概要

Customer Success Manager and Client Experience Leader with over 6 years of experience in customer service delivery, customer support, business development, and relationship building. An insatiable learner with impeccable written and verbal communication skills and excellent interpersonal skills. Ability to hire, train, and develop customer relationship representatives into a superlative team, meet aggressive deadlines, and manage multiple projects simultaneously in a fast-paced, dynamic environment.

工作经历

公司标识
Customer Success Manager (Enterprise)
JobLogic
Aug 2020 - 代表 | Lahore, Pakistan

Joblogic is the number 1 service management software in the UK.• Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition.• Acquire a thorough understanding of key customer needs and requirements.• Expand the relationships with existing customers by continuously proposing solutions that meet. their objectives.• Ensure the correct products and services are delivered to customers in a timely manner.• Serve as the link of communication between key customers and internal teams.• Resolve any issues and problems faced by customers and deal with complaints to maintain trust.• Play an integral part in generating new sales that will turn into long-lasting relationships.Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.

公司标识
ASSISTANT MANAGER
CRONOMAGIC CANADA
Mar 2018 - 代表 | Lahore, Pakistan

 Deliver comprehensive leadership to a number of departments including phone support, chat support, setup support.
 Developing and implementing various business improvement initiatives including process re-engineering and workflow redesign, promoting efficiency and productivity while improving customer experience.
 Closely monitoring daily operations across departments to ensure the highest quality support and customer service is provided at all times, utilizing innovative strategies to maximize CSAT scores, minimize churn, ensure full compliance with all relevant guidelines, and proactively support ongoing learning and professional development for all personnel Key achievements.
 Enhance customer experience and satisfaction by empowering teams to take full responsibility and deliver the first-contact resolution of all customer inquiries. Boost productivity and morale through the implementation of a Performance Score Card and incentives metrics.
 Delivered effective team coaching and training on leadership development. Maximized efficiency by introducing new innovative workflows within each department. Improved client satisfaction by establishing new client-focused processes for the support teams. 

公司标识
SENIOR CUSTOMMER SUCCESS MANAGER | TEAM LEADER
Cronomagic Canada Inc
Sep 2016 - Feb 2018 | Lahore, Pakistan


Oversaw $1.2mil book of business involving 350+ accounts, 90% SMB,10% Enterprise. Worked with executive level management to develop new metrics, Keypoint indicators (KPI), compensation structure, and training practices. Conducted online training sessions to new clients and led onboardingthe process to ensure the success rate. Exceeded past metric numbers while maintaining call volume andquality of the service. Developed skills and retention training modules for 10+ new hires inClient Success Team. Established 10% revenue growth during 2019 in the US through upsells andadd-on sales.

公司标识
Customer Support Specialist
Smartrix Technologies
Aug 2014 - Aug 2016 | Lahore, Pakistan

• Worked as a Phone Support Agent. Inbound and outbound.
• Assisted clients with their technical queries.
• Interacting and assisting the internal department’s sales and client success.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Met all customer call guidelines including service levels, handle time, and productivity.
• Effective liaison between customers and internal departments.

学历

University of the Punjab
学士, 艺术学士, ‎
Arts
2018
Government College University
中级/A级, 普通科学学生, Intermediate‎
Customer Support
所占比重 70%
2014
Lahore Board
中级/A级, , ‎
Arts
2013

技能

熟练 24/7 Operations
初学者 Accounting System
熟练 Accounts Management
初学者 Active Directory
熟练 Adaptive
中级 Adobe After Effects
中级 Adobe Photoshop
初学者 Amazon Web Services (AWS)
熟练 American Accent
熟练 BPO
熟练 Building Business Relationship
熟练 Buying Experience
熟练 Call Centre Supervision
熟练 Call Handing
中级 Call Handling
熟练 Client Management
熟练 Client Success
熟练 Client Success Operations
中级 Cloud Operations
熟练 Communication / Interpersonal Skills
熟练 Communication Skill
中级 Content Audting
熟练 CRM
熟练 Customer Dealing
熟练 Customer Relationship Management
熟练 Customer Service Operations
熟练 Customer Services
熟练 Customer Success
熟练 Customer Support Operations
熟练 Doodle
熟练 Effective Communication
熟练 Effective Listening
熟练 Emergency Working
熟练 Experience In Call Center
熟练 Flexible
熟练 Fluent in English
熟练 International Logistics
熟练 Lab Knowldge
熟练 Leadership Skills
中级 Majoon Making
熟练 Manage intra unit referrals
熟练 Management
熟练 Management Skills
初学者 Microsoft Azure
初学者 Microsoft SQL Server
中级 Official Assignments
熟练 Planning Skills
熟练 Product Support
熟练 Pursuing News Stories
熟练 Quality Assurance

语言

初学者 法语
中级 旁遮普语
熟练 乌尔都语
熟练 英语