Imtisal Nasir
Customer Experience
SatelliteTown
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
Customer Experience Leader
The Hive
12.2022 - Current
- Spearheaded the establishment and management of the Customer Experience department and call center, building it from the ground up and overseeing its successful operation.
- Revolutionized the customer journey and interaction environment by centralizing processes and implementing innovative solutions.
- Introduced Contegris CRM to streamline customer data management and enhance personalized interactions, resulting in improved customer satisfaction and retention.
- Implemented Unifonic's omni-channel platform for automated bots, enabling seamless communication across various channels such as WhatsApp Business API (WABA), SMS, and voice, enhancing accessibility and engagement.
- Deployed Jazz PABX solution for centralized communication, facilitating better trackability, monitoring, and analysis of customer interactions.
- Restructured reporting mechanisms to provide comprehensive insights into customer behavior and preferences, empowering strategic decision-making.
- Played a pivotal role in driving sales growth, contributing to a remarkable expansion from 4 operational sites to 8 sites within a tenure of 18 months.
Customer Experience Lead
Creditper
08.2022 - Current
- Led delivery operations management initiatives, optimizing processes to ensure timely and efficient delivery services.
- Implemented strategies to enhance customer experience, resulting in improved satisfaction and loyalty.
- Managed customer support operations, resolving inquiries and issues promptly to maintain high levels of customer satisfaction.
- Oversaw community management efforts, engaging with customers to foster a sense of belonging and brand advocacy.
- Successfully managed contact center outsourcing partnerships, ensuring seamless integration and alignment with business objectives.
- Conducted reporting and analysis to track performance metrics and identify areas for improvement, driving operational excellence.
- Provided effective team leadership, fostering a collaborative and high-performance work environment.
- Developed and defined SOPs to standardize operations and enhance efficiency across teams.
- Created training resources to onboard new hires and upskill existing team members, empowering them to deliver exceptional service.
Customer Experience Specialist
Jovi-App
02.2022 - 07.2022
- Led efforts to enhance customer experience through strategic initiatives and process improvements, resulting in increased satisfaction and loyalty.
- Utilized reporting and analysis techniques to track key metrics and identify areas for improvement, driving operational efficiency and revenue growth.
- Managed teams responsible for maintaining quality standards and delivering exceptional customer support, ensuring consistent service excellence.
- Developed and implemented SOPs to standardize operations and improve efficiency, resulting in streamlined workflows and reduced errors.
- Created comprehensive training resources to onboard new team members and upskill existing staff, fostering a culture of continuous learning and development.
- Handled complex customer cases with professionalism and efficiency, resolving issues promptly to ensure customer satisfaction.
- Maintained a focus on quality assurance, implementing measures to monitor and improve performance across all customer touchpoints.
- Cultivated strong client relationships, serving as a trusted advisor and strategic partner in achieving mutual success.
- Defined and maintained KPIs to measure team and individual performance, providing regular feedback and coaching to drive results.
Account Manager (Sales and Ops)
ICrowdNewswire
12.2021 - 02.2022
- Delivered compelling sales presentations to a diverse range of prospective clients, effectively showcasing ICrowdNewswire's products and services to drive sales and revenue.
- Determined pricing schedules for quotes, promotions, and negotiations, leveraging market insights and competitive analysis to maximize profitability while meeting client needs.
- Proactively followed up with prospects to nurture leads and convert them into sales opportunities, resulting in a increase in sales conversion rates.
- Managed client proposals from initial inquiry to contract negotiation and closure, ensuring alignment with client objectives and company offerings.
- Developed and nurtured long-term relationships with clients, serving as a trusted advisor and strategic partner in achieving their business goals.
- Educated clients on new products and services, providing valuable insights and recommendations to support their decision-making process.
- Tracked sales performance and leads using CRM tools, analyzing data to identify trends and opportunities for sales growth.
- Prepared weekly and monthly reports on sales activities, pipeline status, and revenue forecasts, providing actionable insights to inform strategic decision-making and drive business performance.
Team Manager
IBEX Global - The Resource Group
07.2020 - 11.2021
- Managed and led multiple teams within the foodpanda campaign, ensuring adherence to SLAs, AHT, C-SAT, and NPS metrics to meet and exceed client expectations.
- Developed and implemented comprehensive coaching and training resources to enhance team performance and productivity, resulting in improvement in key performance indicators.
- Effectively handled case escalations and resolved customer issues promptly to maintain high levels of satisfaction and retention.
- Implemented robust reporting mechanisms and data logging procedures to track team performance and identify areas for improvement, leading to enhanced operational efficiency and client satisfaction.
- Facilitated teamwork and coordination initiatives to foster a collaborative work environment and optimize service delivery.
- Managed client relationships and served as the primary point of contact for foodpanda campaign inquiries and feedback, ensuring client satisfaction and retention for ISB Site.
- Conducted regular health checks on new processes and implemented SOPs to standardize operations and ensure compliance with campaign requirements.
- Established a feedback loop to the team, encouraging open communication and continuous improvement.
- Provided detailed team KPI reporting and conducted campaign analysis to optimize strategies and drive better results.
- Implemented rigorous team monitoring and quality assurance measures to uphold service standards and meet campaign objectives.
- Played a key role in center management, overseeing day-to-day operations and ensuring the successful execution of the foodpanda campaign.
Education
Intermedediate - ICS
Superior College
Islamabad, Pakistan 04.2001 -
Diploma - Information Technology (IT) - IT
Australian Pacific Institute of Technology
Islamabad 04.2001 -
Skills
- Customer Segmentation
- Team Management
- Strategic Thinking
- Data-driven decision-making
- Multichannel Integration
- Customer Journey Mapping
- Digital Transformation
- Request management
- CRM Software
- Customer Service
- Quality Control
Certification
Outlook and Excel Skills
Timeline
Customer Experience Leader
The Hive
12.2022 - Current
Customer Experience Lead
Creditper
08.2022 - Current
Customer Experience Specialist
Jovi-App
02.2022 - 07.2022
Account Manager (Sales and Ops)
ICrowdNewswire
12.2021 - 02.2022
Team Coaching
03-2021
Outlook and Excel Skills
01-2021
Leadership Skills
01-2021
Team Manager
IBEX Global - The Resource Group
07.2020 - 11.2021
Intermedediate - ICS
Superior College
04.2001 -
Diploma - Information Technology (IT) - IT
Australian Pacific Institute of Technology
04.2001 -
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