SARFARAZ ALAM KHAN

• Lead and mentor a team to ensure exceptional customer satisfaction and retention and churn rate.
• Develop and implement strategies to optimize customer support processes and workflows.
• Oversee day-to-day operations, including ticket management and resolution.
• Collaborate with cross-functional teams to address customer issues and improve product/service offerings.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Serve as a liaison between customers and internal departments to prioritize and resolve issues efficiently.
• Monitor key performance metrics and develop action plans to meet/exceed targets.
• Continuously refine support procedures to enhance efficiency and effectiveness.
• Act as a subject matter expert on customer success best practices and industry trends.
• Being the voice of customer.
• Use digital leverage tools in CRM system and CS to ensure smooth user experience and act upon CS KPIs
• Monitored daily operations and ensured compliance with company policies and regulations.
• Reviewed financial statements and reports to ensure accuracy of data.
• Responsible for CSAT,NPS,Retention/Churn rate,Expansion Revenue,Product Adoption rate,CLV and Renewal rate.

• Acting as a single point of contact for all clients
• Nurturing and developing a long-lasting relationship with all customers
• Ensuring each issue of clients is resolved within the minimum turnaround time
• Responsible for NPS performance
• Working with multiple stakeholders to deliver a wow experience for clients
• Accountable for the entire relationship with the client
• Providing detailed coaching to teachers
• Project management
• Leading multiple client engagements
• Achieving high client satisfaction
• Building, motivating, mentoring, and developing the consulting team
• Contributing to business planning and strategy
• Managing class rescheduling requests and handling database management.
• Created reports summarizing client interactions, successes, and areas for development.

• Reviewing reports and financial statements to determine hotel operations performance against budget
• Managing ongoing profitability of the hotels
• Leading in all aspects of business planning
• Reviewing guest feedback and ensuring appropriate action is taken
• Holding regular meetings and communication meetings with all heads of departments
• Managing operational expenses according to the budget
• Responding to audits
• Ensuring the safety and well-being of guests and staff
• Performing other duties as assigned
• Conducting interviews and assisting in making hiring decisions
• Consistently maintaining a contribution profit margin of more than 35% month-on-month.

Guest Experience Management:

• Ensure exceptional guest experiences by maintaining high service standards and resolving guest issues or complaints promptly and effectively.

Team Supervision and Training:

• Supervise and coach front desk staff, concierge, and other guest service team members to ensure they are knowledgeable, efficient, and courteous in their interactions with guests

Guest Relations:

• Act as a point of contact for VIP guests, addressing their specific needs and preferences to enhance their experience and loyalty to the hotel.

Performance Monitoring and Reporting:

• Monitor team performance and productivity, providing feedback and recognition to encourage excellence and continuous improvement.
• Generate reports on key performance indicators (KPIs) such as guest satisfaction scores, occupancy rates, and revenue, and develop action plans to address any areas of concern or opportunities for improvement.

• Set up own restaurant-food chain and managed it for 6 years before stepping into the corporate world.