Faisal Pervez
Client Relationship Management And Customer Experience Professional.
Karachi
Summary
With extensive experience in client management and BPO operations, I possess a wealth of knowledge in customer experience, reputation and complaint management, CRMs, project management, account management, sales analysis, and team leadership. I am dedicated to fostering the development and growth of individuals and teams, leading by example to cultivate a transparent and trustworthy culture. My diverse background includes expertise in project management, channel sales, and account management, and I have had the privilege of working with top Fortune 100 clients.
Overview
2025
2025
years of professional experience
1
1
year of post-secondary education
4
4
Certifications
Work History
Assistant Manager - Sales Analytics
IBEX Global - The Resource Group
3 2022 - 08.2024
- Managed three cross-functional teams (SQAs, Portal Support, and Onboarding Specialists) for a leading global data center and colocation provider, EQUINIX.
- Served as the main point of contact for the client, managing all communications effectively and efficiently.
- I served as the Salesforce admin, managing the platform's configuration, i.e. Updating objects, user profiles, email alerts, and reporting key metrics using SFDC reports and Google Analytics.
- Assisted with change requests and UAT testing to ensure it met business needs. Oversaw project timelines, deliverables, and ensured all work was completed to the highest standard within the targeted SLA.
- Prepared test cases for sanity and regression testing for new enhancements/bug fixes in JIRA, logged production incidents in ServiceNow, and worked with the Dev and support team for troubleshooting issues.
Customer Success Manager
MARS Healthcare Network
08.2021 - 01.2022
- Managed a team of people for a US-based Teleradiology company, worked under strict guidelines from HIPAA, and monitored the quality of services being provided.
- Successfully helped in transitioning from legacy CRM to the state-of-the-art telehealth platform, worked as a liaison between the development team and the end users (US-based hospitals and clinics).
- Organized virtual monthly medical conferences for missed medical cases and provided feedback from the chief radiologist to all teleradiologists based across the globe.
Key Account Manager - Mobile Applications
Technado (Pvt) Ltd
09.2020 - 08.2021
- Managed a portfolio of key accounts to achieve long-term success for the Mobile App Sales team by successfully achieving the sales quota and developing positive relationships with the clients by understanding and handling their business needs.
- Developing positive relationships and handling customers' needs.
- Generating new sales using existing, potential customer network and collaborating with internal production teams to ensure timely project delivery.
- Managing sales prospecting, forecasting, reporting and consistently maintaining monthly targets.
Team Coach - Ops
IBEX Global - The Resource Group
09.2015 - 08.2020
- Managed and mentored the Reputation Management team of 35+ floor supervisors, working with a top US insurance company, Allstate
- Provided employees with guidance in handling difficult or complex problems, or in resolving escalated complaints or disputes.
- Evaluated employees' KPIs, performance, and conformance to specific regulations and recommended appropriate personnel action.
- Conducted team huddles and supervised product-related trainings.
- Training and growth development of employees, and provided feedback based on process.
Sales Specialist - Presales (Contractor)
Cisco
10.2014 - 09.2015
- Channel Partner support for all pre-sales support needed for Cisco Next Gen Firewalls - ASA FirePOWER (SourceFire).
- Productive, professional relationships with key personnel in assigned accounts.
- Closely coordinates Account Manager's involvement with partner and end-user customer.
- Used CRM tools to facilitate multiple aspects of the sales cycle.
- Provide rate quotations to prospective clients
Education
Masters in Administrative Sciences - Public Administration
Karachi University
Karachi, Sindh, Pakistan 05.2013 - 06.2014
Skills
Customer Experience
Team Leadership
Teamwork
Reputation Management
Channel Partners
Account Management
CRM
Salesforcecom
Jira
Project Management
Websites
Certification
Certification in French Language, Area Study Center for Europe - University of Karachi, one year program
Timeline
Customer Success Manager
MARS Healthcare Network
08.2021 - 01.2022
Key Account Manager - Mobile Applications
Technado (Pvt) Ltd
09.2020 - 08.2021
Team Coach - Ops
IBEX Global - The Resource Group
09.2015 - 08.2020
Sales Specialist - Presales (Contractor)
Cisco
10.2014 - 09.2015
Masters in Administrative Sciences - Public Administration
Karachi University
05.2013 - 06.2014
Certification in French Language, Area Study Center for Europe - University of Karachi, one year program
Microsoft Excel 2013 Certification, ibex. Pakistan
ASAP - Supervisor Training Program, ibex. Pakistan
Foundations of Project Management, Google
Assistant Manager - Sales Analytics
IBEX Global - The Resource Group
3 2022 - 08.2024
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