Atif Ehsan Email & Phone Number

Lahore, Pakistan

Technology Integration- by working with the technology department to create the tools as per the customer needsIntegration of Sales & Marketing - by working with the marketing department to find leads that will turn into valuable assets, and/or by creating and implementing lead generation campaigns and monitoring their successIntegration of Training & Support - to make sure that all customers are taken through the system and trained in the product's use, ensuring a fully engaged, positive and valuable experienceData Analysis Integration - to collect, analyze and use data to make the customers' experience consistent and seamlessIntegration of Policies - to help meet company goals - these policies will help to ensure customer satisfaction so that customers continue to purchase from the company, and recommend others to do so as well.Integration of Campaigns - so as to obtain feedback/suggestions from customers in order to determine what the company is doing right or wrong, and what might need to change in order to increase customer satisfaction and retention.

Lahore, Pakistan

Managing 3 Software as a Service (SaaS) products (ROZEE.PK; MIHNATI.COM; NASEEB.COM).Reporting broken flows, suggest fixes and advise on improvements.Handling Database and CRM SoftwareResponding to customer inquiries, complains, questions, and suggestions as per the defined process guidelines.Providing Pre and Post-Sales Support to customers over emails and phone.Getting abreast of ROZEE tools and servicesPerforming customer verificationUsing company provided software toolsProofreading content before it goes Live over the websiteFollowing-up on missing information by the employersDealing directly with customers over the phone and via e-mailsKeeping records of details and inquiries of customer complaints and take action accordinglyCreating and maintain warm & strong client relationship by assisting them in using ROZEE products

• Identify new marketing opportunities• Completing competitive analysis for maintaining the company competitor advantages• Generate reports that analyze competition and customers• Monitoring and tracking website messaging and competitive advertisements• Providing daily CRM reports using excel spreadsheetsIntegrating market research information with the company system to develop new leads

Pakistan

Responsibilities:Finely handled customer inquiries, complaints, billing questions and payment extension/service requests as well as smartly calmed angry callers, repaired trust, and successfully designed best-option solutions.Key Accomplishments:• Managed a high-volume workload within a deadline-driven environment. • Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity