Bilal Qureshi
Customer Success Manager, Corporate Trainer, Sales Project Manager And Content Creator.
H#632, St#41, Ghori Town Phase 4a, Islamabad
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Sociable 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 creativity in customer support strategies.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Customer Success Manager
Motive
Islamabad
09.2021 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Managed department call volume of 50 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Created customer support strategies to increase customer retention.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Corporate Trainer/Public Speaker
Freelance
Islamabad
01.2015 - Current
- Had multiple seminars and workshops regarding Human Development in Serena affiliated with Skill Development Council (SDC).
- Had multiple workshop regarding English language in National University of Science and Technologies (NUST).
- Had multiple workshop regarding Customer Service which includes professional behavior, intonations, soft skill development and query handling at Hayat Regency Hotel Dubai affiliated with Marketways Arabia.
- Coordinated with engineers and corporate leadership to identify training and development opportunities to improve safety and optimize performance.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Collected information about company objectives and employee deficiencies in order to assess training needs.
- Created monitoring strategies to verify implementation of practices introduced in training.
Senior Compliance Officer
Broadpeak Technologies
Islamabad
10.2019 - 05.2021
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyses and report product malfunctions (for example, by testing different scenarios or impersonating users
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Assist in training junior Customer Support Representatives
Marketing Manager
Direct Consumer Service Pvt.Ltd
Islamabad
02.2016 - 04.2019
- Develop strategies and tactics to get the word out about our company and drive qualified traffic to our front door
- Deploy successful marketing campaigns and own their implementation from ideation to execution
- Experiment with a variety of organic and paid acquisition channels like content creation, content curation, pay per click campaigns, event management, publicity, social media, lead generation campaigns, copywriting, performance analysis
- Produce valuable and engaging content for our website and blog that attracts and converts our target groups
- Build strategic relationships and partner with key industry players, agencies and vendors
- Prepare and monitor the marketing budget on a quarterly and annual basis and allocate funds wisely
- Oversee and approve marketing material, from website banners to hard copy brochures and case studies
- Measure and report on the performance of marketing campaigns, gain insight and assess against goals
- Analyze consumer behavior and adjust email and advertising campaigns accordingly
English trainer and General Manager
Cambridge Institute of Languages and Professional Solutions
Attock
02.2012 - 11.2015
- Advising student on career issues
- Organizing and delivering classroom lectures to students
- Evaluating a students’ class work and assignments
- Preparing classroom and coursework materials, homework assignments, and handouts
- Recording and maintain accurate student attendance records and grades
- Classroom management
- Developing English lesson plans in line with the National Curriculum
- Maintaining discipline in the classroom
- Creating a vibrant teaching atmosphere
- Oversee daily operations of the business unit or organization
- Ensure the creation and implementation of a strategy designed to grow the business
- Coordinate the development of key performance goals for functions and direct reports
- Provide direct management of key functional managers and executives in the business unit
- Ensure the development of tactical programs to pursue targeted goals and objectives
- Ensure the overall delivery and quality of the unit's offerings to customers
- Engage in key or targeted customer activities
- Oversee key hiring and talent development programs
- Evaluate and decide upon key investments in equipment, infrastructure, and talent
- Communicate strategy and results to the unit's employees
- Report key results to corporate officers
- Engage with corporate officers in broader organizational strategic planning.
Admin Manager and Customer Relationship Officer
Cambridge Institute of Languages and Professional Solutions
Attock
08.2011 - 02.2012
- Plan and coordinate administrative procedures and systems and devise ways to streamline processes.
- Recruit and train personnel and allocate responsibilities and office space.
- Assess staff performance and provide coaching and guidance to ensure maximum efficiency.
- Ensure the smooth and adequate flow of information within the company to facilitate other business operations.
- Manage schedules and deadlines.
- Monitor inventory of office supplies and the purchasing of new material with attention to budgetary constraints.
- Monitor costs and expenses to assist in budget preparation
Oversee facilities services, maintenance activities and trades persons (e.g electricians). - Organize and supervise other office activities (recycling, renovations, event planning etc.).
- Ensure operations adhere to policies and regulations.
- Keep abreast with all organizational changes and business developments.
Inbound Controller
Indigenous Solutions
Islamabad
07.2009 - 06.2011
- Worked with Bloomsbury Cab Services based in UK central London.
- Respond to customer calls and providing them assistance regarding their rides.
- Managing calls and dispatching right job to the drivers.
- Not only taking calls but also manage to locate the driver at the nearest location.
- Promoting safety and on time performance to all drivers.
- Documenting every action taken on every trip dispatched.
- Answering every call promptly and professionally, staying available as much as possible.
- Calling primary and secondary phone numbers for each driver in order of rotation for trip coverage.
- Give complete, accurate information to each driver on each trip to be dispatched.
- When necessary, call railroads to obtain information about trips.
- Maintaining an accurate rotation for each city in the region being worked.
- Checking workspace for pending trips in your region.
- Maintaining a neat, clean, and organized station for the duration of the shift.
- Calling cab companies when required to help with driver shortages or when required by the location of trip.
- Additional duties as assigned by Supervisor or Dispatch Manager
Education
Computer Science
Rawalpindi Board of Intermediate And Secondary Education
Rawalpindi 05.2004 - 06.2005
FSC
Rawalpindi Board of Intermediate And Secondary Education
Rawalpindi 08.2005 - 12.2007
Bachelor of Arts - Sociology
Allama Iqbal Open University (AIOU)
Islamabad 01.2008 - 12.2010
Skills
Project Managementundefined
Timeline
Customer Success Manager
Motive
09.2021 - Current
Senior Compliance Officer
Broadpeak Technologies
10.2019 - 05.2021
Marketing Manager
Direct Consumer Service Pvt.Ltd
02.2016 - 04.2019
Corporate Trainer/Public Speaker
Freelance
01.2015 - Current
English trainer and General Manager
Cambridge Institute of Languages and Professional Solutions
02.2012 - 11.2015
Admin Manager and Customer Relationship Officer
Cambridge Institute of Languages and Professional Solutions
08.2011 - 02.2012
Inbound Controller
Indigenous Solutions
07.2009 - 06.2011
Bachelor of Arts - Sociology
Allama Iqbal Open University (AIOU)
01.2008 - 12.2010
FSC
Rawalpindi Board of Intermediate And Secondary Education
08.2005 - 12.2007
Computer Science
Rawalpindi Board of Intermediate And Secondary Education
05.2004 - 06.2005
Music, Movies & Seasons, Travelling and Food.
I like to listen different Genres, most favorite genre to listen is Sufism and Qawali. I like to explore different genre like documentary and sitcoms but also like to watch sci-fi and action. I'm not fortunate enough to travel most part of my country but I'm optimistic to visit them all one day. Gateway to my heart is food, I'm always thrilled to try new culinary but the most fav food I like to eat is cooked by my moms hand.
Music, Movies & Seasons, Travelling and Food.
I like to listen different Genres, most favorite genre to listen is Sufism and Qawali. I like to explore different genre like documentary and sitcoms but also like to watch sci-fi and action. I'm not fortunate enough to travel most part of my country but I'm optimistic to visit them all one day. Gateway to my heart is food, I'm always thrilled to try new culinary but the most fav food I like to eat is cooked by my moms hand.
Similar Profiles
Kevin KnightKevin Knight
MM Emerging AE at MotiveMM Emerging AE at Motive
Talha YaseenTalha Yaseen
Artificial Intelligence Intern at MOTIVEArtificial Intelligence Intern at MOTIVE
Cole FullertonCole Fullerton
Mid Market Account Executive at MOTIVEMid Market Account Executive at MOTIVE