CRM Strategy & Engagement Leader

ALEKHYA TAMBALA

CRM MANAGER

412-***-**** ****************@*****.*** Detroit, MI Alekhya T\linkedin.com CAREER OBJECTIVE

Accomplished results-oriented CRM and Business Development leader with extensive experience in driving customer engagement, retention, and revenue growth across diverse industries. Expertise in designing and executing data driven strategies to optimize customer journeys, enhance client satisfaction, and deliver measurable business outcomes. Proven track record in leveraging CRM platforms, marketing automation, and advanced analytics to streamline operations, identify high impact opportunities, and build enduring client relationships. Adept at leading cross functional teams, aligning business development initiatives with organizational objectives, and executing innovative solutions that support sustainable growth and profitability. Committed to delivering exceptional customer experiences while driving strategic initiatives that strengthen brand value and market position.

WORK EXPERIENCE

CRM Executive, Riviant INC Feb 2026 – Present

• Managed end-to-end CRM system operations to support client engagement, sales tracking, and service delivery

• Configured and maintained CRM platforms (Salesforce/HubSpot) to align with business and client requirements

• Analyzed customer data to identify trends, enabling data-driven decision-making and targeted campaigns

• Designed and implemented customer segmentation strategies to improve personalization and engagement

• Collaborated with cross-functional teams (sales, marketing, IT) to optimize customer lifecycle processes

• Built and maintained dashboards and reports to track KPIs such as conversion rates, retention, and pipeline performance

• Improved lead management processes, increasing lead-to-conversion efficiency

• Supported automation of workflows (email campaigns, follow-ups), reducing manual effort and improving response time

• Identified system gaps and recommended enhancements to improve CRM performance and user experience

• Provided training and support to internal teams on CRM tools and best practices

• Ensured data accuracy, integrity, and compliance within CRM systems

• Assisted in integrating CRM with other business tools and platforms CRM Manager, Yellow Planners LLC Nov 2017 – March 2021

• Managed and optimized CRM platforms (Salesforce/HubSpot/Zoho) to improve customer segmentation, lead management, and campaign effectiveness.

• Developed and executed data driven strategies to increase customer retention, engagement, and lifetime value.

• Analyzed customer behavior and sales data to identify growth opportunities and inform business development initiatives.

• Designed and implemented automated workflows, marketing campaigns, and communication strategies to enhance customer experience.

• Collaborated with sales, marketing, and product teams to align CRM strategies with overall business objectives.

• Built and maintained strong, long-term client relationships, increasing repeat business and client satisfaction.

• Tracked and reported key performance metrics, presenting actionable insights to senior management for decision-making.

• Led CRM training programs for cross-functional teams to ensure optimal platform adoption and usage.

• Streamlined customer data management processes, improving data accuracy, reporting efficiency, and compliance.

• Managed end-to-end CRM projects, including system upgrades, integrations, and new feature implementations.

• Developed targeted business development strategies by leveraging customer insights and analytics.

• Increased revenue and conversion rates by implementing personalized engagement campaigns based on customer segmentation.

Fraud Specialist, Synchrony Financial LLC April 2017 – Oct 2017

• Monitored and analyzed customer accounts and transactions to identify and prevent fraudulent activity.

• Investigated suspicious activities, escalated high-risk cases, and ensured timely resolution while maintaining compliance with company policies.

• Assisted customers with inquiries, complaints, and account issues, providing clear guidance and effective solutions.

• Conducted risk assessments and implemented preventive measures to reduce financial losses and protect company assets.

• Collaborated with cross-functional teams, including compliance, security, and operations, to enhance fraud detection protocols.

• Maintained detailed records of investigations, case notes, and resolutions for audit and reporting purposes.

• Educated customers on secure account practices, fraud prevention tips, and company policies to minimize risks.

• Utilized CRM and fraud detection software to track incidents, trends, and recurring issues.

• Responded promptly to escalated customer complaints while ensuring a positive customer experience.

• Analyzed fraud trends and patterns to recommend improvements in internal controls and processes.

• Provided training and guidance to new team members on fraud detection tools and customer service best practices.

Business Development Specialist, Bathi Poultries LLC June 2016 – March 2017

• Built and maintained strong relationships with distributors, retailers, and key clients to drive repeat business and long-term partnerships.

• Conducted market research and competitive analysis to identify trends, customer needs, and potential areas for growth.

• Designed and implemented strategic sales plans to achieve revenue targets and business objectives.

• Collaborated with production, supply chain, and marketing teams to ensure timely delivery and customer satisfaction.

• Negotiated contracts, pricing, and terms with clients to maximize profitability while maintaining strong client relationships.

• Monitored sales performance, analyzed results, and adjusted strategies to optimize business outcomes.

• Organized and participated in promotional events, trade shows, and client visits to boost brand visibility.

• Developed and presented proposals and business cases to secure new partnerships and grow existing accounts.

• Provided guidance and support to sales teams to enhance their performance and achieve targets

Consumer Behavior Intern, Big Bazaar LLC Dec 2015 – March 2016

• Identified and developed new business opportunities within the poultry market, resulting in increased sales and expanded market share.

• Assisted in analyzing customer shopping patterns, preferences, and purchasing behavior to support marketing and sales strategies.

• Conducted surveys and collected data on consumer satisfaction, product feedback, and brand perception.

• Monitored in-store customer interactions to identify trends, pain points, and opportunities for improving the shopping experience.

• Compiled and presented detailed reports on consumer insights to assist the marketing team in decision-making.

• Support promotional campaigns by tracking customer responses and evaluating campaign effectiveness.

• Collaborated with cross-functional teams, including sales and merchandising, to align strategies with customer expectations.

• Utilized POS data and CRM tools to segment customers and identify high-value target groups.

• Assisted in competitor analysis to understand market positioning and consumer preferences.

• Contributed to the development of actionable recommendations for enhancing customer engagement and loyalty.

• Gained hands-on experience in retail operations, consumer behavior analysis, and market research technique

HR Assistant Intern, Max Fashion LLC.

Dec 2014 – March 2015

• Assisted in the recruitment process, including job posting, resume screening, scheduling interviews, and coordinating candidate communications.

• Maintained employee records, HR databases, and personnel files with accuracy and confidentiality.

• Supported onboarding activities, including preparing joining kits, induction sessions, and documentation for new hires.

• Assisted in organizing employee engagement activities, training sessions, and workshops to enhance workforce satisfaction.

• Coordinated with department heads to gather HR requirements and support day-to- day HR operations.

• Prepared HR reports, attendance records, and leave management data for management review.

• Responded to employee queries related to HR policies, benefits, and procedures in a timely and professional manner.

• Supported performance appraisal and feedback processes by compiling employee evaluation data.

• Gained hands-on experience in HR operations, recruitment coordination, and employee lifecycle management.

• Assisted in implementing HR initiatives aligned with organizational policies and culture.

EDUCATION & CERTIFICATION

• Master of Business Administration (MBA), Marketing, Manipal University, India, 2021 – 2023

• Bachelor of Business Administration (BBA), marketing, Ethames Business School, India, 2013 – 2016

• Sales Management Certification

• HubSpot Reporting Certified

• HubSpot Inbound Marketing Certified

• Zoho Crm certification

SKILLS & PROJECTS

• Salesforce, HubSpot & Zoho CRM Management

• Customer Segmentation & Data Analytics

• Lead Generation & Business Development Strategies

• Marketing Automation & Campaign Management

• Customer Retention & Loyalty Program Design

• Sales Forecasting & Revenue Optimization

• Google Analytics, Tableau & Power BI Reporting

• SQL & Excel for CRM Data Analysis

• Client Relationship & Stakeholder Management

• Digital Marketing: SEO, SEM & Omnichannel Engagement

• Sales funnel Improvement

• Consumer Behavior Management

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