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yusra talat

Customer Success/Support Manager, Live Engagement Specialist, Product and CS Trainer, Experienced Operations Executive/Team Lead.

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Intro
Lahore, Pakistan
Customer Success/Support Manager at Liveadmins
Joined November 6, 2022

Skills

Languages

English
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Fluent
Urdu
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Native or Bilingual
Punjabi
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Native or Bilingual
About
A competent and successful executive who has led multiple teams in a fast-paced and competitive environment, leading and overseeing projects to ensure high-quality customer service. Strong background in training and evaluating compliance in multiple programs. An experienced professional with a special keen interest in meeting deadlines and organizational goals through problem-solving, risk management, quality control, mentoring, and process improvement. Cultivating partnerships and team collaboration across various departments ensuring organizational success.
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Experience
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Liveadmins
Sep 2016 – Present
Pakistan
Customer Success/Support Manager
Managing resources and maintaining the quality of the service. Directly in contact with client services and implementing client expectations. Developing, customizing, and also implementing new sale methods. Improving the lead generation and sales focus strategy. Training of new hire employees on required language requirements and helping them in developing chat etiquette. Creating and implementing strategies for improving operational efficiency. Encouraging and promoting ideas that aligned business needs and benefits. Motivating and training members to maximize team productivity. Run analysis on client feedback and reviews, review current processes for improvements, and implement solutions to improve customer experience. Create client-specific training manuals for the team. Mock test/evaluate team performance before GO -Live. Direct and oversee all aspects of product management including customer needs, customer retention, demands involving business models. Training Live Chat representatives on new clients as well as improving their customer service skills.
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Motive
Jan 2022 – Jun 2022
Pakistan
Account Executive (Expansion)
·Coordinating with Business Development Team in understanding the client’s requirements. ·Consistently achieving monthly and quarterly quota expectations. ·Proactively engage with customers to uncover their unique needs and help advise on the best solutions for their business. ·Business Expansion and Client Success with end-to-end management. ·Share process improvement and effectiveness to existing by providing them with upgraded tech options. Demo Motive software to existing customer fleet managers for small and large fleets. ·Be a crucial component of the Expansion sales process and work in partnership with SDRs, CSMs, Support, OM, and other relevant departments to ensure an efficient and seamless customer experience. ·Liaison with different departments to ensure business prospect customers are trained and guided as per their requirements. ·Consult and guided customers on improving customer experience. ·Adhere to daily assigned KPIs and attend customer meetings on time
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Horizon Plus
Feb 2015 – Nov 2016
Pakistan
Marketing Manager
Responsible for managing promotion and positioning of brands, products, and services. Recommend creative and cost-effective promotional activities. Conduct marketing campaigns and trade shows to promote brand awareness among consumers. Assist in designing and developing marketing collateral and promotional materials. Maintain customer relationship programs and track customer satisfaction. Measure and report on the performance of marketing campaigns, gain insight, and assess against goals. Analyze consumer behavior and adjust email and advertising campaigns accordingly Worked with brands like Coca-Cola Minute Maid Pulpy, Blue Band, and Lipton Green Tea Evaluate current marketing program and recommend improvements Lead client meetings, presentations, and help with kiosks set up along with team management. Build strategic relationships and partner with key industry players, agencies, and vendors. Cooperate with the management in the development of marketing programs and criteria to achieve sales goals. Initiate new consumer promotion campaigns and develop consumer engagement plans. Generate sales and marketing reports to management when needed.
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Project Head
Jun 2014 – Jan 2015
Pakistan
Iris communications
Managed team of analysts working on Marketing Research Projects for clients like Nestle, Unilever, Engro Foods, etc. Crossed check and coordinated with recruiting team to recruit respondents according to the given Quota along with day-to-day management of the interviewer team Proofread and reviewed completed questionnaires. Led Research Marketing Survey on consumer products through phone calls.
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