Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Taher Goawala

Taher Goawala

Pune

Summary

Dynamic and results-driven professional with over 10 years of experience in B2B performance marketing and customer service.

Demonstrated success in creating data-driven lead generation strategies and building strong client relationships, resulting in consistent revenue growth. Expertise in leading cross-functional teams to implement scalable solutions that enhance customer satisfaction. Proven ability to exceed revenue targets through strategic planning and execution.

Overview

19
19
years of professional experience

Work History

Director of Client Engagement & Sales

Squaristic Media LLP
Pune
11.2024 - Current
  • Oversee end-to-end client engagements, ensuring alignment of objectives, strategic planning, and on-time delivery of lead generation campaigns.
  • Design and implement tailored sales strategies that deliver an increase in upselling, and contribute to growth in annual revenue.
  • Cultivate and maintain executive-level relationships, driving customer retention.
  • Collaborate with the Analytics, Creative, and Operations teams to optimize campaign performance and streamline processes.
  • Directed cross-functional teams to enhance brand visibility and engagement.

Account Manager

XDBS Worldwide
Pune
06.2019 - 06.2024
  • Managed a portfolio of 4 key accounts, delivering bespoke B2B marketing solutions that exceeded client KPIs.
  • Identified upsell and cross-sell opportunities, contributing to a 15% expansion of annual recurring revenue.
  • Coordinated multi-channel campaigns, leveraging insights from CRM and reporting tools to refine targeting and messaging.

Team Manager

Capita
Pune
08.2016 - 08.2019
  • Led team of over 30+ customer service advisers.
  • Monitored daily work volume, staffing levels, agent adherence, and technology functionality.
  • Managed and adjusted daily schedules based on real-time demand fluctuations.
  • Maintained efficient leave planner, roster, and transportation schedules.
  • Assessed agent performance to provide targeted training and development.
  • Analyzed service level reports to identify issues and anomalies promptly.
  • Coached mid and bottom quartile agents while mentoring top performers to elevate overall team performance.
  • Achieved stretch targets by effectively managing complex employee situations.

Team Manager

Vodafone
Pune
12.2011 - 08.2016
  • Joined as a Senior Customer Service Executive in the outbound billing process, handling and solving bill-related issues, upselling products, and also resolving technical issues related to network and handset software.
  • I was promoted to Team Leader, and I was responsible for hiring advisers for the billing process, identifying their potential, and assessing their attitude toward work.
  • I also managed process-level delivery calls and forecasting site AHT (talk time), and took care of call abandonment percentage.
  • Making sure that daily and weekly reviews wereconducted with the team members, where the SLA is discussed, and the resolution is implemented.
  • My basic responsibilities included day-to-day live call listing and feedback so that the damage is controlled on that particular call, weekly performance review with the adviser to forecast performance and control damage, monthly call listing, and one-on-one meetings to understand any challenges that the advisers face in terms of will or skill issues.
  • Micro-managing the bottom performers to get them to achieve the set target, and grooming the top performers for the next level by giving them additional responsibility for them to prove their potential.

Senior Customer Service Associate

WNS Global Services
Pune
02.2007 - 12.2011
  • Delivered exceptional customer service and support, consistently achieving a 95% satisfaction rating.
  • Collaborated with sales teams to identify upsell opportunities, contributing to a 10% increase in ancillary revenue.

Skills

  • Strategic Lead Generation
  • Campaign Planning
  • Client Relationship Management
  • Client Retention
  • Sales Forecasting
  • Pipeline Management
  • B2B Digital Marketing
  • Performance Analytics
  • Cross-Functional Leadership
  • Collaboration
  • AI Prompt Optimization
  • Data-Driven Decision Making

Accomplishments

  • WNS

Worked in a health care process for Aviva, was awarded for outstanding customer service, and performer for the quarter Received 'Star Awards' for (2008).
Awarded 100% attendance for 3 months.
Worked for Motor Insurance with Aviva received a Quarterly Rewards and Recognition Award.

  • Vodafone

Promoted to Team Leader in July 2012 and handling a team of 25 advisers, I was awarded the top team in NPS (Net Promoter Scores) across all sites in December 2013, April, and May 2014 across India, Egypt, and the UK.

  • Capita

Awarded Star of the Quarter

  • XDBS

Service excellence (Account management) Q1 2023

Timeline

Director of Client Engagement & Sales

Squaristic Media LLP
11.2024 - Current

Account Manager

XDBS Worldwide
06.2019 - 06.2024

Team Manager

Capita
08.2016 - 08.2019

Team Manager

Vodafone
12.2011 - 08.2016

Senior Customer Service Associate

WNS Global Services
02.2007 - 12.2011

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Taher Goawala