Febina Shahaz
Calicut
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
9
9
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Customer Relationship Manager
WIN GOLD LLP
10.2023 - Current
- Develop and implement CRM strategies to maximize customer satisfaction, retention, and loyalty.
- Oversee the CRM system and ensure its effective utilization across the organization.
- Analyze customer data and behavior to identify opportunities for improvement.
- Collaborate with marketing, sales, and customer service teams to align CRM initiatives with business objectives.
- Monitor and report on key performance metrics related to customer engagement and satisfaction.
- Conducted ongoing analyses of sales pipeline health using key metrics available within the CRM platform.
- Optimized lead nurturing processes through better segmentation and personalized communication strategies.
CRM & Administrative Executive
Malabar Group of Companies
11.2015 - 10.2016
- Created and maintained spreadsheets using advanced Excel functions and calculations to develop Reports and lists
- Managed daily office operations and maintenance
- Received and screened a high volume of internal and external communications, including email and mail
- Properly routed agreements, contracts and invoices through the signature process
- Created PowerPoint presentations used for business development
- Facilitated working relationships with co-tenants and building management
- Handled all media and public relations inquiries
- Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team Conferences
- Maintained and reserved the executive conference room calendar.
Office Coordinator
Malabar Builders
04.2015 - 09.2015
- Served as central point of contact for all outside vendors needing to gain access to the building
- Maintained an up-to-date department organizational chart
- Made copies, sent faxes and handled all incoming and outgoing correspondence
- Posted open positions on company and social media websites
- Created weekly and monthly reports and presentations
- Properly routed agreements, contracts and invoices through the signature process
- Maintained and reserved the executive conference room calendar
- Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists
- Planned meetings and prepared conference rooms.
Education
Bachelor of Science: Electronics & Communication -
KMCT Women's Engineering College
Calicut, KeralaSkills
MS DoS, Windows XP, 7, 8, Linux, Cisco IOS
MS Word, Excel, PowerPoint
Frame Relay, PPP/HDLC, VPN, DSL
IPv4 Routing Protocols: RIPv2, EIGRP, OSPF IPv6 Routing Protocols: RIPng, EIGRPv6, OSPFv3
FHRP (IPv4/v6) : HSRP, VRRP, GLBP
Meticulous attention to detail
Results-oriented
Self-directed
Time management
Strong problem solver
Advanced MS Office Suite knowledge
Business writing
Dedicated team player
Strong interpersonal skills
Human Resources Management (HRM)
Meeting planning
Certification
Cisco Certified Network Associate (CCNA - Routing & Switching v2.0)
Accomplishments
- Successfully planned and executed corporate meetings, lunches and special events for groups of 100+ employees.
- Increased office organization by developing more efficient filing system and customer database protocols.
- Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.
- Implemented PIR based Sensor Security Systems
- Worked as a Programmer, Controlling & Testing Fire Alarm System
Personal Qualifications
KMCT Women's Engineering College, Bachelor of Science: Electronics & Communication, Calicut, Kerala, India
Timeline
Customer Relationship Manager
WIN GOLD LLP
10.2023 - Current
CRM & Administrative Executive
Malabar Group of Companies
11.2015 - 10.2016
Office Coordinator
Malabar Builders
04.2015 - 09.2015
Bachelor of Science: Electronics & Communication -
KMCT Women's Engineering College