Khurram Hakeem
Rawalpindi
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Implementation Specialist
Motive (ex KeepTruckin)
09.2023 - Current
- Spearheading the seamless onboarding process for new clients, ensuring a positive experience from the initial stages
- Comprehensive training sessions for clients, ensuring they are well-equipped to leverage and maximize the benefits of the implemented solutions
- Responsible for providing comprehensive training sessions to clients, ensuring they are well-equipped to leverage and maximize the benefits of the implemented solutions
- Collaborating with sales, support, and development teams to align implementation processes with client expectations and company goals
- Communicating effectively with internal and external stakeholders, providing updates on implementation progress, and addressing any concerns promptly.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Assessed project scope to confirm details and understand customer expectations in advance.
Customer Success Manger
Motive (Ex KeepTruckin)
12.2021 - 09.2023
- Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal
- Maximize accounts lifetime value and minimize churn risk and identifying up-sell opportunities
- Handling finances and invoice processing, account auditing and supporting on salesforce CRM in the development and implementation of marketing campaigns
- Collecting results and contributing to operations and assisting other departments to work on resolutions.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Customer Support Representative
Edible Arrangements
01.2021 - 11.2021
- Solving all kinds of customer related complaints related to their orders, order placements and rewards
- Communicating with relevant departments for Shipping orders
- Coordinate with Edible Arrangements stores to solve all kinds of delivery related orders.
Customer Success Manager
US-Mobile
04.2020 - 12.2020
- Manage a book of business with a portfolio of customers
- Deliver and articulate value to customers through QBR and other methods
- Facilitate customer feedback and work with the product team to enhance/innovate product
- Identify, forecast, and develop new growth opportunities referrals, product up-sell/cross-sell, and expansion with existing customers
- Retain customers through proactive risk identification and mitigation
- Troubleshoot service-related issues, maintaining on-line service support with customers and clients on calls, chats and email.
Supervisor - Customer support
Payactiv
08.2018 - 02.2020
- Managing a team of Customer Support Representatives to prepare daily/weekly/monthly reports and dashboards for higher management
- Planning/Scheduling of team and roster preparation
- Assessment and planning for different trainings as and when required ensuring that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
- Weekly sessions with the team members to enhance their communication skills to ensure a wow experience for the customers
- Call Queue management and ensure 80% or above pickup rate
- To analyze call trends and forecast short - and long-term workloads.
Telemarketing
W4Work Inc.
11.2017 - 07.2018
- Making a large no of outbound calls and generation of Sales leads
- Follow-ups with the customers via phone to inform the customers about the latest promotions.
Education
BA Political Science -
Peshawar University
08.2016
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Sarhad Model High School
05.2010
Skills
- Project Management
- Implementation
- Account Management
- Customer Retention
- Implementation Management
- Issue Resolution
- Revenue Growth
- Negotiation skills
Languages
English
Urdu
Pashto
Panjabi
Timeline
Implementation Specialist
Motive (ex KeepTruckin)
09.2023 - Current
Customer Success Manger
Motive (Ex KeepTruckin)
12.2021 - 09.2023
Customer Support Representative
Edible Arrangements
01.2021 - 11.2021
Customer Success Manager
US-Mobile
04.2020 - 12.2020
Supervisor - Customer support
Payactiv
08.2018 - 02.2020
Telemarketing
W4Work Inc.
11.2017 - 07.2018
BA Political Science -
Peshawar University
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Sarhad Model High School
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