Imran Ali Email & Phone Number

Pune, Maharashtra, India

Pune, Maharashtra, India

Closely monitor the health of accounts by having a full view of key metrics such as pricing impact, transaction trends, product and corridor offerings, transaction error trends, and resolution. Build a cadence of reviews and growth plan with key stakeholders within accounts, including C-level access.𝗞𝗲𝘆 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀 𝘁𝗼 𝗱𝗮𝘁𝗲🔹 Accomplished closure of 150+ escalations in a record time of fewer than six days in FY22. 🔹 Superseded the multi-million dollar target in renewing existing customers ad a 40% increase YoY through cross and upselling. 🔹 Suggested innovative methods to persuade canceling customers to stay with the company, decreasing cancellations by 15%.🔹Administering +35,000 customer contacts yearly with exceptional service level standards of 90% monthly.

Noida, Uttar Pradesh, India

Management of Customer Success, Implementation and TAM teams from site India for AfterShip.

Pune Area, India

Pune Area, India

Pune Area, India

Recruited to oversee the production and administering a set of 45 member team along with 3 Team Leaders. Driving Customer Service, Efficiency and E-Sat amongst the reporting employees. Undertaking and executing operational projects that help in the development of the cost center. Implementing new plans for streamlining the process, which aligned with business goals.Providing regular reports on customer success metrics and trends, presenting regular reports to senior management on customer satisfaction, usage, and other vital metrics, and using this data to drive continuous improvement. Devised strategies for best practice customer engagement. 𝗞𝗲𝘆 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀🔹 Consistently over-achieved the renewal target, with a yearly growth rate of double figures. 🔹 Consistently met 90% SLA while keeping the abandonment% below 5%.🔹 Executed customer-facing projects that included reaching out to +1000 customers in every project.• Devised project plans to meet a minimum of 60% contact threshold in every project.• Evaluated individual and team business performance and identified opportunities for improvement.

India

This role encompassed ensuring that the process consistently met and exceeded all the Service Level Agreements namely, End-to-End Service Standards, Customer Resolution scores and maintaining adherence to the company policies.𝗞𝗲𝘆 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀🔹 A Customer Relationship Management (CRM) company that provides end-to-end CRM solutions. 🔹 Developed and delivered customer-facing processes, including onboarding, surveys, renewals, and payment schedule programs. 🔹Analysed and made data-driven recommendations to improve usage and adoption and influenced cross-functional decisions. 🔹 Coordinated onshore and offshore support teams to enable solutions to be delivered. 🔹 Identified training needs of the advisors to improve quality and C-sat scores. 🔹 YoY achieved 95%+ service level agreements and CSAT scores of 85%+.

India

Led outbound BPO in Kolkata, dealing with outbound sales of Dish Satellite connections and generating leads for a UK based client named FRUITS. Managed a team of 10-15 Sales Executives by channelizing their efforts in the right direction to achieve the sales target.

India

Based in Kolkata and was then transferred to Hyderabad to start the pilot process for Hewlett Packard laptop support and sales.𝗞𝗲𝘆 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀🔹 Supporteda team of 25 members and channelized their efforts towards meeting the company’s target.🔹 Commended as a consistent performer and maintained the team scores in C-sat and sales at the top of the stack ranking.Key Highlights🔹 No attrition in the team for the time period that I was serving the company.Key Highlights🔹 Initiated the project of “Better Customer Experience”, which had a huge contribution towards improving the customer satisfaction scores for the site.

India

𝗞𝗲𝘆 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀🔹 Managed and supported clients for Hewlett Packard printer support U.S.🔹Achieved overall operational excellence & customer satisfaction by meeting client expectations.🔹Provided end to end resolution to the customer with regards to their query regarding the HP printers.🔹Worked as a Process Trainer and a Quality Auditor for the OJT batches.

Master Of Business Administration - Mba, Information Technology, A

B.Com, Commerce