Syed Mohd Raza
Gurgaon
Summary
Professional with 9+ years of experience offering diplomatic and persuasive communication skills focused on increasing program participation and effectiveness. Maintains open and positive relationships with current and prospective clients with regular follow up. I am a skilled professional with extensive knowledge of planning, organizing, and directing a wide range of activities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Implementation Manager
Coursera
08.2022 - Current
- Managing projects for industry partners, Google and Meta.
- Created customer support strategy to increase customer retention.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Researched and resolved barriers to successful system functionality, improving support and issue resolution.
- Identified plans and resources required to meet project goals and objectives.
- Collaborated with cross functional teams to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
- Managed technical integration, systems engineering program management, customer support and program management.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Outreach Specialist
Cvent India Pvt. Ltd.
10.2020 - 03.2022
- Handled more than 400 client accounts across different industries.
- Strategic point of contact between clients and the company.
- Maintained designated portfolio of customer accounts by contacting customers proactively and conducting success reviews.
- Delivered expert support and counsel to independent promotional product distributors focused on creating sales opportunities.
- Identified sales opportunities by assessing environment and implementing winning strategy.
- Worked with Onboarding team to ensure smooth customer onboarding.
- Met project deadlines without sacrificing build quality or workplace safety.
- Managed and oversaw project consultants and delegated tasks for timely execution.
Account Manager
MMCY Tech, Dubai
02.2019 - 07.2020
- Strategic point of contact for customers using Cvent software.
- Handled enterprise accounts like M&I, Merck, AmEx GBT, McKinsey & CWT.
- Onboarding new clients ensuring successful account implementation.
- Proactively consult with clients on best practices.- Web-based Cvent training for clients on Cvent platform.
- Regular check-in calls ensuring successful adoption.
- Post-event success reviews.
Product Consultant
Cvent India Pvt. Ltd.
02.2016 - 02.2019
- End to end event support on Cvent SaaS platform.
- Managed eCommerce team for payments and reporting.
- Merchant Account and Payment Gateway integration.
- Event and financial reporting.
- Gateway up-selling.
- Enhanced product usability by conducting comprehensive user research and implementing feedback.
Senior Practitioner
Concentrix
02.2014 - 12.2014
- Technical support for internet, modem, and router issues.
- Client account management.
- Cloud support.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Served customers in a friendly, efficient manner following outlined steps of service.
Process Associate
Genpact
09.2012 - 08.2013
- Reconciliation of Dispute transaction reports.
- Reconciliation Credit Balance Refund reports.
- Training newly hired batches for different roles in the process.
- Communication training: voice & accent, and grammar.
- Cultural training.
Education
Bachelor of Commerce -
University of Lucknow
Lucknow07.2010
Skills
- Project Management
- Customer Success
- Customer Account Management
- CRM
- Event Management
- Salesforce
- Client Engagement
- Writing case histories
- Inter-department collaboration
- Strategic communications
- Training and mentoring
- Technical consulting
- Gainsight
Certification
- Google Foundations of Project Management
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Upper intermediate (B2)
Hobbies
- Photography
- Travelling
- Tennis
- Snooker
Timeline
Implementation Manager
Coursera
08.2022 - Current
Outreach Specialist
Cvent India Pvt. Ltd.
10.2020 - 03.2022
Account Manager
MMCY Tech, Dubai
02.2019 - 07.2020
Product Consultant
Cvent India Pvt. Ltd.
02.2016 - 02.2019
Senior Practitioner
Concentrix
02.2014 - 12.2014
Process Associate
Genpact
09.2012 - 08.2013
Bachelor of Commerce -
University of Lucknow
- Google Foundations of Project Management
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