Asif Jiwani
Program Manager / Customer Success Manager / MIS - Data Analyst
Hyderabad,TG
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
Work History
Customer Success Manager /Senior Program Manager /Manager - MIS and Analytics
Trip Factory/Nexus DMC
4 2023 - Current
- Defined clear targets and objectives and communicated to other team members.
- Managed team of 110 employees to maintain smooth-running operations.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Implemented best practices in the realm of Customer Success Management, elevating company-wide standards.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Sr.Manager-Operations
Bhanzu
01.2022 - 01.2023
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
Sr.Manager, Operation
Whitehat Jr., Education Technology
12.2019 - 01.2022
- Achieved operational excellence by streamlining processes and implementing best practices.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Provided strong leadership to enhance team productivity and morale.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified cost improvement changes and cost savings plans to increase company savings.
Executive Assistant to the Chief Executive Officer
Perfection International (Lilavati Hospital & Trustees)
04.2019 - 11.2019
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Managed complex projects to successful completion, ensuring timely delivery of results to the CEO.
- Anticipated potential challenges in daily operations and devised appropriate solutions to maintain uninterrupted workflow in the executive office.
- Optimized scheduling efficiency by coordinating meetings, appointments, and travel arrangements for the CEO.
Cabin Crew In-Charge
Jet Airways Private Ltd.
09.2006 - 03.2019
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Promoted airline loyalty programs and onboard sales, boosting revenue through upselling products and services.
- Assisted passengers with special needs, providing personalized care and support throughout the flight.
- Supported smooth meal service operations by accurately taking orders from passengers, serving meals efficiently while accommodating dietary restrictions or allergies upon request.
- Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Provided compassionate assistance during medical emergencies onboard, administering first aid treatment according to training guidelines until further help arrived.
- Maximized passenger comfort by attending to individual requests, adjusting cabin temperature, and distributing blankets or pillows as needed.
Senior Customer Service Associate
ICICI OneSource
06.2005 - 08.2006
- Created and maintained detailed database to develop promotional sales.
- Tailored communication style according to diverse customer demographics and preferences while maintaining an empathetic tone.
- Maintained up-to-date knowledge of product and service changes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Responded to customer calls and emails to answer questions about products and services.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
- Escalated issues to proper supervisors when standard processes were not effective.
Sales Associate
Kissena Health Food Store
03.2002 - 04.2005
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Listened to customer needs and desires to identify and recommend optimal products.
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
Education
HSC -
Children Welfare Centre High
Mumbai, India 06.2000 - 04.2002
SSC -
CWC High School
Versova, Mumbai 06.1991 - 04.1999
Skills
Strategic Planning
Proficient in [Zendesk],[Salesforce],[Google Sheet, PowerPoint,MS Office, Automation]
Excellent Communication
Positive Attitude
CRM Software
Customer Service
Managing Operations and Efficiency
Analytical Skills
Business Analysis and Reporting
Customer Account Management
Report Analysis
Customer Relations
Timeline
Sr.Manager-Operations
Bhanzu
01.2022 - 01.2023
Sr.Manager, Operation
Whitehat Jr., Education Technology
12.2019 - 01.2022
Executive Assistant to the Chief Executive Officer
Perfection International (Lilavati Hospital & Trustees)
04.2019 - 11.2019
Cabin Crew In-Charge
Jet Airways Private Ltd.
09.2006 - 03.2019
Senior Customer Service Associate
ICICI OneSource
06.2005 - 08.2006
Sales Associate
Kissena Health Food Store
03.2002 - 04.2005
HSC -
Children Welfare Centre High
06.2000 - 04.2002
SSC -
CWC High School
06.1991 - 04.1999
Customer Success Manager /Senior Program Manager /Manager - MIS and Analytics
Trip Factory/Nexus DMC
4 2023 - Current
References
References available on request
References
References available on request