Ehtesham Arshad

• Resolved complex technical issues through collaboration with cross-functional teams, enhancing overall system performance and user satisfaction.

• Handled user issues via chats, calls, and emails using Salesforce for ticketing and chat management, and Aircall for call handling, consistently maintaining a QA score above 85% and collecting user feedback through Trustpilot to ensure service quality.

• Trained junior staff on troubleshooting techniques and customer service best practices, fostering a culture of continuous improvement.

Worked to schedule meetings with clients to activate new companies.
• Created and managed support tickets in Salesforce , and conducted client onboarding sessions via Zoom and Google Meet to ensure a smooth activation process.
• Explained product features and benefits to clients, addressing questions and ensuring a clear understanding of platform functionality.
• Gathered and verified required data to complete the onboarding process efficiently.
• After onboarding, monitored company activity and reviewed support tickets to identify potential churn risks , maintaining proactive communication with the point of contact .
• Took ownership of retention efforts , leading issue resolution and implementing corrective actions to retain customers and strengthen long-term relationships .

• Worked on outbound sales campaigns, engaging potential clients and converting leads into successful sales.

• Handled inbound calls from front-line representatives, gathering all necessary details to finalize and close deals effectively.

• Validated calls for accuracy, discussed product pricing and value propositions, and ensured a smooth sales completion process.

• Consistently met or exceeded sales targets through persuasive communication and customer-centric selling techniques.

• Acted as Site Engineer at Askari Bank, AWT Tower, overseeing on-site installations and backend project management to ensure seamless deployment.
• Validated client requirements, provided pricing solutions, and ensured alignment with organizational standards.
• Executed product installations and configurations, minimizing downtime and optimizing system performance.
• Delivered timely troubleshooting and technical support, reducing operational delays and maintaining smooth workflow efficiency.
• Collaborated with cross-functional teams to improve service delivery and client satisfaction.