Sana Ali Hubaishi
Dubai,United Arab Emirates
Summary
A customer relations and CRM specialist with over 13 years of experience across IT, automotive, hospitality, and textile industries. I’ve led multi-million dollar projects, launched company-owned operations, managed high-value global accounts, and built cross-functional teams from the ground up. Whether it's improving client retention, streamlining processes, or driving customer satisfaction, I’ve always focused on bridging gaps between people and systems. I was honored to be the youngest Asian to win the CSMIM award, and along the way, became a certified Master Life Coach—because I believe people, not just numbers, make or break business success. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Head of Customer Relations
American Techknowledgy (Pvt) Ltd.
01.2019 - Current
- Led multi-million dollar IT projects, managing budgets exceeding $1M and high-stakes client accounts.
- Bridged the gap between clients and tech teams, translating needs into actionable plans.
- Reported KPIs, risks, and deliverables directly to C-level leadership.
- Ran agile risk assessments and managed project lifecycles from kickoff to delivery.
- Directed cross-functional teams (designers, engineers, QAs) to launch custom web/app solutions.
- Built onboarding programs and optimized client support workflows.
- Maintained top-tier client satisfaction and long-term retention.
- Helped develop the company's internal DMS system to boost operations.
Section Head Sales
Kia Lucky Motors Pakistan Ltd (YBG)
05.2018 - 01.2019
- Appointed among the first female leaders of a brand-owned dealership, leading Kia’s re-entry into the Pakistani market.
- Launched and managed one of the first three company-operated 3S dealerships, overseeing full operations from infrastructure to daily sales.
- Recruited, trained, and led a 35+ member team, achieving 100% CSI and SSI scores through SOP-driven, guest-focused leadership.
- Developed and executed localized CBU launch strategies, including marketing campaigns and customer onboarding programs.
- Collaborated with senior leadership to align dealership KPIs with national growth and expansion plans.
- Recognized for pioneering leadership in a male-dominated industry and setting operational benchmarks for future dealerships.
Key Account Management
Midas Safety
04.2016 - 04.2018
- Managed a £60M annual portfolio for top European clients including NHS, McDonald’s, and DHL.
- Led end-to-end order execution—client specs, costing, production timelines, and delivery—ensuring full alignment with expectations.
- Supervised a team of 11 textile engineers to translate design briefs into scalable production plans.
- Oversaw SAP/ERP systems for real-time tracking of approvals, milestones, and quality control.
- Acted as the sole client liaison, handling all communications from inquiry to dispatch.
- Achieved 98% on-time delivery while ensuring full compliance with European standards.
- Reduced unit cost from £12 to £9.60 through operational efficiencies without compromising quality.
Manager Sales (Corporate Division)
Mövenpick Hotel Karachi
03.2014 - 03.2016
- Managed a portfolio of 148 high-profile corporate clients, including multinationals and consulates, delivering tailored hospitality solutions.
- Handled end-to-end guest experiences from bookings to banquets while coordinating with internal hotel departments for flawless execution.
- Achieved the Highest ADR in 2015 by optimizing account strategies and securing high-yield bookings.
- Served on Accor’s Regional Training Team, aligning hotel sales practices with brand standards across the region.
- Designed custom packages for VIPs, embassies, and long-stay clients, boosting occupancy and loyalty.
- Represented the brand at official events and expos, expanding corporate visibility and strengthening the sales pipeline.
Assistant Manager, Customer Relations
Toyota Central Motors
09.2011 - 03.2014
- Played a pivotal role in managing the CR department, central to the 3S dealership model (Sales, Service & Spare Parts).
- Launched digital lead generation via Facebook and LinkedIn in 2011, streamlining inquiry management and departmental coordination.
- Led SSI and CSI follow-ups, ensuring high guest satisfaction and consistent service quality.
- Spearheaded automation of CR workflows and complaint logging in collaboration with software developers.
- Trained CR staff across 36 dealerships nationwide, standardizing customer handling practices and CRM tools.
- Acted as a performance data liaison between field operations and TMAP Singapore, presenting monthly analytics and insights.
- Recognized with national awards, including Best in South Region and CSMIM Winner (2012), for innovation and service excellence.
Assistant sales & marketing manager
Blue ice Technologies
02.2011 - 09.2011
- Supported marketing and operations for NaukriJunction, an online HR consultancy platform.
- Proactively identified job postings and approached hiring companies, offering recruitment services backed by a large, verified job seeker database.
- Conducted daily outreach to job seekers for interview scheduling, screening, and profile matching.
- Built strong working relationships between employers and candidates, optimizing recruitment cycles and improving placement efficiency.
- Contributed to achieving $100K in sales through strategic marketing outreach and lead conversions within a 7-month period.
Education
Bachelor of Commerce - Business, Marketing & Communication
Jinnah University For Women
Karachi, Pakistan 01.2007 - 12.2010
Skills
Customer Relationship & Experience
- CRM Strategy & Execution (B2B & B2C)
- Customer Retention CSI & SSI Management
- Voice of Customer (VOC) Complaint Resolution
- Client Communication & Stakeholder Engagement
- Inquiry Handling Feedback Systems Loyalty Building
Project & Operations Management
- Cross-Functional Team Leadership
- Multi-Million Dollar Account Management
- End-to-End Project Delivery (IT, Auto, Hospitality)
- KPI Reporting Budgeting Risk Assessment
- Workflow Automation & Digital Transformation
Sales & Key Account Management
- Corporate Sales Strategy B2B Client Handling
- Procurement Coordination Hospitality Solutions
- Event Planning Group Travel Management
- Dealership Launch & Operations (3S Model)
Training & Leadership
- National Trainer (Customer Relations – Toyota)
- SOP Development & Process Implementation
- Team Recruitment Mentorship Performance Coaching
- Certified Master Life Coach
Technical Proficiency
- SAP, ERP, DMS, CRM Tools (Salesforce, Zoho, etc)
- Microsoft Office Suite Reporting Dashboards
- Social Media for Lead Gen (Early Adopter – 2011)
Industry Knowledge
- Information Technology Automotive
- Hospitality Textile Manufacturing
- Recruitment Marketing (HR Tech)
Languages
English
Fluent
Urdu
Native
Hindi
Fluent
Accomplishments
• Successfully developed DMS software’19
• Embark 3 new projects successfully
• 2018 Opening of KIA’s First 3 Dealerships in Pakistan
• 2018 Launching of First Ever KIA car in Pakistan
• 2016 Best Sales Manager
• 2015 Highest ADR among SMs
• 2014 Best in south Region CR
• 2013 National Award CR
• 2012 Best in south Region CR
• 2012 Spokesperson for QCC Convention
• 2012 CSMIM Winner
• 2011 Best in south Region CR
Certification
• 2021 - NLP training
• 2021 - Certified Life Coach
• 2018 - Certified SCRP
• 2018- KIA Core Value Identification Workshop’18
• 2012 - QCC Qualified
• 2013- Toyota Way training session
• 2013 – Dealer ORG basic certified
References
References available upon request.
Timeline
Head of Customer Relations
American Techknowledgy (Pvt) Ltd.
01.2019 - Current
Section Head Sales
Kia Lucky Motors Pakistan Ltd (YBG)
05.2018 - 01.2019
Key Account Management
Midas Safety
04.2016 - 04.2018
Manager Sales (Corporate Division)
Mövenpick Hotel Karachi
03.2014 - 03.2016
Assistant Manager, Customer Relations
Toyota Central Motors
09.2011 - 03.2014
Assistant sales & marketing manager
Blue ice Technologies
02.2011 - 09.2011
Bachelor of Commerce - Business, Marketing & Communication
Jinnah University For Women
01.2007 - 12.2010
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