Bhavna Shah
Sønderborg,Denmark
Summary
- Experienced CRM Business Consultant with strong expertise in translating business requirements into scalable CRM solutions that support end to end business processes. Skilled in collaborating with business stakeholders developers architects and cross application teams to design clear functional specifications and ensure seamless system integrations.
- Proven ability to define CRM processes data ownership and system behavior while supporting complex multi system environments including ERP integrations. Strong background in testing strategy test management and end to end validation to ensure high quality and reliable system delivery.
- Dynamic professional with a strong foundation in collaboration analytical thinking and communication. Demonstrates exceptional interpersonal skills that enable effective teamwork problem solving and cross functional alignment. Known for building strong partnerships between business and technology teams to deliver reliable and scalable solutions.
- Astute insightful and forward thinking Business Consultant with strategic and tactical planning abilities. Knowledgeable across operations markets and customer processes and focused on keeping organizations agile productive and responsive in changing business environments.
- Recognized for structured problem solving strong stakeholder communication and the ability to bridge business needs with technology capabilities to drive efficiency and sustainable digital transformation.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Business consultant
LINAK A/S
Sønderborg, South Denmark
2021.11 - Current
- Fostered strong relationships with clients through exceptional service delivery and consistent follow-ups.
- Streamlined supply chain management procedures for improved efficiency and reduced costs.
- Designed new workflows, resulting in smoother operations and higher output levels.
- Implemented new CRM systems to facilitate better customer relationship management.
- Conducted workshops for teams leading to increased productivity and team cohesion.
- Initiated cross-functional collaborations that improved overall corporate culture and employee morale.
- Led teams on complex projects to achieve business goals successfully.
- Improved customer satisfaction rates with process improvements across departments.
- Identified potential opportunities with thorough market research and analysis.
- Evaluated company performance using key metrics and prepared detailed reports.
- Fostered an environment of continuous learning, improving employee productivity and job satisfaction.
Business Analyst – Operations & Customer service
Star Union Dai-ichi Life Insurance
Mumbai
2011.11 - 2014.02
- Documented business requirements and analysed responsibilities.
- Collected and analysed information to clarify new system functionalities for department members.
- Facilitated innovative solutions bridging business and IT needs.
- Assisted in interpreting and modelling data for analysis.
- Assisted in planning, designing, and implementing UAT for projects.
- Prepared presentations using advanced Excel skills.
- Presented key findings to decision makers in structured meetings.
- Provided support to supervisors by documenting organisational structures and internal processes.
Sr Executive Customer Service & Operations
TATA AIA Life Insurance
Mumbai
2007.07 - 2011.07
- Handled Interest calculations (QRU) for lapse policies.
- Updating the CSO performance data on monthly basis and also for monthly rewards.
- Retention calling done for surrender and Free look cancellations.
- Mentoring 3 CSO (Customer Service Officers).
- Spearheaded major projects, yield significant improvements in efficiency and productivity .
- Developed robust business plans to ensure market competitiveness.
Relationship Officer – Customer Service Management
Standard Chartered Bank
Mumbai
2005.12 - 2007.05
- Managed personalized banking and investment needs for clients, ensuring tailored solutions and satisfaction.
- Cross-sold various bank products tailored to customer profiles, driving increased product uptake.
- Specially handled priority customers and generated target revenue for the bank.
- Acquired new clients for banking and investment services through personal referrals.
- Identified potential customers for the Saving Account package through targeted outreach.
- Market research and sale promotion activity for increasing the customer data base as well as to advertise the bank.
- Promoted insurance packages based on customer needs.
- Effective working in group for targeting the high–profile customers.
Executive
Kairos Services Pvt. Ltd
Mumbai
2005.06 - 2005.11
- To contact customers who are specially using overdraft facility.
- Generate the potential by market research and promotion for various product packages.
- To handle the telemarketing activity and fix up an appointment with the clients.
Education
Bachelor’s - Commerce
Mumbai University
India 2000.01 - 2005.01
Skills
- Collaboration
- Analytical
- Communication
- Interpersonal Skills
- CRM software usage
- SWOT analysis expertise
- IT systems knowledge
- User experience enhancement
- Interpersonal expertise
- Trends identification
- High-value project management
- Business model implementation
- Customer experience design
Certification
- Pursued Salesforce Training from Apex Online IT- 02/2020- 01/2021
- Certified Scrum Master- 11/2020
- Pursued Microsoft training & Certified Data Analyst Associate with Power BI- May 18, 2021
Hobbies
During the day I am physically active. I enjoy walking and cycling. I spend most of my daily life with my spouse and our daughter and in our free time I love to travel.
Career break for maternity leave
- 02/2014 – 01/2020
- An extended period of maternity leave to bring up my daughter until she was old enough to start Kindergarten.
Timeline
Business consultant
LINAK A/S
2021.11 - Current
Business Analyst – Operations & Customer service
Star Union Dai-ichi Life Insurance
2011.11 - 2014.02
Sr Executive Customer Service & Operations
TATA AIA Life Insurance
2007.07 - 2011.07
Relationship Officer – Customer Service Management
Standard Chartered Bank
2005.12 - 2007.05
Executive
Kairos Services Pvt. Ltd
2005.06 - 2005.11
Bachelor’s - Commerce
Mumbai University
2000.01 - 2005.01