Microsoft Azure DevOps
Ammad Khan
Customer Success Manager
Summary
Experienced Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for a friendly positive attitude.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Senior Application Analyst
CureMD Research & Development Center
Lahore
01.2018 - Current
- Primarily responsible for onboarding clients by training them on Application
- Performing tasks related to identifying and troubleshooting application issues and issues resolution or escalation
- Manage customer expectations regarding estimated response times for issue resolution
- Extensively research and document customer technical issues
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
- Responsibilities also include root cause analysis
- Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines
- Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert
- Additionally managing all cooperative and recreational events in the Company as a member of the Event Management Team
- Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
Branch Coordinator
Global Marketing Services
Lahore
09.2016 - 10.2017
- Provided operation support to the branch and assisted management in handlingcustomer accounts
- Maintain stock of and upkeep medical equipment supplied by the head office
- Schedule service requests of clients and ensure technicians attend to themefficiently
- Order supplies to the head office and schedule appointments for customers
- Greet and interact with customers daily and know the performance ofequipment
- Handle telephone calls, emails, and QUOTATION requests of clients
- Address billing issues, delivery schedules, late payments, and officemaintenance issues
- Coordinated sales, maintenance, and purchase orders with the health office
- Maintained and submitted documents to the head office for auditing purposes
- Performed scanning, photocopying, and filing of documents
- Disseminated changes in policies and procedures done by the head office to thebranch staff
- Assigned daily targets for the branch staff and provided support inaccomplishing them
- Organized quarterly meetings between the heads of the branch and head office
- Developed strategies and improved the quality and quantity of the branchoffice's work
Admin and Accounts Officer
CORE FTC
Lahore
08.2015 - 07.2016
- Assist with the preparation of the budget
- Implement financial policies and procedures
- Reconcile the general ledger
- Prepare and reconcile general bank statements
- Establish and maintain supplier accounts
- Ensure data is entered into the system
- Ensure transactions are properly recorded and entered into the computerizedaccounting system
- Prepare income statements
- Prepare balance sheets
- Assist with the annual audit
Administration Officer
Rexade Homes LLC
Dubai
10.2013 - 12.2014
- Issue code and authorize purchase orders
- Reconcile the accounts payable
- Reconcile the accounts receivable
- Manage distribution of utilities bills and collections of accounts
- Manage the filing, storage, and security of documents
- Respond to inquiries
- Maintain financial files and records
Customer Relationship Specialist
ABACUS Consulting
Lahore
08.2011 - 05.2012
- Fulfills requests by clarifying desired information; completing transactions;forwarding requests
- Sells additional services by recognizing opportunities to up-sell accounts;explaining new features
- Maintains call center database by entering information
- Other duties as assigned
- Courses & Certifications
- Enterprise Design Thinking, IBM
Education
Bachelors -
University of Punjab
Lahore, PB 01.2016 - 02.2018
ACCA Part Qualified, SKANS - Accounting And Business Management
ACCA
Lahore, PB 01.2015 - 01.2018
Intermediate - Engineering
Punjab Group of Colleges
01.2008 - 01.2010
Skills
Microsoft Officeundefined
Projects
- Process improvement and Cost Reduction by implementing RPA for production and implementation processes
- Workflow Design and Solution implementation for Remote Rapid COVID Testing labs
- Designed KPIs for team to gauge production and Quality
- Designed and developed In-App Feedback mechanism for effective NPS
- Introduced Add-on selling campaign through active support resulting in more than $200,000 recurring revenue annually
- Implemented Employee Onboarding solution for whole department
- Improved the Implementation Audit process by introducing preset Reports for quick overview
Certification
Enterprise Design Thinking by IBM
Software
Teamwork Project Management
Microsoft Office
Izenda
WalkMe
Easy Insights
Microsoft Sharepoint
Microsoft CRM
Zoho CRM
Timeline
Senior Application Analyst
CureMD Research & Development Center
01.2018 - Current
Branch Coordinator
Global Marketing Services
09.2016 - 10.2017
Bachelors -
University of Punjab
01.2016 - 02.2018
Admin and Accounts Officer
CORE FTC
08.2015 - 07.2016
ACCA Part Qualified, SKANS - Accounting And Business Management
ACCA
01.2015 - 01.2018
Administration Officer
Rexade Homes LLC
10.2013 - 12.2014
Customer Relationship Specialist
ABACUS Consulting
08.2011 - 05.2012
Intermediate - Engineering
Punjab Group of Colleges
01.2008 - 01.2010
Enterprise Design Thinking by IBM
2021-09
Visual Communication by LinkedIN
2022-02
Communication Foundations by CPE
2022-03
Project Management by PMI
2020-10
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