Radha Kurzadkar

Led a team of 15+ agents handling 500+ daily customer interactions and end-to-end internal order flow for Tira Beauty (Reliance Industries). Served as client liaison, managed weekly performance reviews and escalations, and designed SOPs from VOC data and agent feedback.

Managed 6 customer support executives handling 150+ daily tickets across phone, email, and chat, improving team KPI attainment from 72% to 94% in 3 months. Reduced first-response time by 20% via Freshdesk workflow restructuring and improved operational efficiency by 30% by identifying recurring pain points.

Performed 200+ QA audits monthly across voice, email, and chat, maintaining 98% adherence to service standards and reducing team error rates by 70% in the first quarter. Onboarded 20+ new hires, built 15+ training materials, and used trend analysis to drive policy changes and performance improvements.

Handled 80–100 daily customer interactions using Freshdesk and Freshworks CRM, achieving 80%+ CSAT and improving first contact resolution from 55% to 85% within 6 months. Resolved escalated complaints with 90% same-day resolution and reduced escalation backlog by 40% during peak periods.

Managed 60+ weekly prospects through consultative outreach and product demos, contributing to a 20% uplift in monthly customer acquisition targets. Built skills in communication, objection handling, and client relationship management in a high-velocity sales environment.

Earned a Bachelor of Science in Textile Science, building foundations in product quality, material science, and sustainability to inform customer support and recommendations in fashion and e-commerce.