Zoya Qadri

Background

About Zoya Qadri

As a dedicated Business Analyst with over 16 years of experience, I am passionate about leveraging data-driven insights to drive operational excellence and strategic improvements. My career is marked by a commitment to enhancing business performance through effective analytics, process optimization, and team leadership. My key focus? Aligning business objectives with innovative strategies to deliver impactful results and achieve sustainable growth. Career Highlights:• CRM Efficiency Enhancement: Revamped CRM system, cutting average handle time by significantly and boosting first call resolution• Call Center Impact Reduction: Optimized payment checkout, reducing call center contacts by 16%.• Cost Savings: Created an online return process, eliminating manual refunds for damaged and incorrect-size products.• Workforce Optimization: Led workforce management for Sprinklr, enhancing CRM department efficiency and performance.• Customer Experience Improvement: Upgraded customer services and internal surveys, including extensive Voice of Customer (VOC) initiatives. Core Skills:• Call Center Operational Leadership• Project Management• Business Analysis• Data Management & Analysis• Process Improvement• Policy Creation & Enforcement• Quality Assurance• Technology IntegrationMy career trajectory showcases my ability to drive innovation and lead teams with a focus on achieving business objectives. Whether it’s optimizing call center operations, managing CRM systems, or enhancing customer experiences, I am dedicated to delivering value at every step. Industry Expertise:• Proficient in analysing business operations across diverse sectors including retail, call centers, and CRM systems.• Specializing in areas like operational excellence, data-driven decision-making, and process optimization.I aim to leverage my skills in business analysis and operational leadership to enhance organizational success and promote transformative outcomes.