FRESHDESK
SAMRA IMRAN
Customer Success Manager
Lahore, Punjab
Summary
Multifaceted Customer Success Manager with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Focused on surpassing expectations and driving team success.
Overview
2
2
years of professional experience
Work History
Website LiveChat Lead Support
TWI Ltd, UK
04.2022 - Current
- Efficiently addressed global live chat queries with accuracy and promptness.
- Trained regional live chat team members on process workflows and usage protocols.
- Directed all technical inquiries to the appropriate Sector Manager and Product Specialists/Area Managers.
- Acted as the first point of contact, assisting customers with queries via email and responding promptly.
- Compiled and presented monthly live chat statistics reports to the Line Manager.
- Swiftly managed live chat interactions via the mobile app.
- Provided feedback and raised issues during weekly team meetings.
- Coordinated with the marketing team on article writing and explored additional website opportunities (Google Chat, WhatsApp Business, etc.)
- Managed weekly attendance timesheets using ReQlogic attendance software.
- Scheduled and organized both external and internal meetings on MS Teams.
Client Success Manager /International Logistics Coordinator
Vivid Advertising Pty Ltd, Australia
2018 - 2020
- Processing sales orders through Shopify and managing customer inquiries related to both sales and delivery dispatch.
- Conducting training sessions for team members on processing product shipping within Australia.
- Oversaw inventory control procedures, reducing instances of stock discrepancies or shortages within the warehouse facility.
- Conducting daily team meetings to review progress, address challenges, and share best practices.
- Providing shipping quotations for bulk and international/local AUS orders.
- Sending monthly credit refunds to shippers for invoice adjustments.
- Providing shipping costs to the Sales team.
- Assisting clients throughout the order delivery process with updates on delivery status and ETA.
- Report complaints for delayed, unsuccessful, or partial shipments to shippers and arrange earliest dispatch or compensation accordingly.
- Creating dispatch/shipping labels for all sales orders.
- Generating daily manifest reports for the dispatch team.
Customer Support /Logistics Operations Officer
Inner Space Interior Design LLC, Dubai
2014 - 2017
- Developed comprehensive furniture quotations from detailed floor plans and layouts.
- Generated precise furniture product specifications and technical datasheets.
- Designed theme-specific presentations to support proposed furniture quotations.
- Liaised with suppliers across China, USA, Denmark, Sweden, Spain, and UAE for pricing and product inquiries.
- Secured approvals for product samples and finishes.
- Coordinated the quantification of fit-out layouts using AutoCAD, accurately calculating quantities for partitions, flooring, walls, and other fit-out areas.
- Managed logistics by coordinating with shippers to track delivery schedules and site installation dates.
Business Development Executive (IT Sales)
AdvanTech Middle East LLC, Dubai
2011 - 2013
- Identify and pursue new business opportunities in the IT sector
- Generate leads through market research, cold calling, and networking
- Conduct presentations and product demonstrations to prospective clients
- Collaborate with the sales team to achieve revenue targets
- Build and maintain relationships with key decision-makers
- Stay updated on industry trends, competitors, and emerging technologies
- Prepare and present proposals, quotes, and contracts
- Negotiate and close deals, ensuring customer satisfaction
- Provide post-sales support and maintain customer relationships
- Achieve and exceed sales targets through effective strategies and client management.
IT Helpdesk Assistant
EMIRATES Airlines, Dubai
2009 - 2010
- Collaborate with Emirates ITSC team to file on-call IT complaint tickets globally for EK staff
- Offer on-call assistance for issues like password setups, recovery, and email archiving
- Coordinate technicians' visits to EK sites experiencing technical faults
- Provide support for hardware and software issues at Dubai International Airport
- Forward Severity Level 1-2 case tickets to Lead Engineers promptly for urgent assistance
- Attend daily team meetings and raise any customer issues to be resolved.
Education
BBA -
University of The Punjab
Lahore, Punjab, Pakistan 04.2001 -
GED -
Emirates Education Institute
Dubai, UAE 04.2001 -
High School Diploma -
Gulf Indian High School
Dubai, UAE 04.2001 -
Skills
Client Engagement
CRM Software
Strong Communication Skills
Decision-making capabilities
Customer service excellence
Team training and development
Problem-solving abilities
Software
JIRA
SLACK
ZENDESK
HUBSPOT
SHOPIFY
GOOGLE SUITE
ZOOM
MS TEAMS
Timeline
Website LiveChat Lead Support
TWI Ltd, UK
04.2022 - Current
BBA -
University of The Punjab
04.2001 -
GED -
Emirates Education Institute
04.2001 -
High School Diploma -
Gulf Indian High School
04.2001 -
Client Success Manager /International Logistics Coordinator
Vivid Advertising Pty Ltd, Australia
2018 - 2020
Customer Support /Logistics Operations Officer
Inner Space Interior Design LLC, Dubai
2014 - 2017
Business Development Executive (IT Sales)
AdvanTech Middle East LLC, Dubai
2011 - 2013
IT Helpdesk Assistant
EMIRATES Airlines, Dubai
2009 - 2010
Similar Profiles
Reginald HolmesReginald Holmes
Professional Tractor Trailer Driver at TWI TruckingProfessional Tractor Trailer Driver at TWI Trucking
Nicole OrtegaNicole Ortega
Staff Accountant, Returns at TWi USAStaff Accountant, Returns at TWi USA
RAVEESH KOHLIRAVEESH KOHLI
Quality Assurance Technician at Twi FoodsQuality Assurance Technician at Twi Foods