MS Office
Shaun Alfanso
Customer Success Manager
Karachi,SD
Summary
Customer-focused professional with a successful 9 years career in different industries from Automobile, Company Formation, POS and Back Office and Hosting PaaS Industry.
Proven success in leadership, operational excellence and organizational development with keen understanding of elements of business. Recognized for inspiring management team members to excel and encouraging creative work environments.
Overview
9
9
years of professional experience
14
14
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Customer Success Manager
Cloudways
KARACHI
11.2018 - Current
- Managing high-paying customer accounts
- To maintain healthy relationships with loyal customers to expand and retain them
- To answer calls professionally and provide information about products and services
- Resolve queries within given time frame
- Assess customers’ needs to achieve satisfaction
- Perform wide variety of functions to ensure customer satisfaction
- Plan, prioritize, and manage time effectively for assuring 100% customer satisfaction
- Customer orientation and ability to adapt/respond to different types of profiles
- Manage complex transactional or emotional customer situations promptly and professionally
- To provide accurate, valid and complete information by using right data sources and knowledge
- Effectively document complex issues, accurately maintaining technical record to increase operational success
- Monitored metrics and developed actionable insights to improve efficiency and performance
Customer Support Specialist (Technical)
Modisoft Pvt Ltd
KARACHI
06.2018 - 11.2018
- Attend 50+ calls daily, prioritizes and responds to customer issues by phone, email and remote support tools
- Trouble shot and resolves customer technical issues to customer’s satisfaction
- Escalate un-resolved issues to higher technical team for solution of cases or development as needed
- Setup new and existing accounts and installation of Back office/POS and merchant services with other devices that are compatible with products
- Utilizes product knowledge to describe functions, features and details to customers over phone
- Performs other administrative duties and special projects associated with Customer and Technical support
Customer Service Executive
KNOWLEDGE PATH LLP
KARACHI
02.2014 - 05.2018
- Maintain customer accounts by recording account information
- Resolve customer's complaint; following up to ensure resolution
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Manage 50 to 100 incoming calls to resolve issues instantly
- Identify and assess customers’ needs to achieve satisfaction and increase customer loyalty
- Provide accurate, valid and complete information
- Establish and monitor customer service standards
Sales Representative
ICM Japan
Karachi
06.2013 - 12.2013
- International clients dealing exposure (B2B)
- Search new customers and bring business for company
- To promote business in given region or country and Manage Business Accounts of customers
- To maintain quality services with existing customers.
- Sales and after sales responsibility
- Negotiation and facilitation of product
- Handling banking transactions and allocation of funds
- Ensuing excellent customer support with new generated leads
Education
High School - Computer Science
St. Patrick's High School
Karachi 02.2000 - 10.2010
Intermediate in Commerce -
Board of Karachi Education
Karachi 12.2010 - 05.2013
Associate Degree -
University of Karachi
Karachi 12.2021 - Current
Skills
Team Building
Certification
Fundamentals of Real Customer Success – Udemy (Certified)
Accomplishments
- Promoted as Team Lead in Modisoft Inc in 6 months
- Employee of the mont
- Best performer awards
- Best student in School Band
Software
Presentation (Google Slides/Power Point)
Google Drive
Spreadsheets
Social Media
Enterprise Systems
Timeline
Foundations of Project Management - Google (Certified)
12-2022
Associate Degree -
University of Karachi
12.2021 - Current
Fundamentals of Real Customer Success – Udemy (Certified)
05-2021
Customer Success Manager
Cloudways
11.2018 - Current
Customer Support Specialist (Technical)
Modisoft Pvt Ltd
06.2018 - 11.2018
Customer Service Executive
KNOWLEDGE PATH LLP
02.2014 - 05.2018
Sales Representative
ICM Japan
06.2013 - 12.2013
Intermediate in Commerce -
Board of Karachi Education
12.2010 - 05.2013
High School - Computer Science
St. Patrick's High School
02.2000 - 10.2010
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