Umema Kasu
Offenbach
Kurzprofil
Throughout my career, I've cultivated a wealth of experience spanning various sectors, engaging with clients both locally and internationally. My expertise encompasses sales, pre-sales, effective communication—both written and verbal—interpersonal finesse, and adept team management. With a strong belief in the versatility of skill sets, I am poised to transition seamlessly into industries that value strategic storytelling and efficient time and people management.
Übersicht
13
13
years of professional experience
Berufserfahrung
Team Manager
IDFC First Bank
10.2022 - Current
- Lead and manage a team of 62 officers, across 4 teams of inbound, outbound and Video/Chat channels focusing on performance, training, and development.
- Ensure high-quality customer service, handling escalations and resolving issues promptly.
- Set targets and goals, tracking progress and providing feedback
- Cross-sell retail products like credit cards, loans, fixed deposits and accounts to existing customers.
- Identify opportunities to upsell and increase wallet share.
- Promote digital banking channels like mobile and internet banking.
- Oversee daily operations, ensuring adherence to policies and procedures.
- Ensure compliance with RBI and internal audit guidelines.
- Develop and execute local marketing strategies to drive business growth.
- Collaborate with marketing teams for product launches and campaigns.
Team Leader
Better Mortgage, Corporation
01.2022 - 05.2022
- Orchestrated the entire spectrum of home mortgage origination, processing, and closure for purchases, spanning prime and sub-prime loans.
- Oversaw rigorous analysis of initial loan documentation, underwriting procedures, disclosures, and closing packages to ensure precision.
- Utilized advanced tools to calculate credit scores, evaluate real estate purchases, and scrutinize financial data such as salaries, savings, debts, and expenses to assess loan eligibility.
- Championed staff motivation while meticulously monitoring and evaluating performance against company benchmarks and performance standards.
- Proactively identified and addressed any performance or quality gaps to maintain operational excellence.
- Generated and presented accurate reports on team performance metrics to senior management.
- Spearheaded solutions and effectively resolved problems and issues to optimize workflow efficiency.
- Cultivated an inclusive and inspiring team environment characterized by open communication and collaboration to foster team cohesion.
- Implemented engaging team-building activities to foster morale and combat work-from-home monotony.
Senior Business Development Consultant
Netscribes, Inc.
03.2018 - 11.2021
- Developed an extensive database for companies in the consumer goods and e-commerce sector, facilitating targeted outreach and strategic engagement.
- Played a pivotal role in acquiring new clients and implementing effective strategies to upsell products or services to existing clientele.
- Identified and capitalized on new business opportunities, leveraging industry insights to proactively set up meetings and foster meaningful connections with key stakeholders.
- Planning and preparing presentations.
- Acted as a liaison between the company and clients, announcing new product developments and innovations to prospective clients, driving interest and engagement.
- Oversaw the development of compelling marketing literature.
- Writing and maintaining weekly reports.
Front Desk and Resident Historian (VIP Guests)
The Taj Mahal Palace, Mumbai
10.2017 - 03.2018
- Welcome guests upon their arrival and assign rooms
- Conducted historical walks for guests around The Taj Mahal Premises.
- Executed all check-in and check-out tasks efficiently, streamlining the guest arrival and departure process.
- Managed Guest Relations activities and engaged with guests daily, ensuring utmost satisfaction..
- Effectively managed online and phone reservations, maintaining accurate records and ensuring seamless booking experiences for guests.
- Provided clear information to customers about payment methods and verified their credit card data to facilitate secure transactions.
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Maintained accurate and updated records of bookings and payments, ensuring transparency and efficiency in hotel operations.
Team Leader
Altisource Business Solutions Pvt. Ltd
05.2013 - 07.2017
- Prepared daily workloads for staff and coordinated the daily allocation of work to ensure efficiency.
- Worked with the team to achieve high standards and meet KPI targets.
- Handled and resolved client queries, serving as the primary point of contact for front-facing business interactions.
- Mentored and trained new and junior members of the team.
- Was responsible for identifying and addressing gaps in performance or quality promptly.
- Monitored and reported on standards and performance targets to track progress and identify areas for improvement.
- Organized and chaired weekly team meetings, focusing on targets and achievements.
- Implemented new initiatives and created a conducive work environment.
- Ensured all administrative and IT records were entered and updated correctly.
- Organized training workshops to support the performance of team members.
Ausbildung
Master of Arts - History
Mumbai University
Bachelor of Arts - History & Philosophy
Jai Hind College, Mumbai University
Kompetenzen
- Reporting
- Risk Management
- Strategic Management
- Client Management
- Client Onboarding
- Governance
- Regulatory and Business Conduct
- Leadership excellence
- Staff motivation
Languages
Urdu
First language
English
Advanced
German
Elementary
Hobbys
- Reading
- Exploring new Technology
Zeitleiste
Team Manager
IDFC First Bank
10.2022 - Current
Team Leader
Better Mortgage, Corporation
01.2022 - 05.2022
Senior Business Development Consultant
Netscribes, Inc.
03.2018 - 11.2021
Front Desk and Resident Historian (VIP Guests)
The Taj Mahal Palace, Mumbai
10.2017 - 03.2018
Team Leader
Altisource Business Solutions Pvt. Ltd
05.2013 - 07.2017
Master of Arts - History
Mumbai University
Bachelor of Arts - History & Philosophy
Jai Hind College, Mumbai University