Faizan Ali
Islamabad
Summary
Results-driven Senior Manager with a proven track record of developing and executing key business enhancements to drive growth. Skilled in leading and directing operations to achieve strategic objectives.
Overview
18
18
years of professional experience
Work History
Senior Manager Customer Success
Hire Solutions (US company)
Islamabad
06.2024 - 08.2024
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Collaborated with the business development and sales teams to develop strategies for upselling and cross-selling products or services.
Associate Manager Customer Success
Motive
10.2018 - 05.2024
- Managed a team of 15 members, ensuring efficient operations and team performance
- Identified signals of at-risk accounts and collaborated with internal teams to remediate issues, ensuring successful renewals
- Oversaw 116,000 SMB accounts, acting as the primary custodian
- Handled a high volume of phone conversations and email inquiries, maintaining excellent customer service standards
- Identified up-sell opportunities to enhance revenue growth
- Built quick rapport with customers, utilizing persuasive rebuttal skills and problem-solving strategies to provide effective solutions
- Resolved customer issues and facilitated fair contract negotiations
- Trained new team members and participated in special tasks and audits to enhance overall team effectiveness and compliance
Technical Support Specialist
Broadpeak
01.2018 - 10.2018
- Company Overview: Edible Arrangements
- Handled customer escalations and tickets
- Identified and fixing problems related to Point of sale software
- Worked with Franchises thru remote access SQL related work
- Edible Arrangements
Night Shift Manager
Caltroniks
12.2016 - 12.2017
- Company Overview: Canada
- Handled Enterprise, Midmarket and Smb corporate accounts
- Trainer/complains handler
- Embedded a culture of lean, automation and process improvement within the team
- Canada
Shift Manager
KVC
08.2015 - 12.2016
- Company Overview: London based company
- Escalation handling, controller/dispatcher
- Effectively evaluated employee performance including assigning goals, conducting performance reviews, and developing direct reports for success
- Served as a site lead and point of contact for issues regarding personnel, cases, and process
- London based company
Senior Customer Service Representative
Cabcall International
05.2013 - 07.2015
- Dispatcher, Booking Orders
- Handling applications
- Trainer/customer query handler
Senior Customer Sales Executive/Lead Submission Executive
Touchstone Communications
11.2011 - 01.2013
- Projects: DHS (max security sales), MIS (Software), STL (Insurance)
Intern
United Nations
01.2010 - 12.2010
- Gender Justice & Protection project
- Finance, Management and Event Organizer
Customer Sales Representative
Centstone
01.2009 - 01.2010
- Projects: Hydro power (Canadian campaign)
Customer Sales Representative
Fastech Communications
01.2007 - 12.2007
- Projects: Cleaning system (American campaign), Reliance (Canadian campaign)
Education
BBA -
Szabist
01.2015
A-levels - Edexcel and Cambridge International Program
ICAS
01.2015
O-levels - Description of the education/course.
ICAS
01.2010
Skills
- Organizational skills
- Salesforce
- Zoho
- Genesys
- SQL server
- MS Word
- Excel
- PowerPoint
- Good Typing Speed
- Fluency in written and spoken English
- Fluency in written and spoken Urdu
- Interpersonal Skills
- Communication
- Motivation
- Feedback
- Knowledge of development sector
- Understanding of major issues of Pakistan
- Sustainable development
- Gender Justice & Protection Project
- Social activities
- Seminars
- Conferences
- Workshops
- Interest in development studies
- Adaptability
- Problem-solving
- Facing challenges
- Cross-functional team leadership
- Data-driven decision-making
- Budget Administration
- Operations Management
- Corporate Communications
- Reporting management
- Cross-Functional Collaboration
- Partnership Development
- Data Analytics
- Business performance management
Timeline
Senior Manager Customer Success
Hire Solutions (US company)
06.2024 - 08.2024
Associate Manager Customer Success
Motive
10.2018 - 05.2024
Technical Support Specialist
Broadpeak
01.2018 - 10.2018
Night Shift Manager
Caltroniks
12.2016 - 12.2017
Shift Manager
KVC
08.2015 - 12.2016
Senior Customer Service Representative
Cabcall International
05.2013 - 07.2015
Senior Customer Sales Executive/Lead Submission Executive
Touchstone Communications
11.2011 - 01.2013
Intern
United Nations
01.2010 - 12.2010
Customer Sales Representative
Centstone
01.2009 - 01.2010
Customer Sales Representative
Fastech Communications
01.2007 - 12.2007
BBA -
Szabist
A-levels - Edexcel and Cambridge International Program
ICAS
O-levels - Description of the education/course.
ICAS
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