SaaS Consultant | Helping SMB, SME, eCommerce Increase Revenue & market Share | Lead Generation | BPO | Student Of Life
10 + years of proven SaaS Sales, BPO & Clients' Services experience in both domestic and North American Markets with world’s leading companies out of which 6 years on different Managerial roles managing teams of over 50 people in 3 different counties/ cultures that is Dubai, Malaysia and Pakistan.
A smart worker by nature and hard worker by believe who will always look to find the simplest route to achieve any pre- set goal,
During the course of my professional career I have worked with constant Teams, Markets and Situational Analysis, taking initiatives in Work Force Management and First Call Response. I am a confident team player and leader with strong work ethics, exceptional learning potential, and the ability to adapt in any fast-paced business environment.
My background, knowledge, expertise and experience include:
People Management • Customer Excellence • Process Management
Codup is an award-winning digital technology services company, helping businesses leverage technology to increase revenue.
• Being a proud reseller of Microsoft, Freshworks and Zoho, selling their SaaS solutions along with Codup products local and internationally.
• Identifying and pursuing opportunities with new or existing customers through various channels that enable company to achieve its financial objectives.
• Managing both our existing sales pipeline and developing new business opportunities.
• Generate new leads, identify and contact decision-makers, screen potential business opportunities, select the deals inline with strategies.
• Maintain a healthy relationship with new and existing clients.
• Working closely with the CEO to identify potential new business opportunities that may fit within Codup's “sweet spot”
• Take a lead role in the development of proposals and presentations for new business materials to create and nurture business opportunities and partnerships with other IT agencies.
• Effectively interacting with internal departments, such as Business Analyst, Project Management and Developers, to successfully handing over new projects/campaigns to ensure the team is fully briefed in all aspects of the project and the customer’s requirements.
Team Size: Avg. 75 People
Clients' Location : North America
SaaS/ Spectrum / Direct TV / Comcast / Vivint
• Accomplishes Sales/ customer service human resource objectives by recruiting, training, scheduling, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves sales/ customer service objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meets financial objectives by forecasting requirements; preparing quarterly & annual budgets; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Achievements:
• Creation / Improvement of / in Organizational Culture by keeping a balance in between work and recreation by maintaining WTO of all staff members to 75%
• Started off from a team of 25 people but ending up managing a team of over 175 by consistently increasing the team size with constant recruitment, training and upgrading core capabilities of all team members
• Process Improvement
o Resulting in improvement in AHT by 30%
o Resulting in FCR from 60% to 85%
• 4.8* Rating in Customer Experience
Managing US Client's Data and Voice Projects pertaining to the Mortgage Sector.
Responsible for client correspondence i.e. feedback, updates, TAT, Production or Quality concern or queries.
Dissemination of Client Updates within the team & Ensuring the same is adhered rigorously
Update Weekly/Monthly Client Presentation info to ensure readiness of Presentation for Client scheduled meeting.
Corresponding Meetings & adherence to the devised Action Plan regarding - Attendance, Targets, Resource allocation, Strategic Planning etc.
Hourly Production Report - Analysis
Floor Monitoring
Individual/Team Targets
Shift End Production Status & Report Analysis
Attendance Monitoring and Counseling Sessions - Attrition Control.
Attendance Updation & Circulation
Check & Validate CPR & DPR maintainence
Supervisors KPI assessment
Monthly Scores & Appraisals.
Time-Sheet Fulfillment
Interviewing Fresh candidates.
Responsibilities:
• Regular Client Communication with property owners to check the availability of their properties for sale/rent (Cold Calling. Lead Generation and Closing)
• Real Estate market analysis on weekly and monthly basis
• Managing advertising portals namely Dubizzle, Property Finder, Bayut, Just Rentals,
• Managing over 40 either company owned and/ or have Power of Attorney properties
Achievement:
• Joined as Sales Coordinator - promoted to the senior level with in the span of eight months due to proficient working and leadership skills and experience
• Responsible for growing new and current partners in e-learning industry.
• To serve as the single point of contact for 87+ partners, ensuring smooth, on-time delivery across all sectors in North America & Pakistan as well as appropriately setting client expectations.
• Monitor daily revenue and production. Develop and communicate KPIs for measuring and reporting on key deliverables
• Assist new resellers with setups, marketing plans and develop business plans etc.
• Suggest, evaluate, initiate and implement improvements to internal and external processes, delivering efficient, enhanced levels of service
• Work closely with internal teams to understand content and market intelligence on weekly basis.
• Cross sell and up sell new program/product launches to current customer base
• Use relationship management to drive growth with our partners
• Combine interpersonal skills and business knowledge to evaluate opportunities for growth and improvement
• Accountable for a revenue and growth targets on a monthly basis
• Achieve a high success rate in building affiliate channels in key states for all governance, risk & compliance scenarios
• Conduct extensive product positioning in front of prospective clients to up sell Predict software
Responsibilities in Senior Customer Support Executive
• Our clients use our E.R.P. Production called “NorthStar Club Management System.”
• The system contains Membership Management, Accounts Receivable, Account Payable, Lockers, Rooms Reservations, Banquets, G.L, etc. modules.
• I maintain an extremely thorough understanding of NorthStar Club Management System as it evolves
• In case of a problem, I am supposed to:
Determine source of problem by interviewing customers, reviewing procedures and actions taken by the client
Resolve the Technical Issue to the end satisfaction of the client.
Document resolution/ responses and improve operating references,
collaborate with Technical Writing staff to update user guides
Coordinate with the Software Development to Expedite issues resolution
• Support / coordinate with the company’s client-base spread over North America.
• Manage customer specific issues in an issue tracking tool.
• Gathering and reworking client data for input into the system.
• Testing system and Troubleshooting of Technical problems, making changes, customizations and reports.
• Online Web Training to provide Ad Hoc system functioning to the Clients.
• Initial support after go live.
• Training of Super Users and End Users.
• IT Standards Networking & Administration
• Follow Accounting Standards, System Audit & Compliance