Niraj Khanna
Country Executive
Marsaskala
Summary
An experienced and results-driven business developer with a proven track record of over 14 years in delivering exceptional customer service across diverse industries. Recognised for consistently establishing, building, and maintaining strong relationships based on trust with team members, driving motivation, and enhancing productivity through effective leadership and managerial expertise. Demonstrated ability to develop and execute strategic plans, driving organisational growth and achieving long-term objectives. Proficient in analysing market trends, identifying opportunities, and implementing innovative strategies to stay ahead of the competition. Skilled in fostering collaboration and synergy across different departments, ensuring seamless coordination and alignment of goals. Proven expertise in leading organizational change initiatives, including mergers, acquisitions, and restructuring. Strong aptitude for leveraging emerging technologies and innovation to drive business transformation. Demonstrated commitment to corporate social responsibility and sustainability initiatives. Active participation in industry conferences, seminars, and forums.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Country Executive
Media Panthers
Mosta
07.2022 - Current
- Collaborate and contribute to development of marketing and payment product strategies, ensuring compliance with state and country regulations
- Support acquisition and retention team in creating targeted advertising strategies tailored to local markets
- Assist in negotiating advertising deals specific to different territories, optimizing brand visibility and reach
- Serve as liaison between Chief Marketing Officer (CMO), Chief Operating Officer (COO), and country-specific stakeholders, providing strategic insights for commercial decision- making
- Ensured seamless and consistent customer journey by aligning processes and touchpoints across various stages
- Generate innovative ideas and recommendations to expand customer base and drive revenue growth
- Represented company at exhibitions, fostering partnerships and expanding network of business partners
- Collaborate with vendors in India to establish office and operational presence.
- Cultivate relationships with Indian marketing and advertising brands, facilitating successful brand launch in India.
Customer Service Team Leader
Paddy Power Betfair Plc
05.2020 - 06.2022
- Oversee and manage team of customer service agents across dual brands, prioritizing performance management and facilitating career progression opportunities
- Lead customer service team with customer-centric approach, driving objectives that prioritize exceptional customer experiences
- Support agents in exceeding key performance indicators (KPIs) by focusing on enhancing customer journey and implementing strategies for continuous improvement
- Actively participate in projects aimed at increasing productivity and enhancing internal customer experience
- Foster seamless communication within team by providing continuous feedback, sharing examples, and setting both short-term and long-term goals
- Assist in recruitment and talent acquisition by screening candidates and conducting interviews
- Assume responsibility for day-to-day operations of customer service department, making real-time decisions and overseeing duty manager role, taking real-time decisions and overseeing duty manager role.
Sportsbet Customer Service Supervisor
Paddy Power Betfair Plc
10.2017 - 05.2020
- Supervising team of 25 agents in delivering the highest level of tailor-made customer service over emails and chats
- Managing the agents in adhering to their daily schedule and sickness policy
- Ensuring that the agents follow the quality standard at all given times by frequent quality checks
- Providing accurate information to internal and external customers’ queries by using all the available resources
- Assisting in hiring, recruiting and training new staff to deliver exceptional customer service keeping customers at heart
- Mentoring the agents for the onboarding process and achieving the monthly KPIs
- Running an in-depth report to identify the root cause for negative NPS
- Providing feedback to the agents on how to improve their performance to meet the monthly targets
- Structuring and implementing PDP and PIP for the development of the agents
- Identifying and proposing process changes for agents and customers to ensure seamless service and enhanced customer experience
- Communicating any technical issues to the customers, agents and stakeholders to manage the situation effectively
- Managing workforce in accordance with the events forecast
- Handling customer escalation and providing the best resolution keeping the customer first
- Delivering training to new agents and for any process changes
- Designing refresher training for the agents as per their request and monthly review
- Helping the Overnite trading team with bet settlement and promotion payouts
- Inform the trading team about a suspicious bet or any price concerns
VIP Customer Service Agent
Paddy Power Betfair Plc
09.2015 - 09.2017
- Answering inbound VIP customer Calls, Chats & Emails
- Managing multiple VIP & potential VIP accounts used for both personal & commercial activity
- Ensuring all VIP customers receive the highest level of customer service within the industry
- Responsible for working large orders on behalf of customers in the exchange
- Data processing, analysis and report creation
- Using knowledge of the industry to identify potential customers and business opportunities
- Being part of proactive outbound campaigns to generate new business, as well as re-activate
- Lapsed accounts & other retention campaigns
- Working closely with the Head of VIP Operations, Key account managers, and Premium accounts
- Building and maintaining customer relationships, identifying trends &methods to optimize and improve products
- Provide BDP/API support to software vendors and affiliates
- Running tableau reports for identifying POF between the MSA’s
Senior Flight Steward
Emirates Airlines
Dubai
09.2006 - 01.2014
- Managing a team of 8 – 10 Cosmopolitan crew
- Conducting Pre-flight briefing and de-briefing
- Ensured that the highest standards of safety and security are always maintained by my entire team to provide a safe environment for all our customers and crew on board
- Lead, facilitate and manage all resources to deliver the highest standards of customer service to ensure repeat business and brand loyalty
- Accessing crew performance in – line with the company standards to provide reports identifying strengths and areas of development
- Communicating effectively between different departments and personnel on operational matters
Education
Certificate - Artificial Intelligence
AI For Everyone
Coursera 07.2023 - Current
Agile Project Management - undefined
Coursera - 5
Foundation of Project - undefined
Bachelor of Commerce - undefined
Dr D. Y. Patil College (Deemed University)
04.2000 - 05.2003
Skills
Background in iGaming
undefinedAccomplishments
- Community Involvement
- Malta Clean up – Volunteering in helping and coordinating between individuals and government officials in organizing events to clean the island
- Tape – ball Cricket Project – Involved in bringing onboard the concept of Tape Ball Cricket and organizing a 16-team tournament in association with Malta Olympic Committee and Sports
- Council and Malta Cricket Association to provide an opportunity for the underprivileged expatriate to come together
- Chance to shine - educating and spreading awareness of a healthy lifestyle through cricket in schools with Malta Cricket Association.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Certificate - Artificial Intelligence
AI For Everyone
07.2023 - Current
Country Executive
Media Panthers
07.2022 - Current
Customer Service Team Leader
Paddy Power Betfair Plc
05.2020 - 06.2022
Sportsbet Customer Service Supervisor
Paddy Power Betfair Plc
10.2017 - 05.2020
VIP Customer Service Agent
Paddy Power Betfair Plc
09.2015 - 09.2017
Senior Flight Steward
Emirates Airlines
09.2006 - 01.2014
Bachelor of Commerce - undefined
Dr D. Y. Patil College (Deemed University)
04.2000 - 05.2003
Agile Project Management - undefined
Coursera - 5
Foundation of Project - undefined
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