Md. Shamshadul Haque
Delhi
Summary
Strong leader 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. Diverse experience across operations, customer service, customer success, retentions, sales, marketing & team management. Proven ability to manage & retain clients. Developed effective customer success strategies. Skilled in collaborating with senior stakeholders, driving process improvements, developing & implementing operational policies. Strong communication, leadership, strategic planning & problem-solving skills. Skilled in analyzing data and metrics to optimize campaigns and improve ROI.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Senior Operations Manager (Customer Experience)
Career Point
Patna
12.2023 - Current
- Handled customer service teams (E-Mail, Phone & Live Chat operations).
- Owned and enhanced key customer service metrics including FRT, CSAT & Resolution Time and facilitated continuous improvement and excellence in customer service delivery.
- Identified and implemented strategic process improvements, leveraged data-driven insights to elevate the efficiency and effectiveness of customer service operations.
- Fostered a culture of growth, learning and accountability within the customer service team and Identified training needs and mentored team members for success.
- Managed the complete post-sales customer journey (Onboarding → Adoption → Retention →Advocacy).
- Achieved the retention rate as 70%.
- Proactively resolved issues and problems before they become revenue impacting, partner success, or customer satisfaction issues.
- Guided & Managed a team for up-selling, cross-selling and renewals.
- Managed & Addressed client escalations with a problem-solving mindset and active customer engagement/touchpoints through direct communication.
- Collaborated with cross-functional teams to optimize the customer journey and enhance the overall customer experience.
- Utilized data analytics to identify trends, pain points and opportunities for improvement in the customer journey.
- Ensured customer service by implementing proactive support measures, addressing queries, and continuously enhancing the overall customer experience to drive loyalty and satisfaction.
- Led a high-performing customer experience team including the customer support function.
Director (Sales & Operations)
Mobihivelabs Ltd.
Kinshasa
07.2023 - 11.2023
- Company Overview: Established the company in DRC, Africa
- Liaised with telecom operators, banks and microfinance companies
- Created sales, operations, training and retentions team
- Product Designing & Pricing
- Managed the inventory and stocks
- Maintained the retention rate as 70%
- Presented daily reports to CEO of the company
- Connected with CEOs & CXOs for business Tie-ups
- Created a team for up-selling, cross-selling and renewals
- Trained and guided customer success team members to resolve escalations, maintain high productivity and performance metrics
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals
- Recommended sales strategies for improvement based on regular market research and competitor analysis
- Established the company in DRC, Africa
Manager Operations (Customer Success & Retentions)
Camp K12
Gurgaon
10.2022 - 04.2023
- Increased the client retention rate from 40% to 65% in first 3 months
- Managed overall relationship with assigned clients which includes on-boarding, resolving escalations, ensuring retention, renewal, up-selling, cross-selling and provided high level of customer satisfaction
- Strategized, developed and implemented operational policies & procedures
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Analyzed data and metrics to optimized campaigns
- Maintained positive relationships with internal stakeholders & customers
- Proved successful working within tight deadlines and a fast-paced environment
- Mentored & Managed the Team
- Prepared & Presented various reports like NPS reports to CEO of the company
- Demonstrated leadership skills in managing projects from concept to completion
Asst. Manager Operations (Customer Success Manager)
White Hat Jr. (BYJU'S)
Mumbai
06.2020 - 07.2022
- Developed trust & rapport with clients and Proactively improved customer retention rate
- Resolved escalations & prepared VP-sales reports, Re-open reports and DSAT reports
- Managed three queues: calling (Exotel & Talkdesk), e-mail & chat support
- Reviewed the customer journey, Identified how it's supported, took a consultative approach in helping clients to overcome issues and achieve goals
- Managed Team, facilitated interactions & workflow between team members
CRM Sales Manager
Great Champ Technology Ltd. (ABSAS Solutions pvt. Ltd.)
Noida
09.2018 - 01.2020
- Managed a team of 60 sales executives (B2B/B2C sales)
- Supervised the rigorous follow up of clients along with Up- selling & cross-selling activities
- Developed strategies & SOPs for the smooth functioning of day to day operations
- Created Dashboards & Prepared reports
- Guided the team to resolve all clients queries and issues properly & timely to deliver better customer experience
Marketing & Sales Manager
Mirror Classes
Patna
06.2015 - 08.2018
- Supervised B2B & B2C Sales team, Managed & Mentored the team of sales Executives
- Created strategies to increase sales & revenue
Student Counsellor
Tender Heart International School
Patna
09.2013 - 04.2015
- Supported Parents/Students in admission process
- Enhanced student well-being by providing individualized support and guidance through regular counseling sessions.
SME/GPU Analyst
Barclays
Noida
12.2008 - 01.2011
- Managed over 50 UK clients calls per day
Process Advisor
Genpact
Delhi
02.2007 - 04.2008
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations
Education
MBA - Marketing & IB
Jagan Institute of Management Studies
Delhi, India 09.2013 - 04.2015
Skills
- Strategic thinking & planning
- Customer service
- Problem solving skills
- Critical-thinking & Analytical skills
- Leadership skills
- Decision-making skills
- Effective Communications skills
- Customer acquisition strategies
- Customer service optimization
- Adherence to high customer service standards
- Performance Analysis
- Client account management
- Staff training/development
- Flexible and Adaptable
Certification
Lean Six Sigma Yellow Belt Certified, Advanced
Accomplishments
Got appraisal rating of exceeding expectations( E+) in my previous organizations
Timeline
Senior Operations Manager (Customer Experience)
Career Point
12.2023 - Current
Director (Sales & Operations)
Mobihivelabs Ltd.
07.2023 - 11.2023
Manager Operations (Customer Success & Retentions)
Camp K12
10.2022 - 04.2023
Asst. Manager Operations (Customer Success Manager)
White Hat Jr. (BYJU'S)
06.2020 - 07.2022
CRM Sales Manager
Great Champ Technology Ltd. (ABSAS Solutions pvt. Ltd.)
09.2018 - 01.2020
Marketing & Sales Manager
Mirror Classes
06.2015 - 08.2018
MBA - Marketing & IB
Jagan Institute of Management Studies
09.2013 - 04.2015
Student Counsellor
Tender Heart International School
09.2013 - 04.2015
SME/GPU Analyst
Barclays
12.2008 - 01.2011
Process Advisor
Genpact
02.2007 - 04.2008
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