Saquib Ali

Experience

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  Affiliate sale and marketing

  May 2015 - Jan 2019

  E-commerce
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  XIPHIAS Investment Migration Inc.

  Jan 2019 - Mar 2019

  Business Development Executive
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  BYJU'S

  Mar 2019 - Dec 2023

  *Retention and Collection* Responsible for developing and implementing strategies to retain customers, minimize churn, and manage collections for overdue payments. *Customer Retention*:Analyzing customer behavior and feedback to identify opportunities for improving retention rates.Developing and executing strategies to enhance customer loyalty and satisfaction.*Collection Management*:Monitoring and tracking overdue accounts and outstanding payments.Communicating with customers to negotiate payment plans and resolve outstanding issues.Coordinating with legal and compliance teams to ensure collection practices adhere to regulations.*Data Analysis*:Analyzing customer data and payment trends to identify potential issues or patterns.Generating reports to assess the effectiveness of retention and collection efforts.*Team Leadership*:Managing a team of retention and collection specialists, providing guidance and support.Conducting training sessions to improve team members' negotiation and communication skills.*Process Improvement*:Continuously evaluating and refining retention and collection strategies.Implementing best practices to optimize efficiency and effectiveness.*Relationship Building*:Building relationships with customers, both to retain their business and to facilitate payment discussions.Collaborating with other departments to ensure a cohesive approach to customer management.*Risk Management*:Identifying potential risks associated with non-payment and developing mitigation strategies.*Compliance*:Ensuring that all retention Show less **Issue Resolution:** The primary responsibility is to resolve escalated issues or problems efficiently and effectively. This may involve coordinating with various teams, departments, or individuals to find a solution.**Root Cause Analysis:** Conduct thorough investigations to identify the root causes of escalated issues. This may involve analyzing data, gathering information, and working with subject matter experts. **Escalation Process Improvement:** Continuously review and improve the escalation process to prevent similar issues from occurring in the future. Identify areas for process optimization and efficiency. **Team Leadership:** If overseeing a team of escalation specialists, provide guidance, coaching, and mentorship to ensure the team operates efficiently and effectively. Show less The goal is to ensure that new customers have a smooth and successful start to their relationship with the company.Here are the key roles and responsibilities associated with the customer on boarding process: **Training and Education:* Offer training sessions or resources to help customers understand how to use the product or service effectively. - Address any questions or concerns they may have. **Customer Success Planning:** Collaborate with customers to develop a customer success plan that outlines their goals and how the company's offerings can help achieve them. **Account Management:** - Assign an account manager or representative to oversee the customer's account and serve as their advocate within the company.**Feedback Collection:** - Gather feedback from customers about their onboarding experience and their initial impressions of the product or service.. **Performance Metrics:** - Set clear expectations and key performance indicators (KPIs) for the customer's use of the product or service. - Monitor progress toward these metrics and provide guidance for improvement. Show less

  • Retention Manager

    Nov 2022 - Dec 2023

  • Assistant Manager

    Oct 2021 - Nov 2022

  • Senior Product Specialist

    Feb 2020 - Oct 2021

  • Product Specialist

    Jul 2019 - Feb 2020

  • Business Development Associate

    Mar 2019 - Jun 2019
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  Think and Learn Pvt. Ltd

  Dec 2023 - now

  Senior Associate Manager