Aisha Mulla

Customer Success Team Lead Mudrex – Crypto Trading Platform | Dates Lead a global team of support agents, overseeing daily operations, escalations, and performance improvement initiatives. Develop and implement workflows to optimize ticket handling across priority levels, improving both speed and quality of responses. Coach and mentor agents through structured one-on-ones, skill-building sessions, and quality reviews to foster continuous growth. Collaborate with product and engineering teams to identify and resolve recurring issues, reducing friction in the customer journey. Partner with marketing on targeted campaigns to improve engagement, onboarding, and retention. Implement quality review programs and train selected agents as internal quality reviewers. Monitor key performance metrics, analyze trends, and design action plans to maintain high service standards.

Completed a Bachelor of Business Administration with a strong academic performance (81.59%), building a foundation in business management, marketing, and organizational behavior. Gained practical exposure to case studies, business simulations, and team projects focused on market analysis, customer engagement strategies, and operational efficiency. Actively participated in presentations, group discussions, and management workshops, enhancing communication, problem-solving, and leadership skills. Developed a keen interest in data-driven decision-making and customer relationship management, which shaped my career path in analytics, operations, and customer success leadership.