Huda Radiowala

Work History

Team Leader - CRM Operations

Interactive Brokers Ind Pvt Ltd

07.2018 - 10.2024

Spearheaded process improvements initiatives aimed at enhancing overall customer experience within CRM operations.
Championed a customer-centric approach within the team, driving continuous improvement efforts in service delivery.
Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
Increased sales revenue with effective upselling and cross-selling strategies in CRM operations.
Established clear goals for the team, providing direction and motivation towards achieving those objectives.
Collaborated with other departments to develop streamlined processes for seamless customer interactions.
Created a positive work environment by fostering open communication and encouraging teamwork.
Reduced customer complaints by implementing proactive measures to address common issues.
Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
Developed a high-performing team through targeted recruitment, training, and performance management.
Delivered exceptional results consistently, exceeding set targets for both individual and team performance.
Improved CRM operations efficiency by streamlining processes and implementing new technologies.
Cultivated strong relationships with key stakeholders to ensure smooth collaboration on various projects.
Implemented data-driven decision-making to enhance the effectiveness of CRM operations.
Mentored junior staff members to support their professional growth and strengthen the skills within the team.
Liaised with upper management regularly regarding progress updates on key projects as well as any challenges encountered.
Optimized workflows for increased productivity, resulting in better overall team performance.
Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
Researched and evaluated potential new markets and products.
Created customized marketing materials to increase product awareness.
Generated reports to support development and implementation of marketing plans.
Conducted primary and secondary research to better understand customer needs and behaviors.
Used various market research tools and techniques to gather, analyze and interpret data.
Developed questionnaires and facilitated focus group discussions.
Established and managed relationships with external data providers and research vendors.

Senior Associate

Tech Mahindra

08.2015 - 07.2018

Trained and supported new team members, maintaining culture of collaboration.
Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
Mentored junior associates, fostering professional growth and helping them reach their full potential.
Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.

Senior Associate

Serco ( Teleperformance)

09.2013 - 07.2015

Handled Escalation team. Top performer throughout.
Trained and supported new team members, maintaining culture of collaboration.
Mentored junior associates, fostering professional growth and helping them reach their full potential.
Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
Completed daily logs for management review.

CSR

Streams (Converges)

06.2012 - 05.2013

Answered constant flow of customer calls with minimal wait times.
Responded to customer requests for products, services, and company information.
Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Streamlined communication between departments, ensuring timely resolution of customer concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
Maintained up-to-date knowledge of product and service changes.
Followed up with customers about resolved issues to maintain high standards of customer service.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Met customer call guidelines for service levels, handle time and productivity.
Delivered prompt service to prioritize customer needs.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Responded proactively and positively to rapid change.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Sought ways to improve processes and services provided.

Summary

Overview

Work History

Team Leader - CRM Operations

Senior Associate

Senior Associate

CSR

Education

Bcom - Commerce

Skills

Timeline

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