Atiya Javed
Lahore
Summary
Experienced Operations Enablement Manager and Customer Success Manager with a strong track record in optimizing back-office operations, and cultivating a high-performing workplace culture. Proficient in developing training programs, driving service innovation, and implementing automation for enhanced efficiency. Extensive background in customer success, training, and leadership, emphasizing employee onboarding, engagement, and performance management. Proven ability to build strong customer relationships, maximize value, and drive business growth. Seeking a challenging role in a forward-thinking organization that prioritizes innovation, growth, and continuous improvement, to leverage my diverse skill set in achieving strategic objectives.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Prime System Solutions
Lahore
12.2024 - Current
Cultivated strong, long-lasting client relationships as primary contact for assigned accounts.
- Guided customers through onboarding, adoption, and expansion phases to ensure success.
- Developed strategic plans aligned with customer goals to drive engagement and growth.
- Monitored customer health scores, proactively managing at-risk accounts to minimize churn.
- Delivered product training and support, maximizing usage and client satisfaction.
- Collaborated with Sales, Product, and Support teams to enhance value delivered to clients.
- Advocated for customer needs internally, influencing product roadmap decisions.
- Conducted regular check-ins, business reviews, and renewal discussions to maintain partnerships.
Customer Service Team Leader
Mobe.com
05.2016 - Current
- Develop, analyze, and implement staffing, training, scheduling, and reward/recognition programs
- Participate in special projects aimed at process improvement
- Share responsibility for employee management and ensure efficient call handling
- Exercise appropriate judgment in upward communication regarding department or employee concerns
- Handle inbound phone calls and provide general customer support
- Manage registrations for event attendees via phone or online
- Conduct outbound customer support calls
- Offer general customer care and assistance with issues and questions
- Complete any additional assigned tasks as needed
Operations Enablement Manager
Sage Freight
Lahore
05.2022 - 11.2024
- Creating and maintaining onboarding programs for new team members, focusing on their initial 60 days
- Defining and managing training curricula and coordinating content delivery with line managers
- Gathering feedback from trainees and managers about training courses and updating training records
- Organizing engagement activities to boost motivation and foster a competitive culture
- Conducting skills gap analyses through various performance reviews and monitoring
- Collaborating with managers to conduct performance review sessions for teams and individuals
- Identifying and addressing inconsistencies in quality and experience with corrective plans
- Reporting on training program impacts and providing insights into team performance
- Analyzing performance trends to guide management's coaching efforts
Manager, Customer Success
muSharp
Lahore
02.2021 - 05.2022
- Build strong customer relationships and collaborate with cross-functional teams
- Create and implement processes to encourage exceptional support and ensure customer success
- Understand, prioritize, and address customer requests; collaborate to develop and implement solutions within SLAs
- Generate and present reports to highlight team success
- Develop and manage client portfolios
- Sustain business growth and profitability by maximizing customer value
- Analyze customer data to enhance the customer experience
- Mediate between clients and the organization
- Handle and resolve customer requests and complaints
- Troubleshoot issues and provide solutions
- Contribute to product design and development
- Use Jira for efficient resource planning
- Conduct regular coaching and counseling to build team motivation and upselling skills
- Provide timely feedback on service issues, bugs, or customer concerns
Customer Success Lead
Quality Resource Pvt Ltd
Lahore
06.2020 - 02.2021
- Oversee onboarding, performance, and development of the Customer Success Team
- Handle complaints and provide timely, appropriate solutions, ensuring follow-up for resolution
- Provide timely feedback on service issues, bugs, or customer concerns
- Prepare action plans for individuals and teams to enhance up-selling and customer success
- Communicate effectively with partners to understand training needs and improve customer retention and success
- Submit accurate prospect applications for pricing and approval, maintaining profit margins
- Maintain records of pricing, sales, and activity reports
- Adhere to company policies, procedures, and business ethics, ensuring team compliance
- Ensure the team meets or exceeds standards for prospecting calls, emails, demos, and closures
- Set an example in personal character, commitment, sales skills, and work habits
- Conduct regular coaching and counseling for team motivation and skill-building
- Complete additional projects, tasks, and duties as assigned
Corporate Trainer
IBEX | Global
Lahore
04.2020 - 06.2020
- Authored, updated, and implemented training procedures
- Held online and conference call training sessions for off-site employees
- Monitored employee progress and provided feedback to management, identifying additional training needs
- Developed and led training sessions for multiple new hire batches at Western Union
- Held demonstrations and one-on-one coaching based on quality assurance feedback
- Created training programs aligned with company objectives
- Enhanced organizational efficiency by ensuring trainees follow the 3-strike rule and are well-prepared for live work
- Conducted mock sessions to help trainees navigate the system effectively
- Provided on-the-job training for new updates related to Western Union
Operations Team Lead
KeepTruckin
Lahore
01.2020 - 04.2020
- Assist with daily operations
- Track loads and ensure the highest level of service
- Coach and counsel team members to support their growth
- Develop relationships with customers and carriers to secure future business
- Ensure processes are consistently followed
- Listen to calls and create training programs to foster team development
- Organize team-building exercises
- Conduct refresher courses and short training sessions to maintain and enhance performance
Load Coverage Representative
KeepTruckin
Lahore
04.2019 - 01.2020
- Find carriers to transport available loads
- Track loads to ensure they complete their full cycle
- Handle inbound calls and source trucks
- Maintain relationships with carriers for long-term partnerships
- Deliver exceptional service to customers and carriers to ensure repeat business
- Manage multiple loads simultaneously to guarantee on-time pickups and deliveries
- Keep sales managers informed and updated throughout the process
Sales Executive
IBEX | Global
Lahore
04.2018 - 04.2019
- Handle inbound calls
- Upsell services to existing customers
- Cross-sell various providers during branded calls when applicable
- Place orders and schedule installations
- Meet daily and monthly targets
- Work effectively under pressure and maintain high performance
Customer Care Call Centre Team Lead
Digital-Altitude
09.2016 - 04.2018
- Monitor and assign callback times for outbound calls
- Evaluate and suggest improvements for operational processes and service efficiency
- Conduct bi-weekly personalized training on sales tactics and communication
- Establish work protocols aligned with company standards
- Provide regular performance feedback and coaching
- Provide support for employees facing work or personal challenges
- Ensure access to meetings, training sessions, and resources for effective performance
- Address and resolve employee relation issues
- Foster a motivating and positive work environment
- Manage disciplinary and performance issues in accordance with company policy
- Set and strategize sales goals to improve conversion rates and customer retention
- Interview, screen, train, and educate team members on products and processes
- Develop and update training materials, including phone scripts and instructional videos
Customer Service Center Manager
Mobe.com
Kuala Lumpur
07.2016 - 09.2016
- Ensure timely, efficient, and expert handling of customer service calls
- Assign and monitor outbound call 'callback' times for team members
- Evaluate processes and propose improvements for operations, efficiency, and service
- Conduct bi-weekly video-recorded one-on-one staff training on sales tactics and communication
- Establish work protocols and processes aligned with company and departmental standards
- Provide regular statistical and performance feedback, along with coaching
- Draft and administer performance reviews to enhance employee skills
- Offer coaching and support for employees facing work or personal challenges
- Ensure access to team meetings, education sessions, and resources for effective performance
- Address and resolve employee relation issues
- Foster a positive work environment that motivates high performance
- Handle disciplinary and performance issues per company policy and prepare Performance Improvement Plans (PIPs)
- Set sales goals and strategies to improve conversion rates and customer retention
- Interview, screen, train, and educate team members on products and company processes
- Develop and update phone scripts, instructional videos, and training/operational materials
Customer Service Representative
Mobe.com
12.2015 - 04.2016
- Take inbound phone calls and answer general customer support inquiries
- Handle registrations for event attendees via phone or online
- Make outbound customer support calls
- Provide general customer care and assist with issues and questions
Education
BBA - Business Administration And Management
University of Greenwich
Malaysia08-2016
Skills
- Customer relationship management
- Customer onboarding
- Account management
- Churn reduction
- Product training
- Training and development
- Cross-functional coordination
- Operations management
- Process improvement
- Employee coaching and mentoring
Timeline
Customer Success Manager
Prime System Solutions
12.2024 - Current
Operations Enablement Manager
Sage Freight
05.2022 - 11.2024
Manager, Customer Success
muSharp
02.2021 - 05.2022
Customer Success Lead
Quality Resource Pvt Ltd
06.2020 - 02.2021
Corporate Trainer
IBEX | Global
04.2020 - 06.2020
Operations Team Lead
KeepTruckin
01.2020 - 04.2020
Load Coverage Representative
KeepTruckin
04.2019 - 01.2020
Sales Executive
IBEX | Global
04.2018 - 04.2019
Customer Care Call Centre Team Lead
Digital-Altitude
09.2016 - 04.2018
Customer Service Center Manager
Mobe.com
07.2016 - 09.2016
Customer Service Team Leader
Mobe.com
05.2016 - Current
Customer Service Representative
Mobe.com
12.2015 - 04.2016
BBA - Business Administration And Management
University of Greenwich
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