MOMINA ARSLAN
Lahore,Pakistan
Summary
Detail-oriented Customer & Sales Support Professional with 10+ years of experience supporting B2B clients, managing high-value accounts, and optimizing cross-functional workflows. Expert in bridging the gap between sales teams and client success to ensure seamless service delivery. Proven track record of managing global stakeholders across the EU, US, Asia, and Middle East, with a focus on CRM integrity, lead tracking, and long-term client retention.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work history
Business Operations Director (B2B Plaforms)
World BI Group
Lahore
2015.01 - Current
- Primary Strategic Contact: Served as the lead point of contact for global B2B clients, maintaining a 100% retention rate through proactive relationship management.
- End-to-End Onboarding: Managed the full client onboarding lifecycle, ensuring seamless integration of buyers and suppliers into the platform ecosystem.
- Service Recovery Lead: Resolved complex queries and high-level disputes regarding contracts, sponsorships, and international logistics to ensure service continuity.
- CRM Optimization: Enhanced CRM pipelines by tracking lead progression and monitoring deal velocity to directly support revenue targets.
- Partnership Growth: Drove a 30% increase in partnership growth through diligent contract management and proactive engagement strategies.
- Cross-Functional Alignment: Streamlined communication between Sales, Marketing, and Production teams to guarantee 100% accuracy in project deliverables.
- Workflow Design: Developed and implemented a lead management workflow that significantly improved team response times and data integrity.
- KYC Segmentation: Introduced structured KYC (Know Your Customer) segmentation, enabling personalized client servicing and deeper engagement levels.
- Performance Monitoring: Tracked departmental KPIs to ensure all service standards met or exceeded benchmarks for international project portfolios.
Education
Masters in Business Administration - MBA
National College of Business Administration & Economics
Lahore 2013.09 - 2015.09
Bachelor's in Business Administration - BBA
Hailey College of Banking & Finance
Lahore 2009.09 - 2013.09
Skills
- CRM Systems: Zoho CRM, Pipedrive, Salesforce, LinkedIn Sales Navigator
- Collaboration Tools: Slack, Microsoft Teams, Asana, Zoom
- Productivity: Microsoft Office 365 (Expert Excel/PowerPoint), Google Workspace
KEY ACHIEVEMENTS
- 98% Client Satisfaction Rate consistently maintained across diverse project deliveries.
- Zero Client Attrition within the managed portfolio through the implementation of a "Client-First" support strategy.
- Operational Scale: Successfully supported the execution of 15+ international B2B conferences annually.
CORE COMPETENCIES
- Customer Support: Client Relationship Management, Issue Resolution, Service Recovery.
- Sales Operations: CRM Management (Zoho, Pipedrive), Lead Tracking, Pipeline Coordination.
- Client Success: End-to-End Onboarding, Account Activation, Contract Support.
- Operational Excellence: Process Improvement, KYC Segmentation, KPI Reporting.
Timeline
Business Operations Director (B2B Plaforms)
World BI Group
2015.01 - Current
Masters in Business Administration - MBA
National College of Business Administration & Economics
2013.09 - 2015.09
Bachelor's in Business Administration - BBA
Hailey College of Banking & Finance
2009.09 - 2013.09