May 2021 - November 2021

Customer Success Specialist

WellnessLiving (One Unit)

Islamabad, Pakistan

• Work with sensitive accounts on a dedicated basis to provide solutions to their issues
• Set and communicate expectations and timelines for resolutions with sensitive accounts
• Organize open cases and follow-ups to deliver resolutions to customers to meet SLAs
• Identify customer frustrations in a pro-active manner and escalate resolutions through appropriate channels
• Answer inbound calls & complex email tickets from customers on a priority basis
• Answer call-back requests pertaining to escalations from customers on a priority basis
• Provide software support for troubleshooting technical issues or general account queries
• Gather information on issues from customers to report or escalate to appropriate department
• Contribute feedback on support processes and procedures to Customer Success Team Lead
• Assist Customer Success Trainees as a training buddy to monitor their email & phone skills

December 2018 - November 2020

Customer Relationship Manager

Agan's closet

Talagang, Pakistan

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customer's issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities