Ammar Haider

Experience

• 

  Mindbridge

  Jan 2015 - Dec 2017

  Customer Service Representative
• 

  Systems Limited

  Jan 2018 - Jan 2022

  Operations Supervisor

  - Offering inbound customer support on Tier I via phone, email & live chat- Dialing outbound calls when needed- Getting trained on Tier II- Escalations to Tier II after utilizing all resources on Tier I- Documentation of interactions in Salesforce as cases- Keeping the SLA maintained on all the channels- Maintaining CSAT and NPS- Training newbies and helping team members- Finding out new, efficient and shortest ways of processes and also sharing with team members- Utilizing technical skillsBPOOperations ExpertCustomer ServiceE-commerceSalesforce DemandwareCustomer Relationship ManagementCustomer Support PortalBold Chat 360 - Emails & Live chatsMicrosoft 365 - AX Dynamics Show less

• 

  TCP Software

  Jul 2022 - Oct 2022

  Technical Support Specialist

  SaaS- Offering inbound customer support on Tier I via phone, email & live chat- Dialing outbound calls when needed- Getting trained on Tier II- Escalations to Tier II after utilizing all resources on Tier I- Documentation of interactions in Salesforce as cases- Keeping the SLA maintained on all the channels- Maintaining CSAT and NPS

• 

  LiveAdmins LLC

  Oct 2022 - now

  Client Services Manager

  Client Relationship Management:Develop and maintain strong, trust-based relationships with clients.Act as the main point of contact for client inquiries, concerns, and escalations.Understand clients' business goals and ensure that our products/services align with their objectives.Account Management:Oversee the onboarding process for new clients, ensuring a smooth transition and understanding of the company's offerings.Monitor and manage the health of client accounts, identifying opportunities for upselling or cross-selling additional services.Communication:Communicate proactively with clients, providing regular updates on account status, product enhancements, and industry trends.Collaborate with internal teams to ensure seamless communication and alignment on client needs.Issue Resolution:Address and resolve client issues in a timely and effective manner.Work closely with the support team to ensure client concerns are addressed promptly.Strategic Planning:Collaborate with clients to understand their long-term goals and develop strategic plans to support their objectives.Provide insights and feedback to internal teams for product/service improvements based on client feedback.Performance Analysis:Track and analyze key performance metrics to evaluate client satisfaction and identify areas for improvement.Prepare and present regular reports on client account performance to internal stakeholders.Training and Support:Provide training and support to clients on the effective use of products/services.Develop and maintain documentation to assist clients in maximizing the value of our offerings. Show less