Ms office
SHAIK ZAINUL ABIDEEN
Team Leader - CRM Operations
HYDERABAD,TELANGANA
Timeline
Team Leader - CRM Operations - Radisson Blu Plaza
08.2021 - Current
Senior Operations Team Leader - Voltex Solar Solutions Australia
04.2018 - 06.2021
BRAOU UNIVERSITY - BBA,
07.2016 - Current
NIOS - High School Diploma,
11.1991 - 10.2005
Work History
Team Leader - CRM Operations
Radisson Blu Plaza
08.2021 - Current
- Championed a customer-centric approach within the team, driving continuous improvement efforts in service delivery.
- Established clear goals for the team, providing direction and motivation towards achieving those objectives.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
- Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
- Actively participated in discussions around organizational policies related to the use of technology within the company's business processes.
Created reports on operational performance metrics and presented them in management meetings.
Developed and implemented CRM operations procedures to ensure customer satisfaction.
Conducted regular meetings with team members to review performance and provide feedback.
Provided guidance and support to team members on technical issues related to the CRM system.
Managed budgeting activities related to the CRM operations team including forecasting costs and expenses associated with projects.
Ensured compliance with all applicable regulations related to the CRM operations team.
Analyzed data collected from customers through surveys, questionnaires or other sources in order to identify trends or patterns that could be used for better decision making.
Monitored daily workflow of the CRM operations team, identified areas for improvement and took corrective action as needed.
Resolved customer complaints promptly by providing appropriate solutions or escalations as required.
Senior Operations Team Leader
Voltex Solar Solutions Australia
04.2018 - 06.2021
- Managed a high-performing operations team, fostering a culture of collaboration and excellence.
- Reduced operational expenses through continuous analysis and optimization of resources and processes.
- Optimized inventory management processes, reducing waste while maintaining optimal stock levels for efficient operations.
- Introduced innovative solutions that automated manual tasks, freeing up valuable resources for strategic priorities.
- Introduced training programs that enhanced employee performance to build a motivated workforce. Handled three processes with three team leads, under my supervision with overall agents on board.
- VRM- Virtual Relationship Manager (Outbound/Inbound): A dedicated Relationship Managers for few set of customers whose bill is more than 3000 per month. CL- Close Looping (Outbound)
- Monitor Call tracking for responses from administrative team so call returns are done in a timely fashion
- Follow Up with customer within a specified time period in regards to initial phone call
- Communicate clearly and effectively with participants
- Listen to and analyze recorded conservation for improving customer skills. Organize and prioritizes duties.
Overview
7
7
years of professional experience
23
23
years of post-secondary education
Education
High School Diploma -
11.1991 - 10.2005
BBA -
07.2016 - Current
Skills
Team management
Salesforce proficiency
Staff development
CRM software expertise
Summary
Energetic and analytical professional with talent for problem-solving and leading diverse teams. In-depth understanding of customer relationship management systems and data analysis, paired with strong communication and organizational skills. Committed to driving operational efficiency and enhancing customer satisfaction.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursTeam Building / Company RetreatsSoftware
Computers
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Certification
SETWIN - Ms. Office
PASSPORT Details
# C8329841
Date of Issue: 07-02-2025
Date of Expiry: 06-02-2035
Place of Issue: Hyderabad
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