Zeeshan Ashraf Malik
Customer Success Manager
Summary
Seasoned professional with over ten years of versatile expertise spanning Sales and Business Operations. Proficient in optimizing business performance by leveraging a deep understanding of operational strategies, thereby enhancing service quality and delivering exceptional consumer and client experiences to bolster the long-term sustainability of the Business. A committed team player adept at collaborating across diverse Business domains, ensuring seamless coordination that translates into top-tier service delivery aligned with the Business's Service Level Agreements (SLAs). Possesses outstanding communication, presentation, and mentoring abilities, coupled with a proven track record of leading teams to execute Business plans, procedures, and service standards, all aimed at achieving and maintaining Business Excellence.
Overview
14
14
years of professional experience
Work History
Customer Success Manager/ Sales
FAAZIT Solutions
5 2024 - Current
- Lead a team of twelve professionals engaging with hundreds of merchants, providing support via email and live chat
- Build and maintain strong relationships with key clients, understanding their business needs and providing tailored solutions to meet their requirements
- Conduct market research and competitor analysis to stay abreast of industry trends, market dynamics, and customer preferences, leveraging insights to refine sales strategies and offerings
- Work closely with cross-functional teams, including marketing, product development, and customer support, to align sales efforts with overall business objectives and enhance customer experience
- Ensured exceptional customer experiences, focusing on satisfaction and desired outcomes
- Developed and implemented best-in-class training programs for the Customer Success team
- Optimized internal processes, exceeding merchant expectations and enhancing overall team efficiency
- Acted as a point of escalation for complex merchant interactions, resolving issues promptly
- Assisted potential and existing users with queries, promoting current and upcoming features
- Managed disputes and chargebacks, collaborating closely with the Risk team for account reviews.
Sales Consultant
Marina Gulf Trading LLC
01.2022 - 03.2024
- Lead, motivate, and manage a team of sales professionals, providing guidance, coaching, and support to ensure their productivity and performance
- Ensure exceptional customer service by coaching team members on effective selling techniques, and product knowledge, and resolving customer issues or complaints promptly
- Coordinate with inventory and logistics teams to maintain optimal stock levels and ensure timely product availability for customers
- Monitor sales metrics, prepare regular sales reports, and analyze data to identify trends, opportunities, and areas for improvement
- Conduct training sessions for the sales team to enhance their product knowledge, sales techniques, and customer service skills
- Stay updated on industry trends, competitor activities, and market conditions to adjust sales strategies accordingly.
Key Account Manager
Hire Next
01.2018 - 09.2021
- Developing and implementing sales strategies to drive business growth and achieve organizational objectives
- This may involve identifying target markets, analyzing competitors, and defining pricing strategies
- Providing guidance, motivation, and support to your sales team to ensure they meet or exceed sales targets
- This involves setting sales goals, conducting regular performance evaluations, and providing ongoing training and development opportunities
- Staying up-to-date with the latest IT products, services, and technologies in order to effectively communicate their benefits to clients and address any questions or concerns they may have
- Cultivate and maintain strong relationships with existing clients while actively seeking and developing relationships with new clients
- Understand client requirements and offer tailored solutions to meet their specific needs
- Oversee the entire sales process, from lead generation to closing deals
- Manage sales pipelines, track progress, and ensure a smooth and efficient sales cycle
- Analyzing sales data, tracking performance metrics, and generating reports to evaluate sales effectiveness and identify areas for improvement
- This may involve forecasting future sales and revenue based on market trends and historical data
- Generate regular sales reports, analyze sales data, and derive insights to enhance sales performance
- Use analytics to identify areas for improvement and optimize sales strategies.
Team Lead
Alti Source Business Solutions
09.2015 - 04.2017
- Identifying and researching potential clients who may benefit from your IT solutions
- This involves leveraging various channels such as networking events, cold calling, email outreach, and social media to generate leads
- Understanding the specific needs and pain points of potential clients and recommending IT solutions that address their requirements
- This involves conducting needs assessments, product demonstrations, and presenting proposals tailored to each client's unique situation
- Cultivating strong relationships with clients by providing exceptional customer service, demonstrating expertise in IT solutions, and being responsive to their inquiries and concerns
- Building trust and rapport is crucial for long-term business relationships
- Maintaining a deep understanding of the IT products, services, and solutions you are selling, as well as staying informed about industry trends, competitors, and emerging technologies
- This allows you to effectively communicate the value proposition of your offerings to clients
- Managing and maintaining a sales pipeline of leads and opportunities, tracking progress through the sales cycle, and prioritizing activities to maximize sales outcomes
- This may involve using CRM (Customer Relationship Management) software or ERPs to organize and track interactions with clients.
Operations Specialist/ Customer Services
JP Morgan Chase
01.2015 - 09.2015
- Providing excellent customer service by addressing customer inquiries, concerns, and requests promptly and professionally
- You serve as the primary point of contact for customers seeking assistance with IT-related matters and ensure their needs are met satisfactorily
- Documenting customer interactions, technical issues, and resolutions in a systematic manner using ticketing systems or customer relationship management (CRM) tools
- You generate reports, analyze trends, and identify recurring issues to inform process improvements and enhance customer satisfaction
- Supporting customers post-sale by facilitating product installations, configurations, and upgrades as needed
- You ensure a smooth transition to using the purchased products or services and address any issues that arise during implementation
- Assisting customers with pre-sales inquiries, product demonstrations, and technical evaluations to help them make informed purchasing decisions
- You provide product recommendations, address customer concerns, and highlight the value proposition of IT solutions.
Sr. Customer Service Executive
Accenture LTD
02.2013 - 09.2014
- Addressing client inquiries, concerns, or technical issues related to HR software, systems, or processes
- This may involve troubleshooting, providing guidance, and escalating complex issues to relevant departments for resolution
- Building and maintaining positive relationships with clients by offering quality support, understanding their needs, and ensuring their satisfaction with Accenture's HR services
- Providing guidance, training, or demonstrations to clients on how to effectively use Accenture's HR software or platforms to maximize its benefits
- Documenting client interactions, issues, resolutions, and feedback to maintain records and improve service quality
- Generating reports on common issues or trends for further analysis and improvement.
Customer Service Executive
Infosys LTD
01.2011 - 01.2013
- Technical Support: Addressing technical issues related to broadband internet, phone services, TV connections, or IT solutions provided by BT
- This involves troubleshooting problems, diagnosing faults, and providing solutions to restore services
- Service Inquiries and Upgrades: Assisting customers with inquiries about different services offered by BT, such as package upgrades, service plans, or additional features
- Billing and Account Management: Helping customers with billing inquiries, payment issues, account management, and resolving discrepancies related to their BT services
- Product Knowledge and Information: Providing detailed information about BT's products, service features, plans, and promotions to assist customers in making informed decisions.
Education
Master's in Business Administration M.B.A (Information Systems and People Management) -
Manipal University
Bangalore, IndiaBachelors in Sciences. - undefined
Kashmir University
J&K, IndiaS.P Hr. Secondary School. - undefined
High School Diploma
J&K, IndiaSkills
Microsoft Office
Communication Skills
Interpersonal Skills
Negotiation Skills
Product/Service Knowledge
Problem-Solving Ability
Time Management
Presentation Skills
Customer Focus
Team Collaboration
Languages
English: Proficient
Advanced (C1)
Hindi: Native/Bilingual proficiency
Bilingual or Proficient (C2)
Urdu: Native/Bilingual proficiency
Bilingual or Proficient (C2)
Arabic: Elementary proficiency
Elementary (A2)
Awards
- Sales Performance Awards: Multiple Recognitions for achieving quarterly and annual Sales Targets.
- Customer Service Excellence: Awards for exceptional customer service, satisfaction, or retention rates.
- Leadership and Team Awards: Recognized for leading sales teams to success, "Sales Team Leader of the Year"
- Product Knowledge and Expertise: Recognized for exceptional knowledge and expertise in promoting and selling products or services.
- Customer Satisfaction Awards: Recognition for consistently achieving high customer satisfaction scores or feedback.
- Revenue Growth: Recognition for contributing to revenue growth through upselling, cross-selling, or expansion of services to existing customers.
- Client Renewal Rates: Awards for achieving high client renewal rates and ensuring long-term customer partnerships.
Timeline
Sales Consultant
Marina Gulf Trading LLC
01.2022 - 03.2024
Key Account Manager
Hire Next
01.2018 - 09.2021
Team Lead
Alti Source Business Solutions
09.2015 - 04.2017
Operations Specialist/ Customer Services
JP Morgan Chase
01.2015 - 09.2015
Sr. Customer Service Executive
Accenture LTD
02.2013 - 09.2014
Customer Service Executive
Infosys LTD
01.2011 - 01.2013
Customer Success Manager/ Sales
FAAZIT Solutions
5 2024 - Current
Master's in Business Administration M.B.A (Information Systems and People Management) -
Manipal University
Bachelors in Sciences. - undefined
Kashmir University
S.P Hr. Secondary School. - undefined
High School Diploma