Haris Rathore, FreeLancer | Customer/Technical Support Specialist | SaaS | B2B Certified Sales Executive | CSAT - DSAT Evaluation & Retention

About

As a sales and customer support professional with experience in the SaaS/E-commerce industry, I have developed a keen understanding of the importance of building strong relationships with clients. My ability to actively listen and ask probing questions allows me to identify the needs and pain points of clients, which enables me to provide effective solutions that drive business growth. In my previous roles, I have successfully developed and implemented sales strategies that have resulted in increased revenue and customer satisfaction. I am skilled in managing the entire sales cycle, from lead generation to closing deals, and am committed to providing exceptional customer service that results in long-term business relationships. My experience working in both B2B and B2C environments has provided me with a diverse skill set that allows me to adapt to the unique needs of any client. I am confident in my ability to build strong rapport with clients and drive business growth through effective sales and customer support practices.

Experience

CrewBloom

Aug 2020 – Present

Newyork, United States

Independent Contractor/Business Development Executive

• Became a part of Top 2% talent pool as an independent contractor. • Prospected and Sequenced Lead lists via Snov.io CRM. • Outreached Clients and provided CrewBloom Deck Demonstration for Staffing & Recruiting. • Nailed a client Named “Morecommerce” and designated as Business Development Executive. • Performed Cold Calling and Inbound assistance to existing Clients. • Scheduled Meet-Ups with Inside Sales Manager and followed a Full-Cycle Sales methodology. • Navigated via SFDC CRM(SalesForce) and API integration like SalesLoft and ZoomInfo for better outreach and to maintain sales pipeline. • Created Urgency and provided solutions to help grow Small-Midsize businesses to other online-retail marketplaces like Amazon, Ebay, Wish, Kroger, Overstock and owned and operated marketplaces like GemaFina, Dot&Bo, Mulberry, Opensky etc. • Been able to schedule 7 consecutive meet-ups in a week which led to 5 successful closed deals. • Maintained predefined KPI Metrics and Targets. • Sustained an exceptional rating from Client and built up strong professional relationship to grow as an independent contractor.

Motive (formerly KeepTruckin)

Nov 2021 – Aug 2022

Lahore, Pakistan

SMB - Account Executive - Tier 2

•Performed high volume cold calling, prospected new businesses and made outbound/inbound calls. •Navigated through 300+ business accounts to prospect and led those accounts to a potential closed deal. •Resolved inquiries of qualified prospects/customers and provided meticulous customer/technical support via inbound calls which helped in retaining customers and upsell. •Followed a full-cycle sales methodology to convert a prospect into a potential sale. •Scheduled Online Meet-ups with prospective fleet managers/Mid-Market Business Owners and drivers to provide thorough demonstration of our Product Features, UI Navigation and Software Telematics. •Discovered needs to understand the initial and core pain points within their business so that they could have a better automated solution. •Helped fleet/safety managers and drivers about Motive so that they could increase their profitability, productivity and safety with ease. •Maintained a consistent pipeline of qualified prospects and providing an accurate forecasts for revenue through Top CRMs like Salesforce, API integrations like SalesLoft. •Closed $100,000+ (ARR) till my tenure and retained existing clients by resolving critical inquiries and escalating cases to the relevant teams (like IT, CS, etc) for possible resolution. •150%+ attained in Q1,Q2 of 2022 and got shoutouts for the related months. •Became FIGMA Demonstration expert for Product software understanding and by providing technical support with Sales.

LiveAdmins LLC

Dec 2020 – Nov 2021

Lahore, Pakistan

Sr. Live-Ops & Success Coordinator

• Retained customers by dealing with technical product issues • Maintained meticulous customer support centric attitude • Delivered quality work ethic to improve ratings/reviews as per Client’s feedback and requirements • Converted DSAT to CSAT (Major/Core responsibility) • Dealt with critical/technical issues and followed up directly with the Client and Technical Support Tier 3 departments to maintain customer retention and to ensure satisfying resolution. • Maintained Project’s integrity and services by preventing project deprecation alert (when a Client is at the verge of taking back a project). • Trained new resources about the business model • Provided refresher/training sessions on a weekly basis to the new trainees’. • Gave suggestion to the Operations and CS (Customer Success) for transparent communication with Client to improve product knowledge and policies/guidelines. • Provided suggestion to create a Domain (Web Live chat support) and suggested API-Integration "Text Expander" so that operators could serve chats with more proficiency and accuracy in less time for better SLA.

Uber

Jun 2018 – Dec 2020

Lahore, Pakistan

Live-Ops Lead

• Managed team performance (Call support Analytics), work ethic (customer support evaluation) and stats. • Reported performance stats on a weekly/monthly basis and reported to the Project Manager directly. • Trained/mentored team members regarding work scenarios/new guidelines with keen observation and policy knowledge. • Managed policies and guidelines analysis on a monthly basis, escalated issues and problems with documented logic directly to Client. • Updated Content Analysis Report via JIRA(Atlassian) & Sales-Force for the approval directly from Client. • Served call escalations (done by team members) for the adequate resolution and maintained CSAT. • Maintained and presented team’s punctuality and adherence report to them on a monthly basis to improve team’s performance.

Uber

Dec 2017 – Jun 2018

Lahore, Pakistan

Live-Ops Executive

• Switched to Live-Ops Department as per organization’s requirement. • Provided call support for the project UberEats (UKI – EMEA). • Maintained ABU (Adherence/Quality management System) and KPIs. • Learned new guidelines to provide call support and dealt with Restaurant/Consumer(Eater)/Delivery partner’s technical issues. • Helped consumers regarding app tech issues and trouble shooting in case of influx of orders. • Highlighted Delivery partner critical concerns and helped them in onboarding as a Driver. • Provided Restaurant onboarding support and assisted in creating their profiles. • Managed to work in fast paced environment and decreased high calls queue/volume by completing average 120 calls per day. • Added escalation notes during calls in case of IRT/IIT incidents [Incident response team (Dealing with Accident/Injury cases)/Incident Identification team (Robbery/Verbal/Physical Altercation cases) Departments).

Uber

Mar 2017 – Dec 2017

Lahore, Pakistan

Email & Live Chat Support Executive

• Provided Email & Live support via Zendesk (Zopim dashboard) and Bliss CRM Interface for Uber (UberEats & UberX(Rider, Driver). • Provided Customer to the regions EMEA, SSA and UKI. • Resolved 9,000+ Emails and served 10,000+ Live Chats. • Maintained AHT(average handling time) under 5 mins and Wrap up time in between 15 to 35 secs as per Client’s requirement. • Resolved approximately 12 chats in an hour for the project on demand. Pre-deﬁned chat currency was 3 at a time. • Resolved 7 to 8 emails per hour on an average. Maintained AHT under 8 mins each. • Provided Tier L1, L2 support and escalated technical issues to the Tier L3 in a timely manner. • Maintained predefined KPIs and Pre-requisites.

Education

University Of Punjab

Aug 2014 – Sep 2016

Bachelors Associate Degree (2yrs), CS, Sports Sciences

Haris Rathore

FreeLancer | Customer/Technical Support Specialist | SaaS | B2B Certified Sales Executive | CSAT - DSAT Evaluation & Retention

Skills

Languages