Saad Mahmood Email & Phone Number

Karachi, Pk

California, United States

- Developing new Retention Strategies over Chat and E-mail to maximize the retention options as per the concerns shared by the Customer.- Leading an International Remote Retention Team of 8 people providing coverage 24 hours, 7 days a week, 365 days a year, while beating industry standards daily by maintaining an average Retention of 30%+.- Improving current processes, chat and email shorcuts/macros/templates, and terminologies to improve retention every day while keeping in mind the team's ability to use them without any confusion and with amazing speeds.- Identifying areas for improvement by QAing conversation tickets between the Team and Customers to improve the overall experience focusing around Greeting, Closure, Grammar, Personalization, Thouroughness, application of Best Solutions, and Due Dilligence.- Defining new goals / focal points for the team to improve overall Retention skills.- Enabling the team to handle around 1000+ tickets (E-mail + Chat) on weekly basis with around 30% retention at the current phase which started somewhere around 10%, which means that we have TRIPLED the retention since the inception of the Retention team.- Be a Point of Coordination between Customer Support Team and Engineering / Product Development / Marketing / Management Teams to: - discuss the results of different test products being launched by the company and how to make them more effective. - ensure that the Customer Support department is fully geared with all the information about any upcoming feature/product being launched by the company. - improve tools for the team in order to improve their efficiency and communication.- Keep the Knowledge Base updated with the latest information about all the Protocols / Products / Features / Rules & Regulations for the team to be able to communicate with customers with clear and complete information.

California, United States

- Promoted to Customer Retention Specialist due to the exhibition of Leadership skills and the help provided in development of Retention Strategies along with ideas pitched to improve the members!- Helped in shortlisting, interviewing, hiring & training a Remote Customer Retention Team starting with 6 members, all done remotely.- Helped in introducing new macros/verbiage whenever required to improve the Retention Rate.- Managed a Remote Team of 6 members along with issues/escalations made by the team round the clock.- Updating timelines/roster of the remote team to ensure 24/7 coverage.

California, United States

- Worked as a Customer Retention Agent and helped in retaining the core of every business: CUSTOMERS!- Retained members requesting cancellations of their subscriptions and maintained retention percentage above 10% (Industry Standard) through Live Chat (ZenDesk & Kustomer) along with follow-ups through E-mails.- Updating tickets created in ZenDesk/Kustomer agent dashboard.

Karāchi, Sindh, Pakistan

After my BSc. in Civil Engineering, I started working for a firm as a Construction Manager and supervised the construction of two 36-floor buildings in Karachi, Pakistan.I worked as a Construction Manager for a period of 6 years, but due to low salary slabs in Pakistan, I moved to Freelancing, and after I was hired as a Retention Agent for a US-based firm, I shifted from the Engineering industry and now working as a Contractor / Freelancer to better support my dreams and goals.

Worldwide

Auckland, New Zealand

Worldwide

The best multi-talented, extremely professional and all-rounder Virtual Assistant is at your service !I am available 24/7 and very easy to communicate with. My clients find it extremely comfortable in communicating with me as I have excellent command over English language and I understand their requirements within one go.My Clients MOST favorite services for which I have been hired are as follows:1. The BEST PDF Form Developer who can design PDF Forms with Complex Functions such as Calculations, Add / Subtract Sections, Show / Hide Sections, Buttons and Many MORE !2. Virtual Assistance for Various Projects mostly including Data Entry, Data Management, Website Scraping, Data Sorting, Data Uploading, Document Controlling, Bookkeeping and various others.3. MS Office Wizard with excellent command over MS Word, Excel PowerPoint, Access and many other platforms.4. Customer Service Representative via different platforms e.g. ZenDesk.I have a keen eye for details and I can deliver your project with utmost accuracy and amazing speed. I am sure that the results will definitely exceed your expectations.I am a PROFESSIONAL & PREFERRED member of Freelancer.com proving that I provide best quality services.

Masters, Project Management, 3.23 Cgpa Out Of 4 Cgpa.

Bachelor Of Science - Bs, Civil Engineering, 3.73 Cgpa Out 4 Cgpa.

I was one of the Top 10 students from my batch, and was able to secure 40% Scholarships on merit basis through my Bachelors educational.