Abdullah Javaid
Lahore
Summary
With a proven track record of establishing quality assurance processes and driving customer success, I excel at enhancing client satisfaction and loyalty through data-driven strategies, effective training, and cross-functional collaboration. My expertise lies in optimizing customer interactions, resolving complex issues, and implementing impactful solutions that elevate the customer experience. I am dedicated to fostering long-term relationships and delivering exceptional results that align with both client and organizational goals.
Overview
6
6
years of professional experience
Work History
Manager, Quality Assurance and Growth
Motive
Lahore, Pakistan
07.2023 - Current
- Develop and Refine QA Processes: Establish and continually look for opportunities to improve quality assurance processes and standards for client interactions and support services.
- Collaborate with Cross-Functional Teams: Collaborated with sales, product, and support teams, enhancing customer satisfaction by devising and aligning strategies across departments.
- Design Training Programs: Create and deliver training programs for the customer success team to ensure consistent quality and adherence to best practices.
- Utilize Feedback for Improvement: Gather and analyze client feedback to identify trends proactively, and implement changes that enhance service quality and customer satisfaction.
- Implement Technology Solutions: Evaluate and integrate new technologies and tools that can streamline processes, enhance data analysis, and improve overall customer success outcomes.
- Monitor Industry Trends: Stay up-to-date with industry best practices and emerging trends in customer success and quality assurance to continuously refine your strategies.
- Risk Management: Identify potential risks in client relationships and develop proactive strategies to mitigate these risks before they escalate.
Sr. Customer Success Manager
CureMD
Lahore, Pakistan
07.2023 - 07.2024
- Client Relationship Management: Established and nurtured strong relationships with key stakeholders in client organizations, acting as a trusted advisor and advocate for their needs. Conducted regular check-ins and business reviews to ensure alignment with client goals, and to proactively address any concerns or challenges.
- Implementation Oversight: Played a crucial role in the implementation process for assigned practices, coordinating with internal teams to ensure timely and efficient deployment of EHR solutions. Managed project timelines, tracked progress, and ensured that client-specific requirements were met during the onboarding phase.
- Feedback Collection and Product Enhancement: Gathered feedback from clients regarding product performance, usability, and desired enhancements. Facilitated feedback sessions with clients to capture detailed insights and document specific needs for product improvements. Collaborated with the product team to discuss the feasibility of requested enhancements, participated in UAT (User Acceptance Testing), and ensured that new features met client expectations before deployment.
- Training and Support: Developed customized training programs and materials to help clients maximize their use of EHR features, improving adoption rates, and overall satisfaction. Provided ongoing support to address client inquiries, troubleshoot issues, and deliver solutions that aligned with their operational workflows.
- Data-Driven Decision Making: Analyzed usage data and client metrics to identify trends, areas for improvement, and opportunities to enhance service delivery. Used insights gained from data to guide conversations with clients, ensuring continuous improvement in the adoption of EHR solutions.
- Cross-Functional Collaboration: Worked closely with sales, support, and technical teams to ensure a seamless and cohesive experience for clients. Coordinated with the implementation team to manage go-live activities and ensure all client needs were met promptly.
- Risk Mitigation and Escalation Handling: Proactively identified potential risks in client relationships and developed strategies to mitigate issues before they escalated. Managed escalated client concerns with urgency, working towards prompt and effective resolution to maintain client trust and satisfaction.
- Account Growth and Retention: Identified opportunities for upselling and cross-selling additional services and features to enhance the client experience and drive account growth. Focused on fostering long-term client relationships, aiming to increase retention rates, and promote client loyalty.
Manager, Quality Assurance
Uber
Lahore, Pakistan
08.2018 - 07.2022
- As a Quality Assurance Manager specializing in Workforce Management and Client Engagement, I played a crucial role in ensuring exceptional service quality, optimizing workforce efficiency, and driving client satisfaction. With a focus on quality assurance processes, workforce planning, and client engagement initiatives, I successfully improved performance and enhanced customer experiences.
- Developed and implemented a robust quality assurance framework for the Customer Success and Support teams, setting clear standards and metrics to evaluate customer interactions. I was also part of the team that designed QA workflows and guidelines to ensure consistent, high-quality customer engagements across all support channels.
- I led the team that analyzed CSAT and DSAT scores and feedback from customers to identify areas of strength and opportunities for improvement. Conducted root cause analysis on DSAT responses to uncover underlying issues and trends affecting customer satisfaction.
- Constant collaboration with cross-functional teams to devise strategies aimed at enhancing the overall customer experience, addressing pain points identified through QA assessments. Implemented targeted initiatives based on data insights to improve engagement quality and reduce customer dissatisfaction ratings.
Education
A Levels -
New Middle East International School
Riyadh06-2015
Bachelor of Science - Economics
Government College University
LahoreSkills
- Workforce Optimization
- Strategic Planning
- Salesforce Management
- Team Leadership
- Complex Problem-Solving
- Operations Management
- Performance Management
- Policy and Procedure Development
- Customer Relationship Management (CRM)
- Cross-functional team management
- Project Management
Affiliations
- Football
- Cricket
- Reading
Languages
Urdu
First Language
English
Proficient (C2)
C2
Punjabi
Proficient (C2)
C2
Arabic
Elementary (A2)
A2
References
References available upon request.
Timeline
Manager, Quality Assurance and Growth
Motive
07.2023 - Current
Sr. Customer Success Manager
CureMD
07.2023 - 07.2024
Manager, Quality Assurance
Uber
08.2018 - 07.2022
A Levels -
New Middle East International School
Bachelor of Science - Economics
Government College University
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