters and colleagues on safety-critical duties and customer experience.

Customer Experience Resourcing at MTR Elizabeth Line (2019-07 – 2021-04)

• Created and maintained rosters, ensuring compliance with guidelines and contracts.
• Handled queries from frontline staff and managers for efficient team management.
• Communicated with Agency Partners to ensure the railway system operated efficiently.

Customer Experience Assistant at MTR Elizabeth Line (2018-10 – 2019-07)

• Providing exceptional customer service and ensuring passenger safety.
• Leading platform management and ensuring the safe operation of the railway.
• Participating in safety briefings, team meetings, and personal development.

Software Business Development Executive at Microdec Recruitment (2011-03 – 2015-07)

Joined Microdec as a business development executive to grow the portfolio of customers globally. The role was created to win new logos and continuously manage existing portfolio of clients.

• Sold and implemented Salesforce CRM solutions for recruitment agencies, tailoring system configurations to meet specific business needs specifically working with 500+ user companies.
• Consistently generated £30K–£60K in monthly sales revenue across SaaS and on-premise recruitment software solutions, contributing to a £500K+ annual revenue stream.
• Delivered Salesforce CRM implementations to recruitment firms, customising workflows, dashboards, and automations to refine recruitment processes.
• Managed full sales cycle from prospecting to close, selling to recruitment agencies and HR departments globally.

BSc Honours in Computer Networks and Communications – University of Westminster (2008 – 2011)

A-levels and AS level in Business Studies, Sociology & IT – Havering College of Further and Higher Education (2004 – 2008)

GCSEs in General Education (including English and Maths grades A-C) – Valentines High School (1999 – 2004)