Ghulam Mustafa
Senior Customer Success Analyst
Lahore,PB
Summary
As an adept Customer Success Manager, I've led teams of application analysts with a wealth of experience in the computer software sector. My skill set includes expert client onboarding, effective conflict resolution, innovative problem-solving, strong customer relations, and adept product management. My extensive knowledge in information technology underscores my contribution. I'm dedicated to fostering collaborative environments and achieving impactful outcomes in the ever-evolving landscape of technology.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Senior Customer Success Analyst
CureMD Research & Development
Lahore , Pakistan
04.2017 - Current
- Improved organization's framework for efficient process management.
- Collaborated with Technical Support team to handle customer inquiries and escalate as needed.
- Managed customer expectations for issue resolution timeframes.
- Conducted tasks involving identifying application issues, researching, analyzing root causes, and resolving or escalating problems.
- Coached and mentored team members while serving as a subject matter expert.
- Possessed in-depth functional knowledge of the supported application and its interdependencies.
- Maintained up-to-date records of interactions, feedback, and account progress in CRM systems, enabling accurate reporting and seamless handoffs within the organization.
- Organized and facilitated training sessions and workshops for clients, ensuring they fully understood the product/service features and could leverage them effectively.
- Navigated complex customer situations, managed escalations, and adeptly balanced client expectations with company capabilities to achieve mutually beneficial outcomes.
Senior Telesales Representative
Mindbridge
Lahore, Punjab
11.2013 - 09.2016
- Opened new accounts and documented personal, demographic, and payment information in system.
- Provided information about available products and services, membership details, and purchase advantages.
- Set up appointments with interested customers according to schedule availability.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Developed extensive knowledge of products and services to better assist customers.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Education
Bachelor's Computer Science -
Virtual University of Pakistan
10.2018 - 10.2020
Skills
Account management
undefinedTimeline
Bachelor's Computer Science -
Virtual University of Pakistan
10.2018 - 10.2020
Senior Customer Success Analyst
CureMD Research & Development
04.2017 - Current
Senior Telesales Representative
Mindbridge
11.2013 - 09.2016
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