Syed Joahn Hassan Zaidi

• Motivated team members through recognition programs focused on rewarding high performers.
• Enhanced customer experiences by analyzing feedback and implementing targeted improvements.
• Managed key accounts with diligence and professionalism, ensuring the highest level of service was consistently delivered.
• Implemented best practices for issue resolution, minimizing response time while maximizing client satisfaction.
• Introduced innovative solutions to resolve customer issues, resulting in reduced complaints and enhanced satisfaction levels.
• Developed metrics-driven approach for evaluating Experience Manager performance against set benchmarks.

Orchestrated and executed projects, instrumental in strategy formulation, in a dynamic Startup environment, ensuring agile delivery by adeptly coordinating with cross-functional teams, surpassing timelines despite resource constraints.

• Pioneered an innovative approach by seamlessly integrating Jira and Intercom creating a cohesive workflow management system and implemented end-to-end protocols that streamlined the disputes process, resulting in a transformative boost in operational efficiency, resolution rates and elevating customer satisfaction.
• Collaborated with the product team to spearhead the development of an efficient internal tool aimed at bypassing MasterCard's PTS, enabling the support team to promptly update users with minimal delays.
• Utilized comprehensive data analysis to drive strategic decision-making regarding staffing and resource allocation for customer support  Led the charge in talent acquisition and resource management, aligning staffing levels with fluctuating customer query volumes. Presented data-driven insights to decision-makers, empowering them to formulate resource strategies that align with organizational objectives  Implemented proactive customer feedback mechanisms, resulting in a CSAT score of 4.7 out of 5, exceeding the industry benchmark of 4.5
• Implemented customer satisfaction-driven training programs for support teams, resulting in an NPS improvement of 10 points within three quarters.  Implemented an advanced ticketing system, knowledge base and conducted training sessions to enhance customer support skills that enhanced FRT from 45 sec to 27 sec and reduced avg. handling time by 40%

• Trained more than 75 people to be part of organizations chat and call support teams.
• Developed and executed the training environment strategy, coordinating schedules and creating playground and practice environments.
• Supported new hires during their post-training, nesting phase.
• Proactively develop and evaluate comms for support teams.
• Served as a liaison between system end-users and stakeholders, actively seeking feedback and ensuring training programs aligned with best practice workflows.

• Identified key touch points in the customer journey and work with relevant teams to create seamless experiences and resolve pain points.
• Conducted thorough research and analysis to understand customer needs, preferences, and behaviors, translating findings into actionable insights.
• Maintained a high first response time and consistently met average handling time targets.
• Guided users through transactional disputes, providing accurate information and successfully filing legitimate disputes for resolution.

Joined Pakistan's 2nd biggest food logistics company to build Inside Sales Department from scratch. My responsibilities here were:

• Development and refinement of inside sales process, KPIs and SOPs.
• Development and implementation of nationwide inside sales strategy as per best market practices.
• Automation of vendor onboarding process and reduction of onboarding cost.
• Implementation and training of inside sales productivity tools.
• Coordination with all the internal and external stakeholders as per the requirements.

Member of a project team of over 100+ individuals belonging to multi cultures including USA, Canada, Australia, Philippines, UK, India etc, where I am responsible for the following:

• Core responsibility involves achieving monthly sales targets.
• Coordination between team of 11 individuals.
• Development of sales strategies and negotiate terms as per best market practices.

Over 3 months of experience at Social Media Marketing Department of Happa Studios, where I was responsible for the following:

• Management and coordination of advertising and promotional campaigns for clients.
• Setup and optimize client’s within each platform to increase the visibility of social content.
• Media and ad buying for social media campaigns and their budgeting.
• Carrying out research and preparation for brand shoot and design direction.
• Moderate all the user-generated content in the line moderation policy for each community.