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Faisaal Jamaal

@faisaaljamaal

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Experienced Customer Success Manager dedicated to enhancing customer satisfaction.

Pakistan

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What I'm looking for

I am looking for a role in a dynamic company that values customer satisfaction and offers opportunities for professional growth.

With over 8 years of experience in customer service and leadership, I have consistently driven improvements in customer satisfaction and operational efficiency. My most notable achievement was leading a team that boosted customer satisfaction by 15% through the implementation of a new feedback loop at Zones. I am skilled in Microsoft Office and critical thinking, and I am eager to bring my expertise to an organization committed to superior service.

As a Customer Success Manager at Zones, I increased order accuracy by 15% and implemented strategies that improved customer retention rates by 20% within six months. My experience as a Senior Customer Retention Specialist at IDERA further honed my skills in developing customer loyalty programs and enhancing the overall customer experience. I pride myself on my ability to resolve customer inquiries efficiently, maintaining a 95% resolution success rate.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Zones

Sep 2021 - Present (3 years 9 months)

Managed order fulfillment, creating quotes and orders accurately and on time while continuously monitoring open orders and expediting as needed. Provided comprehensive customer service, ensuring timely and impactful reporting to meet customer operational and reporting needs.

order fulfillment Quote Generation Customer Service SLA Management Reporting Customer Satisfaction Microsoft Office Critical Thinking

Senior Customer Retention Specialist

Idera

Mar 2021 - Mar 2023 (2 years)

Developed and implemented strategies to retain customers, including loyalty programs and personalized communication. Collaborated with sales and marketing teams to enhance customer experience and satisfaction, while monitoring customer retention metrics and reporting progress to management.

Customer Retention Customer Experience Customer Satisfaction Loyalty Programs Communication Data Analysis Team Collaboration Strategic Planning Problem Solving

Client Service Executive

CareCloud MTBC

Oct 2018 - Mar 2021 (2 years 5 months)

Resolved 200 customer inquiries weekly with a 95% resolution success rate and managed support for 300 client accounts specializing in healthcare IT solutions, ensuring all SLAs were met. Handled claims submission to insurance companies, followed up on unpaid claims, resolved billing discrepancies, and maintained patient confidentiality while adhering to HIPAA regulations.

Customer Service Healthcare IT SLA Management Claims Processing Billing HIPAA)Confidentiality Communication Problem Solving Organizational Skills

Education

Degrees, certifications, and relevant coursework

Gomal University

Bachelor in International Relation, International Relation

Studied international relations at Gomal University, focusing on global political, economic, and social dynamics. Gained a comprehensive understanding of international affairs and diplomatic practices.