Faraz Qureshi Email and Phone Number

I lead and mentor a compact team of Partner Success Managers, steering them towards the pinnacle of customer success, loyalty, and business growth. My approach involves fostering team excellence, thrives through goal setting, performance management, process development, KPI analysis, training, recognition leading to increased retention, CSAT, and recurring revenue. My ultimate goal is to facilitate the continuous growth and education of the team, believing that investing in our talent is the driving force behind our collective success. #CustomerSuccess #Leadership #BusinessGrowth #PartnerSuccess

In my role as a Partner Success Manager at ConnectWise, I specialize in guiding at-risk partners through feedback processes, developing success roadmaps, and handling escalations. My focus is on conducting thorough analyses and leading initiatives for normalization. I am dedicated to assisting partners in optimizing their use of ConnectWise products and services, ensuring adherence to best practices. Serving as a partner advocate, I effectively communicate feedback and issues to ConnectWise, fostering a collaborative and growth-oriented partnership. Let's work together to scale your business efficiently and effectively. #ConnectWise #PartnerSuccess #BusinessGrowth #retention

In my role as a Partner Success Manager at ConnectWise, I specialize in guiding at-risk partners through feedback processes, developing success roadmaps, and handling escalations. My focus is on conducting thorough analyses and leading initiatives for normalization. I am dedicated to assisting partners in optimizing their use of ConnectWise products and services, ensuring adherence to best practices. Serving as a partner advocate, I effectively communicate feedback and issues to ConnectWise, fostering a collaborative and growth-oriented partnership. Let's work together to scale your business efficiently and effectively. #ConnectWise #PartnerSuccess #BusinessGrowth #retention

• Ensure Team meets performance targets {85 TB and 6BB}.• Roster management and problem solving techniques.• Bin review status of team on a daily basis and ensuring targets for Aged & Idle case% are adhered to along with re distributing cases for Support Engineers not present for the day.• Ensuring Team is meeting targets for Days to Solution (DTS), Days to Closure (DTC) along with tracking First Call Resolution (FCR).• Ensuring accurate Labor is logged on cases.• Show increasing trend in Help Resolve and FCR month over month.• Ensuring proper & accurate Technical lead reviews are documented in the case in the form of Tech Lead logs.• Handle escalation requests initiated by Clients and customers as per the current policy for escalating cases as well as ensure that proper expectations are set with the customer.• Handle Technical Recovery requests initiated by Client and customers.• Top Call Generator for their respective Specialty/ Queue analysis it and take triages• Take Case Bashing, Lab Assignments and Triages.• Identify technical outliers and initiate training plan for the same.• Awarded as the Best Technical Lead on performance in the first Quarter 2014.• Awarded as the Best Technical Lead on performance in the third Quarter 2015.• Best Team leader engineer’s choice from the entire process.

•To help the customers with the technical query and to resolve the issue related to business and home account with OPTUS. •Worked for enterprise account & VIP customers and assist them with network related issues on disaster scenarios.•Provide a delight customer experience to customers and recover the customers if they have any concern regarding the support and product.