Saquib Ali
Summary
Results-oriented In Post sales Operation with 5+ years of experience specializing in preserving customer relationships, resolving complex issues, and enhancing overall satisfaction. Experience in driving revenue growth, expanding market share, and building strong client relationships Proven track record of developing and executing targeted retention strategies, resulting in significant reduction in churn rates and increased customer loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Associate Manager
Think And Learn Pvt Ltd
12.2023 - Current
- Spearhead a team of 6 managers and 120 specialists administering product lifecycle, user experience, retention, renewal and revenue, customer segmentation and targeting
- Achieved a 10% week-over-week revenue retention growth during the initial three months of assuming the role, subsequently established stability and set a higher performance standard
- Constructed a issue resolution team to handle B2B and B2C client's queries to bring down repeated inbounds by 80 %.
- Established a Hyper-care team to prioritize escalations and bring down refund rate from 65% to 15 % overall.
- Conceptualized cohorts as per customer lifecycle stage & cancellation policy
- Quality : Customized conversation through unique audit frameworks & re-training
- Operations - SLA adherence, faster TAT and maintained process hygiene
- Retention & Collection Collaboration -Improved collection rates by 7% Devised a strategy for seamless communication between collection & retention
Manager - Customer Retention
Think and learn pvt ltd
11.2022 - 11.2023
- Championed team of 15+ specialists, providing coaching and mentoring to develop their skills, resulting in 20% increase in productivity to surpass KPI targets and secure Top Rank out of 12 other regional teams
- KPI : Increased Retention Rate by 30% week on week total revenue of 5-7Cr Weekly. Maintained DSAT below 2%,Churn rate below 1% within TAT.
- Feedback-Driven Performance : Drive excellence by collecting valuable feedback, establishing clear performance metrics, and KPIs to optimize customer experience and outcomes..
- Implemented Succession planning management which involved identifying and developing employees to fill key leadership positions within organization.
Assistant Manager - Customer Retention
Think and learn pvt ltd
10.2021 - 10.2022
- Lead a 5 Escalation expert team in efficiently and effectively resolving escalated issues, coordinating with cross-functional teams for swift solutions.
- Root Cause Analysis Expertise: Skilled in conducting in-depth investigations to uncover the root causes of problems, utilizing data analysis and collaboration with subject matter experts.
- Process Optimization and Team Leadership: Continuously improving escalation processes, ensuring prevention of future issues from the various Social media platforms. Proficient in leading escalation specialist teams, providing guidance and mentorship for optimal performance.
Senior Product Specialist
Think and learn pvt ltd
07.2019 - 10.2021
- Customer Enablement and Training: Proactively facilitate customer on-boarding by providing training sessions and resources that empower effective product/service utilization.
- Strategic Customer Engagement: Collaborate closely with clients to develop tailored success plans, aligning their objectives with our offerings to ensure mutual goals are met.
- Feedback-Driven Performance: Drive excellence by collecting valuable feedback, establishing clear performance metrics, and KPIs to optimize the customer's experience and outcomes.
Business development associate
Think And Learn Pvt Ltd
03.2019 - 06.2019
Education
Bachelor's of Engineering - Mechanical
K. L. E. IT college
Hubli 2017
PUC -
Pc Jabins Science College
2013
SSLC -
S.t Andrews school
2011
Skills
- Microsoft Office Suite expertise
- Training and Development
- SQL
- Data Analysis
- Salesforce Lead-squared CRMs
- Business strategy
- Key account management
Certification
- HVAC (Taiba institute Hyderabad )
- Microsoft Excel - Mind Luster
- SQL - IBM
Timeline
Senior Associate Manager
Think And Learn Pvt Ltd
12.2023 - Current
Manager - Customer Retention
Think and learn pvt ltd
11.2022 - 11.2023
Assistant Manager - Customer Retention
Think and learn pvt ltd
10.2021 - 10.2022
Senior Product Specialist
Think and learn pvt ltd
07.2019 - 10.2021
Business development associate
Think And Learn Pvt Ltd
03.2019 - 06.2019
Bachelor's of Engineering - Mechanical
K. L. E. IT college
PUC -
Pc Jabins Science College
SSLC -
S.t Andrews school
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