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概要
A strategic and influential team member in critical leadership role within Customer Success team. Served as a key influential part to build/develop sustainable post-sales support operations, support offerings, customer support initiatives & continuous improvement of portfolio as it relates to customer outcomes. Owned the vision/strategy/execution for driving all customer support across all solutions and to build and lead a world class global team of customer support & success professionals with expertise in support. Collaborated across and within organization to build strong customer loyalty and satisfaction programs.
Ability to rapidly assimilate a range of complex information and make expert judgments; think strategically and see the bigger picture; influence and persuade senior members of staff, to review and alter practices, where necessary. Possess high level of accuracy and attention to detail. Personal resilience and ability to perform effectively in a pressurized environment. Innovator with a positive “can do” attitude and a positive attitude to change. Highly motivated self-starter, willing and able to act on own initiative, as well as work within a team. Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management.
工作经历
Assistant Manager Product Support
Managed 3 Software as a Service (SaaS) products (ROZEE.PK; MIHNATI.COM; NASEEB.COM).
Handled Database and CRM Software
Effectively communicated and ensured all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
Liaised with the client on a weekly basis and reported on the level of customer complaint resolutions.
Prepared complaint trends and communicated lessons learnt to the manager, so that the service levels can be improved.
Responded positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
Provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements.
Responsible for investigation, resolution and reporting of all customer related complaints.
Coordinated with team members regarding complaint handling on daily basis.
Accountable to close all the complaints with in TAT with strong follow up skill.
Coordinated with the other department team members to resolve the complaints on time through emails and telephone.
Handled complaints reassigns and assigns on daily basis. Responsible to manage team members in their routine shifts, manage their swaps and leaves. Coordinate with team members regarding their issues on weekly basis.
Communicated with other departments and management to resolve problems and expedite work.
Coordinated all matters regarding operations with the management.
Carried out strong follow ups regarding issues with regard to “after sales and services” with the companies.
Suggested recommendations to management concerning staff and improvement of procedures.
Developed strong relationship with the companies. Directly dealt with the companies for the complaint resolution.
Served as the basic point of customer contact, and delivered customer support on any issue
Product Support Executive
Responded to customer inquiries, complains, questions, and suggestions as per the defined process guidelines.
Provided Pre and Post Sales Support to customers over emails and phone.
Got abreast of ROZEE tools and services.
Performed customer verification.
Used company provided software tools.
Proofread content before it went Live over the website.
Followed-up on missing information by the employers.
Dealt directly with customers over the phone and via e-mails.
Kept records of details and inquiries of customer complaints and take action accordingly
Created and maintained warm & strong client relationship by assisting them in using ROZEE products
Student Relationship Officer
Managed and implements the Faculty’s student communication plan
Evaluated student engagement and satisfaction through the development and implementation of an annual survey
Coordinated, developed and promoted programs and services aimed at enhancing the student experience
Serves as the Faculty’s staff liaison for all student experience initiatives, providing counsel and direction on the university’s policies and procedures
Maintained on-going, broad-based consultation and collaboration with students, faculty and staff to provide direction to the Faculty’s strategic plan
Created and maintained student files and database records.
To maintain relevant noticeboards for Exam timetables, Events, Project and Academic success.
Participated in Attendance monitoring system and control absenteeism.
Alerted the Center Manager regarding center requirements for stationery, marketing Collateral, office supplies, etc.
Maintained and monitored center infrastructure.
Established and maintained positive relationships with students.
Responded to student queries within required timeframes and updating student records accordingly.
Provided technical and administrative support as needed to students in the use of the student portal.
Arranged Alumni, get to gathers, trainings, brainstorming sessions etc for students.
Managed and Coordinates with student regarding student activities, workshop and seminar.
Handled other task given by Center Manager.
Customer Support Executive
As Customer Support Executive for British Council Helpline.
Customer Support Executive
Worked as a Customer Support executive at Nestle's Naata number.
