CRM
Nausheen Kothiwale
Director/Business Head-International
Hyderabad ,Telangana
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
Regional Director
Mantra Technologies Private Limited
Hyderabad
01.2022 - Current
- Promoted company by giving exciting and dynamic presentations to customers.
- Represented company at various national and global events.
- Produced agent-wise and team-wise reports per week to analyze job performance against team goals.
- Monitored staff performance by actively engaging in and observing day-to-day activities.
- Reviewed financial reports to identify potential issues, cost saving opportunities and significant departures from budget.
- Attended weekly meetings to discuss and optimize strategies.
- Recruited talented individuals bringing Cloud SaaS skills.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained new employees on proper protocols and customer service standards.
- Mitigated business risks by working closely with staff members and assessing performance.
- Trained and guided team members to maintain high productivity and performance metrics.
Director of Business Development
iMi.Co Inc
USA - Remote
10.2019 - 01.2022
- Negotiated, prepared, and signed contracts with clients.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Incorporated product changes into marketing messages to drive customer engagement and maximize profits.
- Collaborated with sales and marketing departments to support client acquisition.
- Identified business development challenges and customer concerns for proactive resolution.
- Implemented creative sales training techniques for new and existing staff to increase revenue and overall success.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Implemented innovative business development strategies to increase customer base and expand market share.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
Communications Manager
Studio52.tv
GCC - Hybrid
01.2019 - 09.2019
- Analyzed market data to inform strategic decisions.
- Evaluated program effectiveness to determine return on investment.
- Supported strategic plans through development and implementation of internal and external communication strategies.
- Produced internal communications for Audio projects.
- Coordinated advocacy relations meetings and prepared necessary materials in advance.
- Developed communications strategies to drive forward progress in public relations.
- Taught in-house employees strategies for successful internal and external communications.
- Oversaw team of communications and media relations professionals with focus on achieving PR results.
- Collaborated with other departments to develop integrated branding and public relations strategies.
- Researched latest market trends and analyzed data to develop public relations strategies and tactics.
Head of Upstream Process Development
Cygnus Solutions Private Limited
Pune
08.2017 - 03.2018
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed detailed plans based on broad guidance and direction.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Administrator - Business Operations
Machine Fabrico
Pune
04.2012 - 03.2017
- Developed strategic plans and initiatives.
- Developed monthly reports.
- Translated business priorities into implementable actions.
- Oversaw process improvement initiatives.
- Observed all laws, regulations and other applicable obligations.
- Fostered strong rapport with clients, vendors and stakeholders through consistent follow-up and communication.
- Monitored executive and site schedules to coordinate meetings and corporate events.
- Reduced errors in accounting and financial reporting by modifying current processes.
- Worked with stakeholders to drive product and service definition and design.
- Facilitated fast-paced and dynamic entrepreneurial environment.
- Prepared operational and salary budgets.
Debt Collections Officer
First Abu Dhabi Bank
Dubai
06.2008 - 12.2010
- Answered customer questions regarding accounts.
- Arranged for repayment or established repayment schedules based on customers' financial situations.
- Maintained daily, weekly and monthly collection and metric goals.
- Increased collection of outstanding payments within personal finance department as individual contributor in collections process.
- Identified accounts with overdue payments and found solutions to help bring loan to current status.
- Achieved performance goals on consistent basis.
- Collected on delinquent accounts to reduce overdue balances.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Collaborated with other departments to verify customer compliance with payment plans.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
Senior Customer Service Associate
Ventura Private Limited
Pune
09.2005 - 05.2008
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Developed and maintained strong relationships with customers to foster repeat business.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
Senior Customer Service Representative
Mphasis Private Limited
Pune
01.2003 - 09.2005
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Took cash and credit card payments via phone, in person, and through email.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Education
MBA - Accounting And Finance
United Business Institute of Belgium
Pune, India 05.2011 - 09.2012
Bachelor of Commerce - Accounting And Business Management
University of Pune
Pune, India 06.1999 - 10.2002
Skills
CRM and Salesforce proficiency
Additional Information
ADDITIONAL TECHNICAL SKILLS
• PGDST
• MS Office Suite
• DCFA
• OS: Windows, Linux
Software
HubSpot
Zoho
Salesforce
Workday
Asana
Slack
Mondaycom
ERP
Certification
Certified Collector, First Abu Dhabi Bank - 2008
Timeline
Regional Director
Mantra Technologies Private Limited
01.2022 - Current
Director of Business Development
iMi.Co Inc
10.2019 - 01.2022
Communications Manager
Studio52.tv
01.2019 - 09.2019
Head of Upstream Process Development
Cygnus Solutions Private Limited
08.2017 - 03.2018
Administrator - Business Operations
Machine Fabrico
04.2012 - 03.2017
MBA - Accounting And Finance
United Business Institute of Belgium
05.2011 - 09.2012
Certified Collector, First Abu Dhabi Bank - 2008
09-2008
Debt Collections Officer
First Abu Dhabi Bank
06.2008 - 12.2010
Senior Customer Service Associate
Ventura Private Limited
09.2005 - 05.2008
Best Employee, Mphasis Pvt Ltd - 2003-2004
03-2004
Senior Customer Service Representative
Mphasis Private Limited
01.2003 - 09.2005
Bachelor of Commerce - Accounting And Business Management
University of Pune
06.1999 - 10.2002
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